Guest Service Associate - Front Desk

Rosewood Abu Dhabi; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A prestigious hotel in the UAE is seeking a Front Desk Agent to ensure a welcoming experience for guests. Responsibilities include processing check-ins and check-outs, resolving guest inquiries and complaints, and maintaining workplace standards. Candidates should have prior front desk experience and excellent communication skills, with fluency in English preferred. This is an excellent opportunity for those passionate about hospitality.

Qualifications

• Previous Front Desk Agent experience.
• Fluent in English; other languages preferred.
• Ability to exert effort, communicate effectively, and endure physical movements.

Responsibilities

• Check-in and check-out hotel guests courteously and efficiently.
• Process guest check-ins and verify reservations.
• Resolve guest complaints and ensure guest satisfaction.
• Monitor and maintain the cleanliness and organization of the work area.

Skills

Attention to detail

Organization

Problem-solving

Teamwork

Confidentiality

Education

High school diploma

Tools

Property management system

Computers

Job description

Job Description

Press space or enter keys to toggle section visibility

OVERVIEW / BASIC FUNCTION :

Check-in / check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

RESPONSIBILITIES :

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of hotel features/services, room types, rates, availability, and VIP activities.
• Obtain assigned bank, ensure accuracy, and keep it secure.
• Meet with supervisor and departing Guest Service Associate to review daily tasks.
• Access all computer system functions, set up workstation, answer calls promptly, and promote guest relations.
• Process guest check-ins, verify reservations, and handle walk-ins.
• Register guests, obtain ID for tax exemption, and assign rooms.
• Communicate hotel services, handle guest requests and complaints, and maintain guest history files.
• Coordinate VIP arrivals, manage accounts, and handle overbooked situations.
• Document all guest interactions, process check-outs, and settle accounts.
• Solicit guest feedback, handle late check-outs, and manage group check-ins/outs.
• Adhere to cashiering procedures, document in logs, and perform miscellaneous duties like mail and email management.
• Show rooms, provide information, assist with reservations, and promote hotel facilities.

QUALIFICATIONS :

• Experience: Previous Front Desk Agent experience.
• Education: High school diploma.
• Skills: Attention to detail, organization, problem-solving, teamwork, confidentiality.
• Technical Skills: Proficiency in property management system/computers.
• Language: Fluent in English; other languages preferred.
• Physical: Ability to exert effort, communicate effectively, and endure physical movements.
• Licenses: None required.