Guest Service Agent

NH Collection Hotels & Resorts; Dubai; On-site; AED 44,640 - 66,960; Full time

Job summary

NH Collection Hotels & Resorts in Dubai seeks a Guest Service Agent to deliver outstanding service to guests throughout their stay. You will be the first contact for guests, handling check-in/check-out, inquiries, and resolution of concerns in line with hotel standards.

Responsibilities include assisting guests with information, coordinating with other departments, and maintaining accurate records in the PMS while handling payments and currency exchanges as required.

Qualifications

• High school diploma or equivalent; hospitality qualification is a plus.
• Previous experience in hospitality or front desk is preferred.
• Familiarity with hotel PMS systems (Opera, Fidelio or similar) is advantageous.
• Proficiency with MS Office; strong English skills; other languages are a plus.

Responsibilities

• Welcome guests warmly and professionally on arrival.
• Conduct efficient check-in and check-out procedures.
• Verify guest information, reservations, and payment details.
• Provide information on facilities, services, and local attractions.
• Handle guest requests, inquiries, and complaints promptly and professionally.
• Coordinate with housekeeping, maintenance, and other departments.
• Manage room assignments and status updates; process reservations and extensions.
• Maintain accurate guest records in the PMS and handle cash, cards, and currency exchanges.
• Prepare daily reports and guest correspondence; maintain confidentiality.

Skills

Customer service

Interpersonal skills

Communication

Problem solving

Organizational skills

Multitasking

Attention to detail

Night shifts

Education

High school diploma or equivalent

Hospitality qualification

Tools

Opera PMS

Fidelio PMS

MS Office

Job description

Job Location

La Suite Dubai Hotel & Apartment

NH Collection Hotels & Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic‑elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments. We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.

Reports To

Front Office Supervisor / Front Office Manager

Job Summary

The Guest Service Agent is responsible for delivering exceptional customer service to hotel guests throughout their stay. This role serves as the first point of contact for guests, handling check‑in and check‑out procedures, responding to inquiries, resolving guest concerns, and ensuring a positive guest experience in accordance with hotel standards and policies.

Key Responsibilities

Guest Services

• Welcome guests warmly and professionally upon arrival.
• Conduct efficient check‑in and check‑out procedures.
• Verify guest information, reservations, and payment details.
• Provide information regarding hotel facilities, services, local attractions, and transportation options.
• Handle guest requests, inquiries, and complaints promptly and professionally.
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs.

Front Desk Operations

• Manage room assignments and room status updates.
• Process reservations, amendments, cancellations, and extensions.
• Maintain accurate guest records in the Property Management System (PMS).
• Handle cash, credit card transactions, and foreign currency exchanges in accordance with hotel policies.
• Prepare daily reports, guest correspondence, and administrative documentation.

Communication & Coordination

• Communicate effectively with internal departments to ensure seamless guest service.
• Escalate complex guest issues to supervisors when necessary.
• Participate in daily shift briefings and handovers.
• Maintain confidentiality of guest information at all times.

Compliance & Standards

• Adhere to hotel policies, standard operating procedures, and brand standards.
• Ensure compliance with health, safety, security, and emergency procedures.
• Maintain a professional appearance and uphold the hotel's service culture.

Qualifications

• High school diploma or equivalent; hospitality‑related qualification is an advantage.
• Previous experience in hospitality, customer service, or front office operations preferred.
• Familiarity with hotel Property Management Systems (Opera, Fidelio, or similar PMS) is an advantage.
• Proficiency in Microsoft Office applications.
• Good command of spoken and written English; additional languages are an asset.

Skills & Competencies

• Excellent customer service and interpersonal skills.
• Strong communication and problem‑solving abilities.
• Ability to work under pressure in a fast‑paced environment.
• Strong organizational and multitasking skills.
• Professional appearance and positive attitude.
• Attention to detail and accuracy.
• Ability to work flexible schedules, including weekends, holidays, and night shifts.