Guest Experience Agent - Front Desk & Concierge

NH Collection Hotels & Resorts; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

NH Collection Dubai The Palm is looking for a Front Office/Guest Service agent to deliver warm, professional service from arrival to departure. You will welcome guests, manage check-in/out, process payments, and provide local information to enhance their stay.

Maintain guest profiles, handle inquiries, coordinate with Housekeeping and Reservations, and upsell hotel facilities. Fluent English required; weekend shifts may be needed; hotel experience is preferred.

Qualifications

• Previous Front Office or Guest Service experience in a hotel is preferred.
• Excellent communication and interpersonal skills.
• Customer-focused with a positive and professional attitude.
• Good computer skills; knowledge of hotel PMS systems is an advantage.
• Ability to work flexible shifts, including weekends and public holidays.
• Fluent in English; additional languages are an advantage.

Responsibilities

• Welcome and assist guests in a friendly and professional manner.
• Handle guest check-in and check-out efficiently.
• Process room assignments, payments, deposits, and guest accounts accurately.
• Respond to guest inquiries, requests, and concerns promptly and professionally.
• Provide information about hotel facilities, services, restaurants, and local attractions.
• Coordinate with Housekeeping, Reservations, Concierge, and other departments to ensure guest requests are handled smoothly.
• Maintain accurate guest profiles and update information in the hotel system.
• Handle telephone calls, emails, and other guest communications when required.
• Promote hotel facilities, services, and upselling opportunities.
• Ensure guest complaints are handled appropriately and escalated when necessary.
• Maintain confidentiality of guest information and comply with hotel policies and procedures.
• Support the Front Office team in delivering an exceptional overall guest experience.

Skills

Customer service mindset

Communication skills

Professional demeanor

Education

Hospitality certificate or equivalent

Tools

Hotel PMS

Job description

NH Collection Dubai The Palm is looking for a Front Office/Guest Service agent to deliver warm, professional service from arrival to departure. You will welcome guests, manage check-in/out, process payments, and provide local information to enhance their stay.

Maintain guest profiles, handle inquiries, coordinate with Housekeeping and Reservations, and upsell hotel facilities. Fluent English required; weekend shifts may be needed; hotel experience is preferred.