Customer Experience Agent

We are looking for a Customer Experience Agent to join our prestigious client within the luxury hospitality industry in Dubai.

This role is ideal for someone with a genuine 5-star hospitality background who understands the importance of personalised service, discretion and attention to detail, and can deliver exceptional experiences for high-value guests.

This role will begin on a 5-month contract basis with high potential for renewal.

You will be a key point of contact for an exclusive recognition and loyalty programme , building relationships with Gold and Platinum members and other valued guests. From managing luxury hotel and restaurant reservations to coordinating special requests, recommending exclusive experiences and handling guest enquiries, you will ensure every interaction feels personal, effortless and memorable.

This is not a traditional call centre role. We are looking for someone who can anticipate guest needs, understand individual preferences and represent a world-class luxury brand with confidence, warmth and professionalism.

Key Responsibilities:

• Serve as a primary point of contact for members through phone, email, chat and other communication channels, building strong and lasting relationships.
• Manage reservations for luxury hotel stays, restaurants and exclusive experiences, including last-minute changes and special requests.
• Proactively engage members and invite them to exclusive events, loyalty programmes and curated experiences.
• Maintain accurate member profiles, ensuring guest preferences, interaction history and personal details are consistently updated.
• Provide personalised recommendations on hotel offerings, loyalty benefits, premium services and additional experiences.
• Identify opportunities to enhance the guest experience through relevant upgrades, premium options and tailored offerings.
• Handle guest enquiries, complaints and complex requests with discretion, professionalism and a strong service-oriented approach.
• Resolve issues efficiently, aiming for first-contact resolution while maintaining high levels of guest satisfaction.
• Coordinate with internal teams across housekeeping, concierge, room service, restaurants, events and other hotel departments to ensure seamless service delivery.
• Anticipate guest needs and deliver personalised solutions that reflect the expectations of a luxury hospitality environment.
• Gather member feedback and prepare regular reports on enquiry volumes, service issues and guest insights.
• Maintain consistently high standards of communication, confidentiality and brand representation across every interaction.

Knowledge, Skills & Experience:

• Previous experience in 5-star hospitality, guest relations, hotel reservations, concierge, VIP services or premium customer service .
• Experience serving VIP guests, high-value members or UHNW clientele is an advantage.
• Excellent verbal and written English communication skills; additional languages, particularly Russian, are an advantage.
• A polished, confident and engaging telephone manner, with the ability to communicate naturally with an international clientele.
• Comfortable making outbound calls and proactively engaging with members to offer personalised experiences and services.
• Strong relationship-building skills, with the ability to make guests feel recognised, valued and well cared for.
• Excellent attention to detail and the ability to remember, record and act on individual guest preferences.
• Experience working in fast-paced, high-volume environments while maintaining exceptional service standards.
• Strong problem-solving skills and the ability to handle complaints, unexpected requests and sensitive situations calmly.
• Familiarity with hotel reservation systems such as Opera, CRM platforms and Microsoft Office.
• Strong organisational skills, with the ability to manage multiple enquiries, reservations and follow-ups simultaneously.
• A discreet, adaptable and professional approach when dealing with guests from diverse cultural backgrounds.

Availability: Preference will be given to candidates available immediately . We will review your application within 7 working days . Should your profile match the requirements of the role, a consultant from Edari will contact you to learn more about your experience, discuss the opportunity in further detail and outline the potential next steps.