Guest Service Agent

About the role

NH Collection Dubai The Palm is looking for a Guest Service Agent to provide warm, professional and personalised service to guests throughout their stay, ensuring a smooth arrival and departure while maintaining NH Collection service standards. The role supports the Front Office team in delivering an exceptional guest experience.

Key responsibilities

• Welcome and assist guests in a friendly and professional manner.
• Handle guest check-in and check-out efficiently.
• Process room assignments, payments, deposits and guest accounts accurately.
• Respond to guest inquiries, requests and concerns promptly and professionally.
• Provide information about hotel facilities, services, restaurants and local attractions.
• Coordinate with Housekeeping, Reservations, Concierge and other departments so guest requests are handled smoothly.
• Maintain accurate guest profiles and update information in the hotel system.
• Handle telephone calls, emails and other guest communications when required.
• Promote hotel facilities, services and upselling opportunities.
• Ensure guest complaints are handled appropriately and escalated when necessary.
• Maintain confidentiality of guest information and comply with hotel policies and procedures.

Required profile

• Previous Front Office or Guest Service experience in a hotel is preferred.
• Excellent communication and interpersonal skills, customer-focused with a positive and professional attitude.
• Ability to work flexible shifts, including weekends and public holidays.
• Fluent in English; additional languages are an advantage.

Required skills

• Good computer skills.
• Knowledge of hotel PMS systems is an advantage.