Guest Services Agent
Role Overview
Welcome guests and provide thoughtful, personalized service throughout their stay.
Support daily Front Office operations and ensure smooth arrivals and departures.
Key Skills for This Role
Full Job Posting
Job location
- The role is based at NH Collection Ibn Battuta Hotel.
Role overview
Welcome guests and provide thoughtful, personalized service throughout their stay.
Support daily Front Office operations and ensure smooth arrivals and departures.
Key responsibilities
- Welcome guests and manage accurate, efficient check-in and check-out.
- Explain hotel facilities, services, promotions, and local attractions.
- Respond promptly to guest enquiries, requests, and concerns, following up on satisfaction.
- Coordinate with Housekeeping and other departments to prepare rooms and meet guest needs.
- Maintain guest profiles, reservations, and Front Office records in the property management system.
- Process payments, billing, and cashiering according to hotel procedures.
- Recognize returning guests and loyalty programme members and address their preferences and benefits.
- Support room upgrades, upselling, and promotion of hotel services.
- Communicate outstanding requests through clear shift handovers.
- Follow hotel grooming, confidentiality, safety, security, and emergency standards.
Qualifications
- Previous Front Office or guest service experience is required; upscale or luxury hotel experience is preferred.
- Excellent English communication skills are required; additional languages are advantageous.
- A welcoming manner, commitment to personalized service, problem-solving ability, and composure under pressure are expected.
- Strong attention to detail, organization, and confidence handling payments are required.
- Ability to collaborate in a multicultural team and work rotating shifts, including nights, weekends, and public holidays, is required.
- Hotel property management system familiarity is preferred; Opera experience is advantageous.
- A hospitality or related diploma or qualification is advantageous.
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