Guest Service Agent

About the role

The Guest Service Agent will be the first point of contact for guests at Dukes The Palm Dubai Hotel, delivering professional and personalized service to ensure memorable stays. Working at a luxury property within the Colbert Collection, you will handle arrivals, departures and all guest inquiries with a focus on quality and efficiency.

Key responsibilities

• Welcome guests, assign rooms and manage all check‑in and check‑out procedures.
• Handle online and telephone reservations, confirm group bookings and arrange VIP or event services.
• Provide accurate information on rooms, rates, amenities and hotel facilities.
• Address guest complaints promptly and coordinate with housekeeping to guarantee room readiness.
• Upsell additional facilities and services where appropriate.
• Maintain up‑to‑date booking and payment records, run daily reports and complete cashier and closing reports.
• Process all payment types, vouchers, adjustments and miscellaneous charges.
• Record wake‑up call requests and communicate them to the relevant department.

Required profile

• Previous experience in a large luxury hotel (minimum 500 keys); pre‑opening experience is a plus.
• Proven work experience as a Guest Service Agent.
• Familiarity with the Opera property management system.
• Strong organizational and multitasking abilities in a fast‑paced environment.
• Flexibility to work shifts, including evenings and weekends.

Required skills

• Opera (property management system) proficiency.