Guest Service Agent

Company Description

Role Overview

Guest Service Duties

• Greet guests and assist with check-in and check-out procedures.
• Handle billing, payment processing, and payment-related inquiries.
• Address guest inquiries, requests, complaints, and billing discrepancies professionally.
• Provide information about hotel amenities, services, and local attractions.
• Manage reservations, cancellations, and reservation modifications using the hotel booking system.
• Relay messages and coordinate guest requests with team members, housekeeping, and maintenance.
• Promote room upgrades, hotel services, special packages, loyalty programmes, and promotions.
• Maintain accurate guest records, documentation, financial records, and lost-and-found records.
• Provide concierge services, including restaurant reservations, transportation, and tours or activities.
• Monitor and manage supplies, brochures, and amenities inventory.
• Engage with guests on social media and respond to comments and inquiries as needed.
• Support emergency procedures, drills, training, and onboarding of new team members.

Qualifications

• A high school diploma or equivalent is required.
• A degree in hospitality management or a related field is a plus.
• Previous customer service or hospitality experience is preferred.
• Familiarity with hotel management software such as Opera is advantageous.
• Strong communication, interpersonal, organizational, and attention-to-detail skills are required.
• The candidate must be able to handle stressful situations and resolve conflicts effectively.
• Computer proficiency, Microsoft Office Suite knowledge, and basic math skills are required.
• The role requires a friendly, approachable demeanour focused on guest satisfaction.
• The candidate must be able to work flexible hours, including nights, weekends, and holidays.

Team Environment

• The role operates in a hotel guest-service environment with a diverse, young, and vibrant team.
• The position is based at Novotel World Trade Centre in Dubai.