Hotel Guest Service Agent

Role overview

Guest service and Front Office duties

• Welcome guests and provide professional check-in and check-out services.
• Verify guest identity, reservation, payment, and other documentation.
• Respond to requests, inquiries, complaints, and concerns; provide information about hotel services and local attractions.
• Assist with luggage, transportation, special requests, room assignments, upgrades, and accommodation needs.
• Coordinate room readiness with Housekeeping and booking changes or requests with Reservations.
• Maintain guest records in the hotel PMS and process payments, deposits, invoices, and cash or card transactions.
• Monitor guest accounts and report discrepancies or outstanding balances.
• Remain aware of VIP guests, special occasions, and group arrivals.
• Follow procedures for lost and found, complaints, emergencies, security, and guest confidentiality.
• Promote hotel services and promotions, maintain professional grooming, and keep guest areas organized.
• Attend team briefings and communicate relevant guest information; perform other duties assigned by management.

Qualifications and experience

• At least 1–2 years as a Guest Service Agent, Front Desk Agent, Receptionist, or in a similar position.
• Hotel or resort experience is preferred; UAE hotel experience is also preferred.
• A hospitality, hotel management, tourism, or related diploma or bachelor's degree is an advantage.
• Good knowledge of Front Office operations, check-in and check-out, reservations, guest accounts, and payment procedures.
• Hotel PMS experience is preferred.
• Strong communication, interpersonal, customer-service, and problem-solving skills; able to remain professional when handling complaints.
• Good English communication skills; additional languages, including Arabic, are an advantage.
• Professional appearance, positive attitude, and ability to work in a fast-paced hotel environment.
• Willingness to work shifts, weekends, public holidays, and night shifts when operationally required.
• Company-provided accommodation, duty meals, medical insurance, employment visa, and annual leave are listed as benefits.

Pay

• Pay is AED 1,600–1,800 per month.

Work location

• Work location is in person.