Cluster Guest Service Operator

Job Description

Summary

As a Cluster Guest Service Operator, you will be a welcoming voice for guests at Banyan Tree Dubai and Delano Dubai, handling calls, enquiries and requests with warmth, accuracy and efficiency. Working across both hotels, you will deliver personalised service that reflects each brand’s distinct character and ensure guests are connected to the right support.

Key Responsibilities

Guest Communication & Service

• Answer internal and external calls promptly, using the appropriate greeting and service standards for each hotel.
• Provide accurate information about hotel facilities, services, dining experiences and local attractions.
• Handle guest enquiries with care, professionalism and discretion.
• Arrange wake-up calls and deliver messages accurately and on time.

Guest Requests & Follow-up

• Record guest requests accurately and coordinate with the relevant department for timely action.
• Follow up on outstanding requests and confirm that guests’ needs have been met.
• Respond calmly to concerns and escalate issues to the appropriate supervisor or manager.
• Maintain clear handover notes to support consistent service across shifts.

Cluster Operations & Coordination

• Handle communications for both hotels, ensuring calls and requests are directed to the correct property and team.
• Maintain up-to-date knowledge of each hotel’s facilities, operating hours, promotions and events.
• Work closely with Front Office, Housekeeping, Engineering, Food & Beverage and other departments.
• Support colleagues during busy periods to maintain responsive guest service.

Standards, Systems & Safety

• Use telephone, property management and guest request systems accurately.
• Protect guest information and follow confidentiality and data privacy procedures.
• Follow hotel procedures when handling emergency calls and promptly notify the designated response teams.
• Report technical issues affecting communication systems and maintain accurate operational records.

Qualifications

Experience & Qualifications

• Previous experience in hotel telephone operations, guest services, reservations or a similar customer service role is preferred.
• Experience within a luxury or lifestyle hotel environment is an advantage.
• Familiarity with Opera or a similar property management system, telephone systems and guest request platforms is desirable.

Skills & Competencies

• Clear spoken and written English; additional languages are an advantage.
• Warm telephone manner with strong listening and interpersonal skills.
• Ability to manage multiple requests, prioritise effectively and follow through.
• Good attention to detail when recording messages, room details and guest preferences.
• Confidence in using digital systems and learning new platforms.

Personal Attributes

• Calm, courteous and resourceful under pressure.
• Proactive, reliable and collaborative.
• Sensitive to different cultures and individual guest needs.
• Flexible to work shifts, including nights, weekends and public holidays.

Additional Information

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.