Guest Service Agent - Front Office Operations

Accor Group; Dubai; On-site; AED 33,480 - 55,800; Full time

Job summary

Accor is hiring a Guest Service Agent - Front Office Operations in Dubai, United Arab Emirates for a full-time hospitality role. You will manage guest arrivals, departures, reservations, cashiering, and reception support while coordinating with front desk, reservations, housekeeping, and finance to ensure a seamless guest experience.

The ideal candidate will have strong communication skills, attention to detail, and the ability to handle guest requests across departments during shifts.

Qualifications

• Understanding of hotel reception procedures and front desk operations
• Experience handling guest arrivals and departures
• Ability to manage payments and settle accounts accurately
• Clear verbal and written communication skills
• Strong attention to guest confidentiality and security

Responsibilities

• Welcome guests professionally upon arrival and acknowledge them during departure.
• Register arrivals and complete check-in procedures accurately.
• Confirm reservations, IDs, room assignments, rates, and payment arrangements.
• Enter guest information into the hotel system.
• Issue room keys and apply security procedures.
• Balance financial transactions and handle cashiering and foreign currency transactions.
• Coordinate with other departments to fulfill guest requests promptly.
• Handle complaints calmly and escalate when needed.

Skills

Guest check-in/check-out

Cashiering and payments

Front desk administration

Guest profile management

Shift handover reporting

VIP and special requests handling

Tools

Hotel property management systems

Job description

Job Snapshot

Role: Guest Service Agent - Front Office Operations

Location: Dubai, United Arab Emirates

Industry: Hospitality

Function: Customer Service

Experience: Minimum 1 year in a similar role within a four-star or five-star hotel

Job Type: Full-time

Position Overview Accor is hiring a Guest Service Agent - Front Office Operations professional in Dubai, United Arab Emirates, for a Hospitality opportunity covering guest arrivals, departures, reservations, cashiering, and reception support. This role is suited to an attentive hotel professional who can manage front desk procedures accurately while creating a welcoming experience throughout each guest 's stay. The position connects reception, reservations, housekeeping, finance, and other hotel departments. Reliable communication and timely follow-up will help maintain secure room access, efficient service, accurate guest accounts, and smooth shift transitions.

Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Customer Service Salary: 3000-5000 Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context The Guest Service Agent manages important front office interactions from check-in through final account settlement. The position requires a balance of hospitality, administrative accuracy, security awareness, and practical problem-solving. Performance in this role directly affects guest satisfaction, reception efficiency, billing accuracy, and the hotel 's first and final impression. The successful candidate will remain approachable during busy periods while carefully following operating, financial, and security procedures.

Key Responsibilities

• Welcome guests professionally upon arrival and acknowledge them when leaving the hotel.
• Register arrivals and complete check-in procedures accurately.
• Confirm reservations, identification details, room assignments, rates, and payment arrangements.
• Enter complete and current guest information into the hotel system.
• Issue room key cards while applying established access-control and security procedures.
• Prepare for daily arrivals by reviewing room allocations, amenities, preferences, and special requests.
• Identify VIP guests, groups, functions, occupancy levels, and other daily operational priorities.
• Complete guest check-outs efficiently and explain account charges when required.
• Process cashiering activities, payment settlements, and foreign currency transactions.
• Support night-audit procedures when assigned.
• Balance financial transactions and report discrepancies through the correct internal process.
• Manage walk-in reservations and telephone bookings when the reservations department is closed.
• Maintain working knowledge of hotel rate codes, packages, market segments, and approved discounts.
• Apply the correct booking and billing procedures for each reservation type.
• Respond promptly to guest enquiries, requests, and service concerns.
• Coordinate with relevant departments to ensure requested action is completed without unnecessary delay.
• Handle initial complaints calmly and seek management assistance when further resolution is needed.
• Maintain contact with guests after reported problems to confirm satisfactory resolution.
• Operate safe-deposit boxes according to hotel policies and security requirements.
• Receive and deliver guest messages, mail, parcels, and other approved items.
• Assist with the information desk, business centre, foreign exchange, and night audit when scheduled.
• Review the front office logbook at the beginning of each shift.
• Follow up outstanding matters and record clear updates for the next team.
• Communicate important arrivals, unresolved requests, account issues, and operational changes during handover.
• Inspect front office equipment and report faults requiring attention.
• Keep the reception and surrounding work areas clean, organized, and presentable.
• Report unusual incidents, suspicious activity, accidents, or security concerns to the manager.
• Follow hotel procedures relating to fire response, first aid, accident prevention, and emergency situations.
• Maintain professional grooming, a neat uniform, and a positive manner throughout the shift.
• Update the manager regarding significant guest concerns and front office developments.
• Assist with daily reception operations and other reasonable assignments when required.

Ideal Profile

• Practical understanding of hotel reception procedures
• Experience managing guest arrivals and departures
• Confidence handling payments and account settlements
• Clear verbal and written communication
• Good judgment when resolving guest concerns
• Attention to identification, billing, and reservation details
• Ability to coordinate requests across hotel departments
• Awareness of confidentiality and guest security requirements
• Willingness to work rotating shifts, weekends, and public holidays
• Professional conduct during busy or sensitive situations

Skills Set

• Hotel property management systems
• Guest check-in and check-out
• Front desk administration
• Reservation processing
• Room allocation
• Cashiering and payment settlement
• Foreign currency transactions
• Night-audit support
• Guest profile management
• Rate-code and package knowledge
• Key-card security
• Safe-deposit box procedures
• VIP and group arrival preparation
• Guest complaint resolution
• Service-request coordination
• Telephone communication
• Shift handover reporting
• Front office logbook maintenance
• Mail and parcel handling
• Fire and emergency procedures

Why Join Us This position offers practical exposure to the full guest journey within Dubai 's active Hospitality sector. Experience across reception, reservations, cashiering, service recovery, and night operations can support future progression into front office supervision, guest relations, duty management, or rooms division roles. Eligible employees may receive discounted rates across participating Accor hotels, access to structured learning through company academies, and development opportunities across properties and brands. Team members can also contribute to responsible hospitality and corporate social responsibility programs.

About the Company Accor is an international hospitality group bringing together more than 45 brands across hotels, restaurants, and lifestyle destinations. The organization supports professional learning, internal career mobility, memorable guest experiences, and responsible practices across its global network.