Guest Service Agent

About the role

The Guest Service Agent welcomes and bids farewell to residents and guests, ensuring a friendly and caring experience that reflects Kempinski’s luxury standards. Working under the Front Desk Manager, you will be the first point of contact, handling inquiries, requests and departures in a professional manner.

Key responsibilities

• Greet arriving residents and guests and assist departing guests in line with Kempinski standards.
• Answer resident and guest requests via phone or in person, providing information, taking appropriate actions or referring issues to relevant departments.
• Handle confidential information, messages, calls and organise services or complaints as needed.
• Support other departments and ensure prompt, cordial attention to all guests, resolving problems efficiently.
• Coordinate with operating departments, security personnel and emergency procedures.
• Maintain accurate resident information, promote in‑house sales and facilities to maximise revenue.
• Conduct efficient hand‑over with the incoming shift and perform additional tasks as required.

Required profile

• Eligible to work in the United Arab Emirates.
• Higher education in Hotel Management or related field.
• Minimum 2 years experience in a Front Office role, preferably in a 5‑star property or residence.
• Proven track record with career progression.
• Mature, customer‑focused and able to work in a multinational environment.
• Fluent in English (written and spoken); additional languages are a plus.

Required skills