Guest Experience Specialist — Front Desk & Concierge

ibis, ibis Styles, ibis budget; Dubai; On-site; AED 72,000 - 108,000; Full time

Job summary

ibis One Central Hotel in Dubai is seeking a Guest Service Agent to provide warm, efficient service and ensure guests enjoy a memorable stay. You will greet guests, assist with check-in and check-out, handle inquiries, and coordinate with housekeeping and maintenance.

The ideal candidate has a high school diploma (hospitality preferred), strong communication skills, and familiarity with hotel software (Opera).

Qualifications

• High school diploma or equivalent; hospitality degree a plus.
• Experience in customer service or hospitality preferred.
• Familiarity with hotel management software (e.g., Opera) advantageous.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations and resolve conflicts effectively.
• Attention to detail and strong organizational skills.
• Proficiency in using computer systems and Microsoft Office Suite.
• Basic math skills for handling payments and transactions.
• Friendly, approachable demeanor with a focus on guest satisfaction.
• Ability to work flexible hours, including nights, weekends, and holidays.

Responsibilities

• Greet guests upon arrival and assist with the check-in process.
• Handle check-out procedures, including billing and payment processing.
• Address guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Manage room reservations and cancellations using the hotel’s booking system.
• Assist with modifications to existing reservations.
• Relay messages and information to guests and team members.
• Coordinate with housekeeping and maintenance teams to fulfil guest requests.
• Promote hotel services and amenities, including room upgrades and special packages.
• Handle payments and maintain accurate financial records.
• Ensure adherence to hotel policies and procedures, especially concerning safety and security.
• Handle emergency situations calmly and efficiently.
• Maintain accurate guest records and documentation.
• Assist with inventory management of supplies and amenities.
• Actively solicit and record guest feedback to improve services and address any issues.
• Provide concierge services, including making restaurant reservations, booking transportation, and arranging tours or activities for guests.
• Participate in marketing efforts by promoting hotel packages, loyalty programs, and special promotions to guests.
• Monitor inventory levels of supplies and coordinate with relevant departments to ensure availability.
• Assist in training new team members on guest service protocols and hotel operations.
• Manage the hotel's lost and found items, ensuring proper documentation and communication with guests.
• Engage with guests on social media platforms, responding to comments and inquiries as needed.
• Stay informed about emergency procedures and participate in drills and training sessions.
• Address any billing discrepancies or payment-related inquiries from guests.

Skills

Communication

Interpersonal skills

Stress management

Attention to detail

Organizational skills

Tech proficiency

Math skills

Customer service

Flexibility

Teamwork

Education

High school diploma or equivalent

Hospitality degree preferred

Job description

ibis One Central Hotel in Dubai is seeking a Guest Service Agent to provide warm, efficient service and ensure guests enjoy a memorable stay. You will greet guests, assist with check-in and check-out, handle inquiries, and coordinate with housekeeping and maintenance.

The ideal candidate has a high school diploma (hospitality preferred), strong communication skills, and familiarity with hotel software (Opera).