Guest Service Agent

About the role

The Guest Service Agent will be the first point of contact for guests at ibis One Central Hotel in Dubai, delivering a warm welcome and ensuring a smooth stay. The role combines front‑desk duties, guest assistance, and coordination with internal teams to maintain high service standards.

Key responsibilities

• Greet guests upon arrival and assist with the check‑in process.
• Handle check‑out procedures, including billing and payment processing.
• Address guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Manage room reservations, cancellations, and modifications using the hotel’s booking system.
• Relay messages and information to guests and team members.
• Coordinate with housekeeping and maintenance teams to fulfil guest requests.
• Promote hotel services, upgrades, and special packages.
• Maintain accurate financial records and handle payments.
• Ensure adherence to safety, security, and emergency procedures.
• Maintain guest records, documentation, and inventory of supplies.
• Collect and act on guest feedback to improve services.
• Provide concierge services such as restaurant reservations, transportation, and tours.
• Engage with guests on social media platforms and respond to inquiries.
• Assist in training new team members on guest service protocols.
• Manage lost and found items with proper documentation.

Required profile

• High school diploma or equivalent; hospitality degree a plus.
• Previous experience in customer service or hospitality preferred.
• Familiarity with hotel management software (e.g., Opera) advantageous.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations and resolve conflicts.
• Attention to detail and strong organizational abilities.
• Basic math skills for handling payments and transactions.
• Friendly, approachable demeanor focused on guest satisfaction.
• Willingness to work flexible hours, including nights, weekends, and holidays.

Required skills

• Opera (hotel management software)
• Microsoft Office Suite
• General computer systems proficiency