Guest Service Agent

IBIS; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

IBIS Dubai World Trade Centre is seeking a friendly Front Desk Agent to greet guests, check them in and out, and ensure a smooth arrival experience. You will handle payments, manage reservations in Opera, and provide accurate information about services and local attractions.

The role requires strong communication, attention to detail, and the ability to work flexible hours including nights and weekends. You will coordinate with housekeeping and maintenance, promote hotel packages, and contribute

Qualifications

• High school diploma required; hospitality degree a plus.
• Prior customer service or hospitality experience preferred.
• Familiarity with Opera hotel management software is advantageous.
• Strong communication and interpersonal skills.
• Detail oriented with good organizational abilities.
• Basic math and payment handling skills.

Responsibilities

• Greet guests and assist with check-in/check-out.
• Handle billing and payments accurately.
• Provide information on amenities and local attractions.
• Manage reservations and cancellations in Opera.
• Address guest inquiries and resolve issues.
• Coordinate with housekeeping and maintenance.
• Promote hotel packages and services to guests.
• Maintain guest records and assist with training.
• Ensure safety, security, and policy compliance.
• Assist with social media engagement and guest feedback.

Skills

Guest service

Communication

Interpersonal skills

Problem solving

Attention to detail

Microsoft Office

Education

High school diploma

Hospitality degree (plus)

Tools

Opera PMS

Job description

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 e g brochures amenities 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

Qualifications

• High school diploma or equivalent; a degree in hospitality management or a related field is a plus.
• Previous experience in customer service or the hospitality industry is preferred.
• Familiarity with hotel management software (e.g., Opera) is 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 demeanour with a focus on guest satisfaction.

Working Hours and Availability

Ability to work flexible hours, including nights, weekends, and holidays.

Team & Working Environment

Your team and working environment: Diverse, young and vibrant team