Guest Service Agent

Kempinski Hotels; Dubai; On-site; AED 61,000 - 100,000; Full time

Job summary

Kempinski Hotels in Dubai invites a Guest Service Agent to welcome and bid farewell to residents and guests in line with our luxury standards. You will handle inquiries, coordinate with departments, and ensure a warm, professional first impression for all guests.

The role requires at least 2 years in Front Office, fluency in English, and the ability to work in a multinational environment. A 5‑star property experience is preferred, with a strong customer-focused approach.

Qualifications

• Eligible for a working permit in the country of hire and locally available.
• Higher College and/or Hotel Management education required.
• Minimum 2 years Front Office experience.
• Preferably within a 5-star property or residences.
• Proven track record with good progression.
• Mature & customer focused.
• Ability to work and communicate in a multinational environment.
• Fluent in English (verbal and written).
• Any additional language is a plus.

Responsibilities

• Welcoming arriving residents & guests in a friendly and caring manner according to Kempinski standards.
• Assist departing residents & guests in a friendly and caring manner.
• Answer requests and questions by phone or in person; provide information or refer to relevant colleagues.
• Handle confidential information and messages when needed; organize services or address complaints.
• Support and assist other departments as required.
• Ensure prompt, cordial attention and personal recognition for residents & guests; resolve related issues.
• Coordinate with other departments and update residents on matters.
• Maintain professional conduct, dress, hygiene, and appearance; keep residence information up to date.
• Promote in-house sales and facilities to maximize revenues.

Skills

Front Office

Multinational environment

Fluent English

Communication skills

Customer focus

Education

Higher College or Hotel Management

Job description

Department: Rooms Division, Front Office & Guest Services

Location: United Arab Emirates - Dubai

Description

The Guest Service Agent is responsible for welcoming and bidding farewell to residents and guests in a friendly and caring manner, in accordance with Kempinski's procedures and standards. They must always display a professional and positive image of the residence, as they play a crucial role in the first and last impression that residents and guests receive.

Key Responsibilities

Under the guidance of the Front Desk Manager

• Welcoming arriving residents & guests as well as assist departing residents & guests in a friendly and caring manner according to the Kempinski standards.
• Answer all residents & guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle.
• May be handling but not exclusively confidential information & messages, residents & guests calls, organizing different services or dealing with a complaint.
• Supports and assists other departments.
• Ensures that all residents & guests receives prompt, cordial attention and personal recognition and resolves related problems.
• Inform and co-ordinate with other operating departments matters which may concern them.
• Check all correspondence of the day’s arrivals to familiarize with arrived and arriving residents & guests and their needs, follows up as required.
• Maintains appropriate standard of conduct, dress, uniforms, hygiene, appearance and posture.
• Ensures that all residence information is kept accurately and up to date.
• Promotes in house sales and facilities to maximize residence revenues.
• Understands and carries out duties in line with Residence Emergency Procedures.
• Co-ordinates/assists security personnel in all related matters.
• Responds promptly to any operational requests from residence sections.
• Conduct efficient hand-over with coming team member.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the residence.

Key Responsibilities

• Eligible for a working permit in country of hire and locally available
• Higher College and or Hotel Management
• Minimum 2 years Front Office position
• Preferably within a 5-star property or residences
• Proven track record with good progression.
• Mature & Customer focused.
• Ability to work and communicate in a multinational environment
• Fluent in English (verbally and written)
• Any additional language is a plus

About Kempinski

Founded in Germany, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.