Guest Service Agent

About the role

FIVE Hotels and Resorts is hiring a Guest Service Agent to join its Front Office team in Dubai. The role welcomes guests, handles their requests and enquiries and provides information about rooms, amenities and local attractions, in line with the group's luxury service standards.

Key responsibilities

• Welcome guests warmly and attend to their service needs with care.
• Answer and document guest requests, enquiries and concerns through multiple channels, giving accurate and timely replies.
• Operate the telephone switchboard efficiently, handling wake-up calls and routing calls to the right departments.
• Record and relay messages accurately, keeping precise communication records.
• Log guest requests or issues in the computer system and coordinate with departments for swift resolution.
• Tell guests about room features, amenities and local attractions, and help them access WiFi and use guest room entertainment systems.
• Follow policies, procedures and grooming standards, and protect confidential information and company assets.
• Work positively with colleagues and support teamwork across departments; complete other reasonable duties assigned by supervisors.

Required profile

• 1-2 years of experience in a luxury hotel in a similar role.
• Excellent verbal and written communication, with fluent English (additional languages are a plus).
• Previous experience in Forbes or leading quality assurance rated properties is advantageous.
• Flexibility to work a variety of shifts, including weekends and holidays.
• Professional appearance in line with the company's grooming standards.

Required skills

• Computer literacy, with strong knowledge of Microsoft Word, Excel and Outlook.
• Exceptional knowledge of hotel property management software, specifically Opera.
• Time management and multi-tasking skills.

What we offer

• A fixed monthly salary of AED 1,600.