Guest Service Agent

Kempinski Hotels SA; Dubai; On-site; AED 50,000 - 73,000; Full time

Job summary

Kempinski Hotels SA is seeking a Guest Service Agent to welcome residents and guests with warmth and professionalism in line with Kempinski standards.

You will handle inquiries, coordinate with multiple departments, and promote in-house services while maintaining high service levels in a multinational setting.

Qualifications

• Eligible for a working permit in country of hire.
• Higher College and Hotel Management qualification.
• 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 (verbal and written).
• Any additional language is a plus.

Responsibilities

• Welcome arriving residents and guests in a friendly and caring manner, and bid farewell when they depart.
• Answer requests and questions by telephone or in person, provide information and refer matters to relevant persons.
• Handle confidential information and messages, organize services, and respond to complaints as needed.
• Support and assist other departments.
• Ensure prompt, cordial attention and personal recognition for guests; resolve problems.
• Coordinate with other departments on matters of concern; inform and follow up as required.
• Keep residence information up to date and accurate; promote in-house sales and facilities.

Skills

Fluent English

Multinational environment

Customer focused

Communication

Education

Higher College andHotel Management

Job description

Guest Service Agent

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: United Arab Emirates - Dubai

Reporting To: Front Desk Manager

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.