Guest Service Agent
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Key skills for this role
About the Role
Minor Hotels is seeking a Guest Service Agent to deliver exceptional customer service at La Suite Dubai Hotel & Apartment. The role involves check-in/check-out, handling inquiries, resolving concerns, and ensuring a positive guest experience.
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 options.
- 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 in accordance with hotel policies.
- Prepare daily reports, guest correspondence, and administrative documentation.
- Adhere to hotel policies, standard operating procedures, and brand standards.
Requirements
- 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) is an advantage.
- Proficiency in Microsoft Office applications.
- Good command of spoken and written English; additional languages are an asset.
- Ability to work flexible schedules, including weekends, holidays, and night shifts.
Full Job Posting
Job Summary
- The Guest Service Agent is responsible for delivering exceptional customer service to hotel guests throughout their stay.
- Serves as the first point of contact for guests, handling check in and check out procedures, responding to inquiries, resolving guest concerns, and ensuring a positive guest experience.
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 options.
- Handle guest requests, inquiries, and complaints promptly and professionally.
- Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
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 in accordance with hotel policies.
- Prepare daily reports, guest correspondence, and administrative documentation.
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.
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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