Guest Service Agent

Emirates Park Zoo; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading zoo and resort is seeking a Guest Service Agent to deliver exceptional service to guests. The role includes guest reception, managing reservations, and resolving inquiries. Ideal candidates will have experience in customer service, proficiency in Microsoft Office, and strong communication skills. Accommodation and meals are provided as part of the benefits package.

Benefits

Accommodation provided

Duty meal provided

Qualifications

• Previous experience in guest service or front office roles, preferably in a hotel/resort.
• Fluency in English; proficiency in Arabic is an advantage.
• Ability to work in a fast-paced environment and manage multiple tasks.

Responsibilities

• Greet and interact with guests in a friendly manner.
• Facilitate the smooth check-in and check-out processes.
• Assist with the management of guest reservations.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Organizational abilities

Education

High school diploma or equivalent

Degree in hospitality management

Tools

Microsoft Office Suite

Job description

The Guest Service Agent is responsible for providing exceptional service to guests, ensuring a pleasant and memorable experience at Emirates Park Zoo & Resort. This role involves welcoming guests, handling requests, resolving concerns, and offering assistance in various aspects of the guest experience, including reservations, check-in/check-out processes, and general inquiries.

Responsibilities:

• Guest Reception and Assistance: Greet and interact with guests in a professional, friendly, and courteous manner. Provide information on services, amenities, and resort facilities.
• Check-in/Check-out: Facilitate the smooth check-in and check-out process, ensuring accurate guest data entry, billing, and timely assistance with any requests.
• Reservation Management: Assist with the management of guest reservations, including making new bookings, modifying existing reservations, and confirming reservations as necessary.
• Guest Requests & Inquiries: Handle guest inquiries, concerns, and special requests (e.g., transportation, dining reservations, special accommodation) efficiently and professionally.
• Problem Resolution: Address guest complaints or concerns promptly, finding effective solutions while maintaining a positive guest experience.
• Communication with Departments: Liaise with housekeeping, maintenance, security, and other departments to ensure timely responses to guest needs and requests.
• Provide Information: Offer local area information and assist with recommending activities, dining options, and events both within the zoo & resort and in the surrounding area.
• Guest Experience Monitoring: Ensure that guest interactions and experiences are consistently positive and maintain a high level of guest satisfaction.
• Administrative Support: Perform light administrative duties, including managing guest files, updating databases, and maintaining the front desk area.
• Safety and Security: Ensure guests are aware of safety protocols and emergency procedures. Maintain confidentiality of guest information and ensure the security of the front desk area.

Requirements

• High school diploma or equivalent; a degree or certification in hospitality management / Business Administration.
• Previous experience in guest service, customer service, or front office roles, preferably in a hotel, resort.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Fluency in English is essential; proficiency in Arabic or other languages is an advantage.
• Strong problem-solving and decision-making skills.
• Ability to work in a fast-paced environment, manage multiple tasks, and maintain a positive attitude.
• Strong organizational and multitasking abilities.
• Ability to stand for extended periods.
• Flexibility to work shifts, including evenings, weekends, and holidays as needed.

Benefits

Accommodation: Provided.

Duty Meal: Provided.