Front Office Agent - Waldorf Astoria Ras Al Khaimah

Hilton; Ras Al Khaimah; On-site; AED 56,000 - 89,000; Full time

Job summary

Hilton's Waldorf Astoria Ras Al Khaimah seeks a Front Office Agent to warmly welcome guests, greet and direct them in the lobby, and coordinate with hotel departments to meet guest needs. You will handle VIP guests, respond to inquiries with diplomacy, manage inquiries and complaints promptly, and uphold the True Waldorf Service standard across shifts.

Strong English communication, poise under pressure, and reliable computer systems usage are essential, with opportunities to upsell services and

Qualifications

• Ability to read, write, speak and understand English to communicate effectively with guests and team members.
• Excellent interpersonal skills to provide guest satisfaction.
• Ability to work under pressure and handle busy periods.
• Proficiency with computer systems for data entry and information retrieval.

Responsibilities

• Meeting, greeting and directing Guests in the lobby.
• Main contact for regular and VIP Guests; brief hotel departments on guest needs.
• Build and maintain positive relationships with Guests and Team Members.
• Respond to Guest queries promptly and handle complaints.
• Deliver the True Waldorf Service promise before, during and after the stay.
• Upsell opportunities and promote hotel facilities as appropriate.

Skills

Interpersonal skills

Diplomacy

English language proficiency

Patience

Attention to detail

Stress management

Tools

Computer systems

Job description

Front Office Agent - Waldorf Astoria Ras Al Khaimah

Job Info

• Job Identification 224539
• Job Category Guest Services, Operations, and Front Office
• Posting Date 09/24/2026, 07:07 AM
• Job Schedule Full time
• Locations Waldorf Astoria Ras Al Khaimah (On-site)

Exceptional Hospitality Starts with You

Here's what you'll do during a typical day:

ESSENTIAL FUNCTIONS

Meeting, greeting and directing Guests who enter the lobby area.

Serving as the main point of contact for regular guests and VIP Guests and ensuring the hotel departments are fully briefed on their requirements.

Building and maintaining positive relationships with Guests and Team Members

Seeking verbal feedback from customers on a regular basis and responding to all Guest queries in a timely and efficient manner.

Serving as the main point of contact guests within reception scope – ensuring they spend a comfortable and memorable stay.

Managing, recording and resolving Guest complaints promptly.

Delivering the True Waldorf Service promise to our guests, by being the main point of contact for TWS guests before, during and after their stay.

Demonstrating a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up‑selling and promoting when appropriate.

Ensuring a speedy resolution to any problems that may arise on shift.

Ensuring a very high level of customer service is constantly maintained for Reception and Lobby area.

Answering queries from guests, referring them to contact points at which they can obtain further information.

Participate in trainings in all areas, i.e. computer systems, balancing of shifts, day-to-day operations and guest service.

Covering telephone and Operator duties as required.

Performing tasks with utmost accuracy and consistency, ensuring all the follow ups are done in a timely manner.

Completing check list and passing handover to the next shift.

Personalizing every interaction with the guests, collecting golden nuggets, offering Hilton Honors membership, customizing upsell practices.

SUPPORTIVE FUNCTION

In addition to performance of essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Supporting and assisting other departments when required

Liaising with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.

Reporting to the Front Office Manager any maintenance that needs attention at the lobby.

Following through these maintenance issues when required.

Liaising with Housekeeping regarding accommodation requirements.

Assisting with the duties of other departments if limited staff and upon management request.

What It Takes to Make the Stay

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

Ability to effectively deal with team members and guests who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent interpersonal skills to provide overall guest satisfaction.

Excellent mathematical comprehension to understand and interpret numbers as they apply to the operations in hotels.

Ability to access and accurately input information using a moderately complex computer system.

Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.

Ability to work under pressure and deal with stressful situations during busy periods.

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world‑class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.