About Dorchester Collection
Dorchester Collection operates hotels including The Dorchester in London, Hôtel Plaza Athénée and Le Meurice in Paris, and The Beverly Hills Hotel in Los Angeles County. Its properties hire across rooms, restaurants, kitchens, engineering and guest services.
The Guest Contact Coordinator manages incoming guest requests, calls and cases, supports hotel communications and handles administrative and operational tasks to deliver a seamless guest experience at The Lana, Dorchester Collection Dubai. The role is permanent and full-time.
Role & Responsibilities
- Contribute to the processes and activities that promote Dorchester Collection’s culture and values and bring its “We Care” philosophy to life, supporting excellent experiences for employees and guests.
- Act as the central point for incoming guest requests and cases, proactively managing administrative and technical requirements to ensure a seamless guest experience.
- Answer external and internal calls to the required standard and connect callers with the relevant parties.
- Maintain departmental systems, procedures and logbooks accurately; respond to emergency procedures; and accurately take, record and deliver guest wake-up calls.
- Fulfil guest requests such as taking messages, printing and assistance with special occasions.
- Communicate with other departments and the wider hotel team to ensure alignment.
- Bring the values of Passion, Personality, Respect, Working Together and Creativity to the role and contribute to the hotel’s legacy.
Qualifications
- A customer-service orientation, outstanding communication and active listening skills.
- Excellent problem-solving and multitasking skills; relationship-driven.
- Excellent knowledge of using technology.
- Strong communication skills, a customer-service focus and business ethic.
- Comfortable communicating in English; Arabic, French, Mandarin or Spanish language skills are beneficial.
- Relevant professional qualifications or a hotel school diploma.
- At least 2–3 years of experience in a similar capacity at luxury hotels.
- Previous experience in a similar or relevant customer-service role is an advantage.
Skills
Experience
At least 2–3 years in a similar capacity at luxury hotels; previous experience in a similar or relevant customer-service role is an advantage.
Education
Relevant professional qualifications or a hotel school diploma.
Benefits
Competitive salary package; development opportunities; complimentary stays with breakfast at sister Dorchester Collection hotels; 50% off at bars and restaurants within sister Dorchester Collection hotels; meals on duty; private medical insurance; life insurance; flight allowance every 24 months; shared company accommodation; company-provided transportation to and from work; company-provided uniform with complimentary laundry; service charge.
Culture
Each hotel has its own kitchens, service teams and history. In Paris, for example, a sommelier at Le Relais Plaza works at Hôtel Plaza Athénée, while the pastry team at Le Meurice prepares work for a different house.
About Cerulean
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