Guest Service Line Agent

At Meliá Hotels International, we believe that every guest interaction—whether in person or over the phone—is an opportunity to create a meaningful connection. As the first point of contact for many of our guests, the Guest Service Line Agent plays a vital role in shaping the guest journey with empathy, efficiency, and elegance.

We are currently seeking a warm, articulate, and service-driven professional to join our front office team at Meliá Dubai. If you have a passion for hospitality, a calm demeanor under pressure, and a talent for communication, this is your chance to be part of a globally respected brand that celebrates individuality and teamwork.

💼 Role Overview

The Guest Service Line Agent is responsible for managing all incoming calls to the hotel, assisting guests with inquiries, coordinating internal communications, and ensuring that every interaction reflects the brand’s commitment to excellence. You’ll be the voice of Meliá—providing information, resolving concerns, and facilitating smooth operations across departments.

🔑 Key Responsibilities

• Answer all incoming calls promptly, professionally, and in accordance with brand standards
• Assist guests with room service orders, wake-up calls, housekeeping requests, and general inquiries
• Coordinate with front office, housekeeping, engineering, and F&B teams to ensure timely service delivery
• Handle guest complaints and special requests with empathy, discretion, and problem-solving skills
• Maintain accurate records of calls, service requests, and follow-ups using hotel systems
• Monitor emergency lines and escalate urgent issues to the appropriate departments
• Provide information about hotel facilities, services, promotions, and local attractions
• Support the front office team during peak hours with guest arrivals, departures, and concierge tasks
• Uphold confidentiality, data protection, and brand integrity in all communications

🎯 Ideal Candidate Profile

We’re looking for a calm, confident communicator who brings:

• 1–3 years of experience in a guest service or call center role within hospitality or customer service
• Excellent verbal communication skills and a clear, pleasant phone manner
• Fluency in English (additional languages such as Arabic, Russian, or French are a plus)
• Ability to multitask, prioritize, and remain composed under pressure
• Familiarity with hotel systems (e.g., Opera, HotSOS, or similar) and Microsoft Office tools
• Professional grooming, punctuality, and a guest-first mindset
• Flexibility to work shifts, weekends, and public holidays
• A warm, empathetic personality with a passion for helping others

🎁 What You’ll Gain

Joining Meliá Dubai means becoming part of a global brand with a local heart. We offer:

• Competitive salary and benefits
• Career development and internal promotion opportunities across Meliá’s global portfolio
• Training programs tailored to your role and aspirations
• A vibrant, inclusive work culture that celebrates individuality and teamwork
• Discounts across Meliá properties worldwide
• Recognition programs that celebrate your contributions

📍 About Meliá Dubai

Located in the heart of the city, Meliá Dubai reflects the brand’s ethos of elegance, innovation, and heartfelt hospitality. Our property blends contemporary design with timeless comfort, offering guests a sanctuary of sophistication and warmth. As part of Meliá Hotels International—founded in 1956 in Palma de Mallorca, Spain—we are proud to be part of a global network of over 400 hotels across 40 countries.

📩 How to Apply

If you’re ready to be the voice of a brand that values connection, excellence, and guest satisfaction, we’d love to hear from you.

• Scan the QR code on our visual ad to apply directly via Meliá Careers
• Or send your CV to HR.MEDUBAI@MELIA.COM with the subject line: Guest Service Line Agent Application – [Your Name]

Shortlisted candidates will be contacted for an initial interview. We encourage early applications as the position may be filled before the deadline.