Guest Service Agent

Overview

• We are seeking a professional and customer-focused Guest Service Agent to join our dynamic front office team in Novotel Dubai Al Barsha.
• In this role, you will be the face of our organization, delivering exceptional service to every guest while maintaining the highest standards of hospitality.
• As a Guest Service Agent, you will be responsible for creating memorable experiences through warm welcomes, efficient check-in and check-out procedures, and thoughtful problem-solving.
• Your enthusiasm, attention to detail, and commitment to guest satisfaction will be instrumental in ensuring that every visitor enjoys their stay and leaves with a positive impression of our establishment.
• Greet and welcome all guests with a warm, professional demeanor, personally escorting them and offering directions rather than simply pointing the way
• Execute seamless check-in and check-out procedures while maintaining accuracy and adhering to hotel standards and protocols
• Address guest inquiries promptly and professionally, providing comprehensive information about hotel facilities, services, and local attractions
• Manage guest complaints with empathy and professionalism, working toward swift resolutions while ensuring guest satisfaction and documenting all interactions
• Monitor and manage room status, blocking rooms according to guest requests and needs as advised by the Front Office Supervisor
• Maintain strict confidentiality regarding guest information and respect guest privacy at all times
• Operate the Opera management system and related front office equipment with proficiency and accuracy
• Review arrival and departure lists daily to ensure smooth transitions and adherence to check-out times
• Identify and alert management to VIP guests, ensuring they receive personalized attention and service
• Maintain accurate guest histories and pre-register recurring guests to enhance their experience
• Escalate complex issues or situations requiring approval to the supervisor or manager in a timely manner
• Serve as an ambassador for the front office and hotel, representing the organization's values both within and outside the workplace
• Collaborate with team members and other departments to coordinate guest services and resolve issues efficiently