Guest Service Agent
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Key skills for this role
About the Role
NH Collection Hotels & Resorts is hiring a Guest Service Agent for La Suite Dubai Hotel & Apartment. The role involves delivering exceptional customer service, handling check-in/out, and resolving guest concerns.
Key Skills for This Role
Responsibilities
- Welcome guests warmly and professionally upon arrival
- Conduct efficient check in and check out procedures
- Verify guest information, reservations, and payment details
- Provide information regarding hotel facilities, services, local attractions, and transportation
- Handle guest requests, inquiries, and complaints promptly and professionally
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs
- Manage room assignments and room status updates
- Process reservations, amendments, cancellations, and extensions
- Maintain accurate guest records in the Property Management System (PMS)
- Handle cash, credit card transactions, and foreign currency exchanges
- Prepare daily reports, guest correspondence, and administrative documentation
- Communicate effectively with internal departments to ensure seamless guest service
Requirements
- High school diploma or equivalent; hospitality qualification is an advantage
- Previous experience in hospitality, customer service, or front office operations preferred
- Familiarity with hotel Property Management Systems (Opera, Fidelio, or similar) is an advantage
- Proficiency in Microsoft Office applications
- Good command of spoken and written English; additional languages are an asset
Full Job Posting
Job Summary
- Job Location: La Suite Dubai Hotel & Apartment
- NH Collection Hotels & Resorts showcases captivating hotels in landmark buildings across Europe, Latin America, Middle East, Asia, and beyond.
- The Guest Service Agent is responsible for delivering exceptional customer service to hotel guests throughout their stay.
- Reports To: Front Office Supervisor / Front Office Manager
Key Responsibilities Guest Services
- Welcome guests warmly and professionally upon arrival
- Conduct efficient check in and check out procedures
- Verify guest information, reservations, and payment details
- Provide information regarding hotel facilities, services, local attractions, and transportation
- Handle guest requests, inquiries, and complaints promptly and professionally
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs
Key Responsibilities Front Desk Operations
- Manage room assignments and room status updates
- Process reservations, amendments, cancellations, and extensions
- Maintain accurate guest records in the Property Management System (PMS)
- Handle cash, credit card transactions, and foreign currency exchanges
- Prepare daily reports, guest correspondence, and administrative documentation
Key Responsibilities Communication & Coordination
- Communicate effectively with internal departments to ensure seamless guest service
- Escalate complex guest issues to supervisors when necessary
- Participate in daily shift briefings and handovers
- Maintain confidentiality of guest information at all times
Key Responsibilities Compliance & Standards
- Adhere to hotel policies, standard operating procedures, and brand standards
- Ensure compliance with health, safety, security, and emergency procedures
- Maintain a professional appearance and uphold the hotel's service culture
Qualifications
- High school diploma or equivalent; hospitality related qualification is an advantage
- Previous experience in hospitality, customer service, or front office operations preferred
- Familiarity with hotel Property Management Systems (Opera, Fidelio, or similar PMS) is an advantage
- Proficiency in Microsoft Office applications
- Good command of spoken and written English; additional languages are an asset
Skills & Competencies
- Excellent customer service and interpersonal skills
- Strong communication and problem solving abilities
- Ability to work under pressure in a fast paced environment
- Strong organizational and multitasking skills
- Professional appearance and positive attitude
- Attention to detail and accuracy
- Ability to work flexible schedules, including weekends, holidays, and night shifts
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