Guest Service Agent - Novotel Dubai Al Barsha

About the role

A professional, customer-focused Guest Service Agent is sought for the front office team at Novotel Dubai Al Barsha. The agent is the face of the hotel, welcoming guests and delivering high standards of hospitality through warm greetings, efficient check-in and check-out and thoughtful problem solving.

Key responsibilities

• Greet and personally escort guests, giving directions rather than just pointing the way
• Execute accurate check-in and check-out while following hotel standards and protocols
• Answer guest questions about facilities, services and local attractions
• Handle complaints empathetically, document interactions and escalate complex issues to the supervisor or manager
• Monitor room status, block rooms on request and maintain accurate guest histories and pre-registration of recurring guests
• Keep guest information confidential and respect guest privacy
• Operate the Opera system and front office equipment accurately
• Review arrival and departure lists daily and alert management to VIP guests
• Collaborate with colleagues and other departments to coordinate guest services

Required profile

• Bachelor's degree in Tourism, Languages or a related field
• 1-3 years of experience with Opera or similar hotel management software
• Fluent English, written and spoken, with excellent communication skills
• Strong customer service orientation and conflict resolution skills
• Ability to work in a fast-paced environment with a professional appearance

Required skills

• Check-in, check-out and key handling procedures
• Opera property management system
• Organizational and multitasking skills with attention to detail

Preferred: additional languages, luxury hospitality experience, familiarity with booking platforms, and hospitality management certification.