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Guest Services Officer

AccorHotel

Dubai

On-site

AED 24,000 - 30,000

Full time

24 days ago

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Job summary

A leading hotel chain is seeking a skilled Front Desk Agent to provide exceptional service and ensure guest satisfaction. The role encompasses managing check-in/check-out procedures, responding to inquiries, and maintaining guest profiles accurately. The ideal candidate will thrive in high-pressure situations and have a passion for hospitality.

Qualifications

  • Previous experience in hospitality or customer service in luxury hotel.
  • Proficiency in English; additional languages like Spanish or French are a plus.

Responsibilities

  • Welcome guests and assist with registration ensuring smooth check-in/check-out.
  • Handle guest inquiries, requests, and any complaints with professionalism.
  • Manage reservations and billing, ensuring accuracy and confidentiality.

Skills

Communication
Multitasking
Problem-solving
Attention to Detail

Education

High school diploma or equivalent
Degree in hospitality management or related fields

Tools

Property Management Systems (PMS)
Reservations software
Word
Excel
Outlook

Job description

  • Warmly welcome guests upon arrival assist with registration and ensure smooth checkin/checkout procedures.
  • Verify guest preferences ensuring that room assignments and special requests are met.
  • Offer a seamless departure process by handling checkout swiftly ensuring all accounts are accurately settled.
  • Handle guest inquiries requests and complaints with the utmost professionalism responding promptly and efficiently.
  • Offer tailored recommendations about hotel services local attractions and events to enhance the guest experience.
  • Manage guest expectations and resolve any issues or concerns to ensure complete satisfaction.
  • Accurately manage room assignments and keep guest profiles updated.
  • Process billing and payments including cash credit cards and digital transactions ensuring correctness and confidentiality.
  • Resolve billing discrepancies with efficiency providing clarity on charges as needed.
  • Handle reservation modifications cancellations and special requests while ensuring the availability of preferred accommodations.
  • Keep the reservations system uptodate ensuring accuracy and maximizing room occupancy.
  • Work closely with the Sales and Reservations team to confirm guest bookings and accommodate lastminute changes.
  • Provide concierge services by helping guests with transportation restaurant reservations spa appointments tickets to events and other special requests.
  • Proactively anticipate guest needs and provide personalized service such as arranging surprise amenities or requests for special occasions.
  • Maintain thorough knowledge of hotel amenities services and operational procedures to provide accurate information to guests.
  • Stay informed about local attractions restaurants and events and provide informed recommendations to enhance guests stays.
  • Work cohesively with other departments such as Housekeeping Engineering and F&B to address guest needs and resolve any service issues.
  • Assist team members during peak hours and highdemand periods maintaining a calm and professional demeanor.
  • Ensure the front desk area is clean organized and welcoming at all times.
  • Handle administrative tasks such as filing sorting and data entry as needed.
  • Follow hotel policies procedures and safety standards ensuring the wellbeing of guests and team members.
  • Monitor security systems and report any suspicious activity or safety concerns to appropriate departments.
  • Ensure that all guest information remains confidential and is handled with respect.

Qualifications :

  • Previous experience in hospitality or customer service preferably in a luxury hotel or 5star environment.
  • Experience with property management systems (PMS) or hotel reservation software is highly preferred.
  • Excellent communication and interpersonal skills with the ability to manage challenging situations calmly and professionally.
  • Strong multitasking abilities and the capacity to handle highpressure situations.
  • Problemsolving skills with the ability to find creative solutions to guest concerns.
  • Exceptional attention to detail ensuring high standards of service and accuracy in billing and room assignments.
  • High school diploma or equivalent required; a degree in hospitality management or related fields is a plus.
  • Proficiency in English; additional languages such as Spanish French or Mandarin are a significant advantage.
  • Experience using property management systems (PMS) reservations software and basic office software (Word Excel Outlook).
  • Ability to operate hotel phone systems fax and other office equipment.

Remote Work :

No


Employment Type :

Fulltime

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