Guest Service Agent

About the role

The Guest Service Agent provides a warm, professional, and efficient experience to hotel guests from arrival to departure, handling check‑in, check‑out, inquiries and coordination with other departments.

Key responsibilities

• Welcome guests, perform check‑in and check‑out procedures accurately.
• Verify guest information, identification, payment and reservation details.
• Provide information on hotel facilities, services, policies and local attractions.
• Handle guest inquiries, requests, complaints and feedback promptly.
• Coordinate with Housekeeping, Maintenance, Reservations, F&B and other departments.
• Manage room assignments and update the Property Management System (PMS).
• Process room charges, payments, deposits, refunds and cash/card transactions.
• Assist with luggage, transportation arrangements, wake‑up calls and other guest services.
• Maintain accurate guest records and ensure confidentiality.
• Prepare daily reports and shift handover information.

Required profile

• Diploma or degree in Hotel Management, Hospitality, Tourism or related field (preferred).
• Minimum 1–2 years experience as a Guest Service Agent, Front Desk Agent or similar role.
• Previous UAE or GCC hotel experience is an advantage.
• Good knowledge of English; additional languages are a plus.
• Professional appearance, positive attitude and ability to work shifts, weekends and holidays.

Required skills

• Front office operations
• Guest service procedures
• Cash and card transactions
• Hotel Property Management System (PMS) usage