Guest Experience Specialist

Accor; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Accor's Novotel Dubai Al Barsha is seeking a professional and guest-focused Guest Service Agent to join our front office team. You will welcome guests, handle efficient check-in/check-out, and create memorable stays with attentive problem-solving.

The role requires a Bachelor's degree in Tourism or related field, 1–3 years' Opera PMS experience, fluency in English, strong communication and customer service skills, and the ability to work in a fast-paced hotel environment.

Qualifications

• Bachelor's degree in Tourism, Languages, or a related field.
• 1–3 years of professional experience with Opera PMS or similar hotel software.
• Fluency in English (written and verbal).
• Excellent verbal and written communication skills.
• Strong customer service orientation with professional guest handling (check-in/out).
• Proven ability to resolve conflicts and complaints with empathy.
• Strong organizational and multitasking skills with attention to detail.
• Ability to work effectively in a fast-paced environment.
• Professional appearance and demeanor.
• Knowledge of guest privacy and confidentiality protocols.

Responsibilities

• Greet and welcome all guests with a warm, professional demeanor, escorting them and offering directions.
• Execute seamless check-in and check-out procedures while maintaining accuracy and hotel standards.
• Address guest inquiries promptly, providing information about facilities, services, and local attractions.
• Manage guest complaints with empathy and professionalism, documenting all interactions.
• Monitor and manage room status, blocking rooms as advised by Front Office Supervisor.
• Maintain strict confidentiality regarding guest information and privacy.
• Operate the Opera management system and related front office equipment with proficiency.
• Review arrival and departure lists daily for smooth transitions and adherence to times.
• Identify VIP guests and ensure personalized attention and service.
• Maintain accurate guest histories and pre-register recurring guests.
• Escalate complex issues to supervisor or manager in a timely manner.
• Serve as an ambassador for the front office and hotel values.
• Collaborate with team members and other departments to resolve guest issues efficiently.

Skills

Guest service mindset

Communication skills

Customer service

Check-in/check-out

Multitasking

Attention to detail

Team collaboration

Privacy & discretion

Professional appearance

Additional languages

Education

Bachelor's degree in Tourism/Languages or related field

Tools

Opera PMS

Job description

Accor's Novotel Dubai Al Barsha is seeking a professional and guest-focused Guest Service Agent to join our front office team. You will welcome guests, handle efficient check-in/check-out, and create memorable stays with attentive problem-solving.

The role requires a Bachelor's degree in Tourism or related field, 1–3 years' Opera PMS experience, fluency in English, strong communication and customer service skills, and the ability to work in a fast-paced hotel environment.