Heartist Front Desk Agent: Guest Delight & VIP Service

Accor; Dubai; On-site; AED 72,000 - 110,000; Full time

Job summary

Accor in Dubai is seeking a Front Desk/Guest Relations professional to manage check-in/check-out, reservations, and guest inquiries with a focus on personalized service. You will coordinate with housekeeping, F&B, and concierge to ensure seamless experiences for VIPs and special occasions.

The ideal candidate has a hospitality diploma or degree and 1–2 years of Front Office experience, strong communication skills, and a polished appearance suitable for a luxury hotel environment.

Qualifications

• Diploma or degree in Hospitality Management with at least 1–2 years of experience in Front Office or Guest Relations within a hotel environment.
• Strong communication and interpersonal skills with the ability to handle both operational tasks and personalized guest interactions; additional language skills are an advantage.
• Well-groomed and presentable, with good knowledge of front office systems, problem-solving abilities, and flexibility to work shifts while maintaining high service standards.

Responsibilities

• Performs all Front Desk operations including check-in, check-out, room allocation, and billing in an efficient and professional manner.
• Greets guests warmly upon arrival and departure, ensuring a positive first and last impression.
• Acts as the main point of contact for guest inquiries, requests, and concerns, ensuring prompt resolution.
• Builds strong relationships with guests through personalized interaction and engagement.
• Ensures VIP guests, repeat guests, and special occasions are recognized and handled with care.
• Proactively anticipates guest needs and coordinates with relevant departments to exceed expectations.
• Handles guest complaints with empathy and follows through to ensure complete satisfaction.
• Maintains accurate guest profiles, preferences, and records in the system.
• Coordinates with Housekeeping, Food & Beverage, Concierge, and other departments for seamless service delivery.
• Manages reservations, room status updates, and special requests effectively.
• Ensures lobby presence during peak hours to engage with guests and enhance their experience.
• Monitors guest feedback and takes initiative to improve service standards.
• Ensures proper cashiering procedures, including handling payments and maintaining accuracy.
• Supports in emergency situations and follows hotel policies and procedures.
• Ensures effective communication and detailed handover between shifts.

Skills

Communication skills

Interpersonal skills

Guest interaction

Languages (additional)

Education

Diploma or degree in Hospitality Management

Job description

Accor in Dubai is seeking a Front Desk/Guest Relations professional to manage check-in/check-out, reservations, and guest inquiries with a focus on personalized service. You will coordinate with housekeeping, F&B, and concierge to ensure seamless experiences for VIPs and special occasions.

The ideal candidate has a hospitality diploma or degree and 1–2 years of Front Office experience, strong communication skills, and a polished appearance suitable for a luxury hotel environment.