Front Office Guest Relations Agent

Accor Group; Dubai; Hybrid; AED 60,000 - 90,000; Full time

Job summary

Accor Dubai invites applications for a Front Office Guest Relations Agent. In this hybrid role, you will manage front desk operations, assist guests during their stay, coordinate reservations and room assignments, and ensure service standards reflect Accor's hospitality.

You will personalise service for VIP and returning guests and collaborate with other departments to deliver a seamless guest journey. The ideal candidate will have 1–2 years in hotel Front Office or Guest Relations, a

Qualifications

• Diploma or degree in Hospitality Management.
• 1–2 years experience in Front Office or Guest Relations.
• Knowledge of Front Office systems and procedures.
• Strong communication and interpersonal skills.

Responsibilities

• Perform daily front desk activities including check-in/out and billing.
• Welcome guests with a warm, personalised service.
• Manage guest enquiries, requests and concerns promptly.
• Coordinate reservations and room assignments.
• Maintain accurate guest profiles and preferences in the system.
• Support VIP and returning guests with special arrangements.

Skills

Communication skills

Guest service

Flexibility

Education

Diploma or degree in Hospitality Management

Job description

Front Office Guest Relations Agent Job Snapshot - Role: Front Office Guest Relations Agent - Location: Dubai, United Arab Emirates - Industry: Hospitality - Function: Front Desk-Reception - Experience: 1-2 years in hotel Front Office or Guest Relations - Job Type: Full Time - Work Arrangement: Hybrid

Position Overview

Accor is looking for a welcoming and service-oriented Front Office Guest Relations Agent to support hotel operations and deliver memorable guest experiences in Dubai, United Arab Emirates. In this role, you will manage front desk activities, assist guests throughout their stay, coordinate reservations and room assignments, and ensure that every interaction reflects the hotel's hospitality standards. You will also provide personalised attention to VIP and returning guests, respond to service requests, and work closely with other departments to create a smooth and enjoyable guest journey. The ideal candidate will have a hospitality qualification, previous hotel Front Office or Guest Relations experience, and a genuine commitment to delivering professional and attentive service.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Hospitality
• Function: Front Desk-Reception
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: Hybrid

Key Responsibilities

• Front Desk Operations - Perform daily Front Desk activities, including guest check-in, check-out, room allocation, and billing.
• Welcome arriving and departing guests warmly, creating a positive first and last impression.
• Manage guest enquiries, requests, and concerns with professionalism and timely follow-up.
• Coordinate reservations, room status updates, and special guest arrangements.
• Maintain accurate guest information, profiles, preferences, and operational records in the hotel system.
• Ensure front desk procedures are completed efficiently and in accordance with hotel policies.
• Process guest payments and follow established cashiering procedures to maintain financial accuracy.
• Communicate important operational information and guest requirements during shift handovers.
• Maintain consistent service standards throughout assigned shifts.
• Guest Relations and Personalised Service - Build positive relationships with guests through friendly communication and personalised attention.
• Recognise VIP guests, returning visitors, and guests celebrating special occasions, ensuring their requirements receive appropriate attention.
• Anticipate guest needs and coordinate with relevant hotel departments to provide timely assistance.
• Respond to guest complaints with empathy, confidence, and a practical approach to resolving concerns.
• Follow up on guest issues to confirm that appropriate action has been taken and satisfaction has been addressed.
• Maintain an active presence in the hotel lobby during peak periods to welcome guests and offer assistance.
• Monitor guest feedback and identify opportunities to improve the overall hospitality experience.
• Support a welcoming environment where guests feel recognised, valued, and comfortable throughout their stay.
• Reservations and Departmental Coordination - Coordinate with Housekeeping to maintain accurate room status information and support timely room assignments.
• Work closely with Food and Beverage, Concierge, and other hotel departments to arrange guest services and respond to special requests.
• Communicate relevant guest preferences and requirements to the appropriate operational teams.
• Assist with reservation enquiries, booking arrangements, and updates to guest records.
• Ensure departmental communication supports smooth arrivals, departures, and daily hotel operations.
• Follow up on outstanding requests to maintain continuity of service between departments.
• Support effective coordination during busy operating periods and changing guest requirements.
• Service Quality and Guest Feedback - Maintain professional service standards during all guest interactions.
• Handle guest concerns promptly and communicate unresolved matters through appropriate hotel channels.
• Use guest feedback to identify areas where service delivery may be improved.
• Demonstrate attention to detail when managing guest preferences, special occasions, and personalised arrangements.
• Contribute to a positive guest experience through consistent communication and responsive service.
• Support hotel initiatives aimed at improving guest satisfaction and maintaining service quality.
• Cashiering and Administrative Responsibilities - Ensure guest billing information and payment transactions are processed accurately.
• Follow established cashiering controls and hotel financial procedures.
• Maintain complete and accurate guest profiles, reservation details, and front desk records.
• Update room assignments, guest requests, and relevant operational information in the hotel system.
• Complete necessary administrative tasks associated with arrivals, departures, and guest services.
• Provide detailed shift handovers to ensure colleagues are informed of pending requests and important guest matters.
• Safety and Hotel Procedures - Follow hotel policies, operational procedures, and applicable guest service standards.
• Provide appropriate support during emergency situations in accordance with established hotel instructions.
• Communicate relevant incidents or operational concerns to the appropriate department or supervisor.
• Maintain professional conduct and flexibility when responding to changing operational needs.
• Support a safe, organised, and welcoming Front Office environment.

Qualifications and Experience

• Diploma or degree in Hospitality Management.
• At least 1-2 years of experience in Front Office or Guest Relations within a hotel environment.
• Good working knowledge of hotel Front Office systems and operational procedures.
• Strong communication and interpersonal skills.
• Ability to manage front desk responsibilities while providing personalised guest service.
• Good problem-solving abilities and confidence in responding to guest concerns.
• Additional language skills are an advantage.
• Professional grooming and presentation appropriate to a guest-facing hotel position.
• Flexibility to work shifts while maintaining consistent service standards.

Skills and Personal Attributes

• Warm, welcoming, and guest-focused approach to hospitality.
• Ability to communicate clearly and professionally with guests and colleagues.
• Strong attention to detail when handling reservations, billing, and guest preferences.
• Confidence in resolving routine guest concerns and coordinating appropriate assistance.
• Good organisational skills and the ability to manage several operational tasks.
• Ability to remain courteous and composed during busy service periods.
• Positive attitude towards teamwork and cooperation across hotel departments.
• Commitment to maintaining high standards of guest satisfaction.
• Professional appearance and a responsible approach to daily duties.
• Flexibility and adaptability in a dynamic hotel environment.

Life at Accor

At Accor, we believe that hospitality is shaped by the care, dedication, and individuality of our people. Every welcoming smile, thoughtful gesture, and positive interaction contributes to memorable experiences for guests and colleagues. As a Heartist, you will become part of a hospitality environment that encourages professional development, recognises individual contributions, and supports opportunities for career growth. Accor's commitment to responsible hospitality also reflects the importance of creating a positive impact on guests, colleagues, communities, and the environment.

About Accor

Accor is a global hospitality group with more than 45 brands, approximately 5,500 hotels, 10,000 restaurants, and lifestyle destinations across its international network. The group brings together diverse hotel brands with a shared commitment to responsible hospitality, service quality, and professional development. Accor encourages colleagues to build meaningful careers while contributing to memorable guest experiences.