Guest Service Agent

Job Summary

The Guest Service Agent is the first point of contact for guests. The role welcomes guests, manages check-in and check-out, answers enquiries in person and by phone, coordinates service requests with other departments, and maintains accurate guest records. The Guest Service Agent escalates issues to the appropriate team so every guest has a smooth, courteous stay.

Key Responsibilities

Guest welcome and front desk operations

• Greet guests warmly and respond to requests in person and by phone.
• Process check-in and check-out: verify passports and IDs, assign rooms, issue keys, and handle payments and deposits.
• Handle reservations, amendments and cancellations according to company policy.

Information and service coordination

• Provide accurate information about facilities, services, local attractions and transport.
• Record guest service requests and coordinate them with housekeeping, maintenance, F&B, concierge and other teams.
• Follow up until each request is completed.

Records and reporting

• Keep guest records, billing and shift logs accurate and up to date in the property system.
• Write clear shift handover notes.
• Protect guest privacy and handle personal data responsibly.

Issue handling and escalation

• Resolve routine complaints calmly and professionally.
• Escalate complex, urgent or sensitive issues to the supervisor or Duty Manager.

Standards and compliance

• Keep the front desk and lobby area clean, organized and welcoming.
• Follow company policies, safety and security procedures, and service standards.
• Maintain a professional appearance and wear the uniform as required.

3. Qualifications and Requirements

Required

• Professional communication and a helpful, guest-focused approach
• Fluent spoken and written English
• Basic computer skills (MS Office, email)
• Ability to work varied shifts, including weekends and public holidays
• Valid UAE visa status, or willingness to be sponsored

Preferred

• Customer service or hospitality experience (entry-level candidates with strong skills may be considered)
• Arabic or another language (Hindi/Urdu, Russian, Chinese, French)
• Experience with a hotel property management system (e.g. Opera)
• Diploma in hospitality or a related field

Skills and Competencies

• Clear communication and active listening
• Problem-solving and staying calm under pressure
• Attention to detail and accurate record keeping
• Teamwork across departments
• Professionalism, patience and cultural awareness
• Time management in a busy, fast-paced setting

Working Conditions

• On-site role at the front desk, with extended periods of standing
• Rotating shifts, including early mornings, late evenings, weekends and public holidays
• Regular contact with guests from many countries and cultures