Guest Service Agent – Front Desk

About the role

Novotel Bur Dubai is seeking a Guest Service Agent to join its front‑office team. Reporting to the Front Office Manager, you will be the first point of contact for arriving and in‑house guests, delivering personalized service and ensuring a dynamic guest experience.

Key responsibilities

• Welcome, greet and check‑in guests, handling reservations, walk‑ins, VIPs and groups.
• Provide accurate information about the hotel, its services, the city and local events.
• Process registration cards, special requests, rate changes, room changes and account inquiries.
• Respond to guest requests, accidents or thefts within 20 minutes and record incidents in HotSos.
• Maintain the reception hand‑over book and communicate guest feedback to the manager.
• Protect guest privacy and follow confidentiality standards.
• Manage front‑desk supplies, par stock and ordering.
• Apply hotel credit policies for cash, card, voucher and third‑party payments.
• Promote up‑selling opportunities to maximize room rates.
• Keep work areas clean and organized at all times.

Required profile

• Fluent in English (written and spoken); additional language is a plus.
• Previous customer‑service experience preferred.
• Strong interpersonal and problem‑solving abilities.
• Highly responsible, reliable and able to work under pressure in a fast‑paced environment.

Required skills

• Proficiency with HotSos or similar hotel property management system.