Guest Service Agent

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

Job summary

Accor's Novotel Dubai Al Barsha is seeking a professional and guest-focused Guest Service Agent to join our front office team. You will welcome guests, handle efficient check-in/check-out, and create memorable stays with attentive problem-solving.

The role requires a Bachelor's degree in Tourism or related field, 1–3 years' Opera PMS experience, fluency in English, strong communication and customer service skills, and the ability to work in a fast-paced hotel environment.

Qualifications

• Bachelor's degree in Tourism, Languages, or a related field.
• 1–3 years of professional experience with Opera PMS or similar hotel software.
• Fluency in English (written and verbal).
• Excellent verbal and written communication skills.
• Strong customer service orientation with professional guest handling (check-in/out).
• Proven ability to resolve conflicts and complaints with empathy.
• Strong organizational and multitasking skills with attention to detail.
• Ability to work effectively in a fast-paced environment.
• Professional appearance and demeanor.
• Knowledge of guest privacy and confidentiality protocols.

Responsibilities

• Greet and welcome all guests with a warm, professional demeanor, escorting them and offering directions.
• Execute seamless check-in and check-out procedures while maintaining accuracy and hotel standards.
• Address guest inquiries promptly, providing information about facilities, services, and local attractions.
• Manage guest complaints with empathy and professionalism, documenting all interactions.
• Monitor and manage room status, blocking rooms as advised by Front Office Supervisor.
• Maintain strict confidentiality regarding guest information and privacy.
• Operate the Opera management system and related front office equipment with proficiency.
• Review arrival and departure lists daily for smooth transitions and adherence to times.
• Identify VIP guests and ensure personalized attention and service.
• Maintain accurate guest histories and pre-register recurring guests.
• Escalate complex issues to supervisor or manager in a timely manner.
• Serve as an ambassador for the front office and hotel values.
• Collaborate with team members and other departments to resolve guest issues efficiently.

Skills

Guest service mindset

Communication skills

Customer service

Check-in/check-out

Multitasking

Attention to detail

Team collaboration

Privacy & discretion

Professional appearance

Additional languages

Education

Bachelor's degree in Tourism/Languages or related field

Tools

Opera PMS

Job description

Company Description

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Our Commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

Discover the life that awaits you at Accor,

Do what you love, care for the world, dare to challenge the status quo!

Job Description

We are seeking a professional and customer-focused Guest Service Agent to join our dynamic front office team in Novotel Dubai Al Barsha. In this role, you will be the face of our organization, delivering exceptional service to every guest while maintaining the highest standards of hospitality. As a Guest Service Agent, you will be responsible for creating memorable experiences through warm welcomes, efficient check-in and check-out procedures, and thoughtful problem-solving. Your enthusiasm, attention to detail, and commitment to guest satisfaction will be instrumental in ensuring that every visitor enjoys their stay and leaves with a positive impression of our establishment.

• Greet and welcome all guests with a warm, professional demeanor, personally escorting them and offering directions rather than simply pointing the way
• Execute seamless check-in and check-out procedures while maintaining accuracy and adhering to hotel standards and protocols
• Address guest inquiries promptly and professionally, providing comprehensive information about hotel facilities, services, and local attractions
• Manage guest complaints with empathy and professionalism, working toward swift resolutions while ensuring guest satisfaction and documenting all interactions
• Monitor and manage room status, blocking rooms according to guest requests and needs as advised by the Front Office Supervisor
• Maintain strict confidentiality regarding guest information and respect guest privacy at all times
• Operate the Opera management system and related front office equipment with proficiency and accuracy
• Review arrival and departure lists daily to ensure smooth transitions and adherence to check-out times
• Identify and alert management to VIP guests, ensuring they receive personalized attention and service
• Maintain accurate guest histories and pre-register recurring guests to enhance their experience
• Escalate complex issues or situations requiring approval to the supervisor or manager in a timely manner
• Serve as an ambassador for the front office and hotel, representing the organization's values both within and outside the workplace
• Collaborate with team members and other departments to coordinate guest services and resolve issues efficiently

Qualifications

Required Qualifications

• Bachelor's degree in Tourism, Languages, or a related field
• 1-3 years of professional experience working with Opera property management systems or similar hotel management software
• Fluency in English (written and verbal)
• Excellent verbal and written communication skills
• Strong customer service orientation with a proven ability to handle guest interactions professionallyProficiency in check-in, check-out, and key handling procedures
• Demonstrated ability to resolve conflicts and complaints with empathy and efficiency
• Strong organizational and multitasking skills with meticulous attention to detail
• Ability to work effectively in a fast-paced, dynamic environment
• Professional appearance and demeanor
• Knowledge of guest privacy and confidentiality protocols

Preferred Qualifications

• Proficiency in additional languages beyond English
• Previous experience in a luxury or upscale hospitality environment
• Familiarity with guest management systems and booking platforms
• Experience in a customer-facing role within a corporate or hospitality setting
• Certification in hospitality management or customer service excellence