Guest Service Agent

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

Job summary

Rotana Hotels in Dubai is seeking a dynamic Guest Service Agent to deliver professional, warm, and guest-focused service. You will check in and check out guests, handle walk-ins, manage facilities issues, and ensure the desk is ready and stocked while protecting guest privacy.

The role requires excellent English, a hospitality degree, computer literacy, and the ability to thrive in a multicultural, fast-paced environment.

Qualifications

• Degree in hospitality with Front Office hotel experience.
• Excellent written and verbal English communication; knowledge of an additional language.
• Strong interpersonal and problem-solving abilities; computer literate; Opera experience is a plus.

Responsibilities

• Offer consistently professional, friendly, warm and engaging service.
• Check in guests and provide a warm welcome following SOPs.
• Check out departing guests in accordance with standards.
• Sell rooms to walk-in guests and handle day-to-day facilities issues.
• Manage cash inventory and related payments following policy.
• Collaborate with Housekeeping, Finance and Reservations.
• Ensure Guest Service Desk is staffed, prepared and stocked at all times.
• Maintain guest privacy and confidentiality.
• Demonstrate understanding of hotel policies, procedures and facilities.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Education

Bachelor's degree in hospitality

Tools

Opera PMS

Job description

Job Description

We are currently looking for dynamic, and self motivated Front Office professionals who want to move their careers forward.

As a Guest Service Agent you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as-

• Offer consistently professional, friendly, warm and engaging service
• Give a warm welcome and check in guests taking into account the established SOPs
• Check out of departing guest in accordance with the established standards
• Sell rooms to walk-in guests and be responsible for all pro-active and day-to-day facilities issues
• Responsible for cash inventory, cashing cheques and bills of exchange in foreign currencies for hotel guest in accordance with the credit policy
• Corporate with colleagues from all departments, in particular Housekeeping, Finance and Reservation
• Ensure that the Guest Service Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact
• Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
• Demonstrate a complete understanding of the hotel’s policies and procedures and service standards and have full knowledge of the hotel facilities and happenings

Skills

Education, Qualifications & Experiences

You should ideally have a degree in hospitality with previous experiences in the Front Office Department within a hotel. Excellent written and verbal English communication skills and knowledge in an additional language, along with strong interpersonal and problem solving abilities are essentials. Computer literate and previous experiences with Opera are an advantage.

Knowledge & Competencies

The ideal candidate will be customer driven and an extremely proactive and ‘switched on’ personality with an outgoing, charismatic and approachable character. You will work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies-

• Understanding the Job
• Taking Responsibility
• Recognizing Differences
• Customer Focus
• Adaptability
• Teamwork