Guest Service Agent

PULLMAN; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hotel in Ras Al Khaimah is seeking a Guest Service Agent to manage reservations and handle call center operations. Successful candidates will demonstrate excellent communication skills and experience in customer service or hotel reservations. The role involves multitasking under pressure and providing superior service to guests.

Qualifications

• 1–2 years of experience in reservations, call center, or customer service.
• Familiarity with hotel reservation systems and telephone systems.
• Ability to handle pressure and solve problems efficiently.

Responsibilities

• Handle individual and group room reservation requests via phone and email.
• Answer inbound calls promptly and redirect as necessary.
• Log all guest interactions in CRM.

Skills

Communication

Interpersonal Skills

Multitasking

Problem-Solving

Tools

Opera

Job description

This job opportunity is with a planned starting date of 1st September 2025.

Key Responsibilities :

Reservations :

Handle individual and group room reservation requests via phone, email, or other channels.

Accurately enter bookings into the reservation system (e.g., Opera, PMS).

Provide information about room types, rates, promotions, and availability.

Upsell rooms and services to maximize revenue.

Ensure all reservation details are accurate and updated.

Process reservation modifications and cancellations in line with company policy.

Call Center Operations :

Answer inbound calls promptly and professionally.

Respond to general inquiries, complaints, or requests for information.

Redirect calls to appropriate departments when necessary.

Log all guest interactions in the CRM or ticketing system.

Handle last-minute requests or emergencies calmly and efficiently.

Qualifications

1–2 years of experience in reservations, call center, or customer service.

Familiarity with hotel reservation systems (e.g., Opera) and telephone systems.

Excellent communication and interpersonal skills.

Ability to multitask, stay calm under pressure, and solve problems efficiently.

Flexible with working hours, including weekends and holidays.

Guest Service Agent • Ras Al-Khaimah, Ras al Khaimah, United Arab Emirates