Guest Service Agent

Job description

Company Description
OUR COMMITMENT TO DIVERSITY & INCLUSION:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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Job Description
We are seeking a professional and customer-focused Guest Service Agent to join our dynamic front office team in Novotel Dubai Al Barsha. In this role, you will be the face of our organization, delivering exceptional service to every guest while maintaining the highest standards of hospitality. As a Guest Service Agent, you will be responsible for creating memorable experiences through warm welcomes, efficient check-in and check-out procedures, and thoughtful problem-solving. Your enthusiasm, attention to detail, and commitment to guest satisfaction will be instrumental in ensuring that every visitor enjoys their stay and leaves with a positive impression of our establishment.
Greet and welcome all guests with a warm, professional demeanor, personally escorting them and offering directions rather than simply pointing the way
Execute seamless check-in and check-out procedures while maintaining accuracy and adhering to hotel standards and protocols
Address guest inquiries promptly and professionally, providing comprehensive information about hotel facilities, services, and local attractions
Manage guest complaints with empathy and professionalism, working toward swift resolutions while ensuring guest satisfaction and documenting all interactions
Monitor and manage room status, blocking rooms according to guest requests and needs as advised by the Front Office Supervisor
Maintain strict confidentiality regarding guest information and respect guest privacy at all times
Operate the Opera management system and related front office equipment with proficiency and accuracy
Review arrival and departure lists daily to ensure smooth transitions and adherence to check-out times
Identify and alert management to VIP guests, ensuring they receive personalized attention and service
Maintain accurate guest histories and pre-register recurring guests to enhance their experience
Escalate complex issues or situations requiring approval to the supervisor or manager in a timely manner
Serve as an ambassador for the front office and hotel, representing the organization's values both within and outside the workplace
Collaborate with team members and other departments to coordinate guest services and resolve issues efficiently

Qualifications
**Required Qualifications:**
Bachelor's degree in Tourism, Languages, or a related field
1-3 years of professional experience working with Opera property management systems or similar hotel management software
Fluency in English (written and verbal)
Excellent verbal and written communication skills
Strong customer service orientation with a proven ability to handle guest interactions professionally
Proficiency in check-in, check-out, and key handling procedures
Demonstrated ability to resolve conflicts and complaints with empathy and efficiency
Strong organizational and multitasking skills with meticulous attention to detail
Ability to work effectively in a fast-paced, dynamic environment
Professional appearance and demeanor
Knowledge of guest privacy and confidentiality protocols
**Preferred Qualifications:**
Proficiency in additional languages beyond English
Previous experience in a luxury or upscale hospitality environment
Familiarity with guest management systems and booking platforms
Experience in a customer-facing role within a corporate or hospitality setting
Certification in hospitality management or customer service excellence

How to apply

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