Guest Service Agent - Novotel Dubai Al Barsha

About the role

Novotel Dubai Al Barsha is looking for a professional, customer-focused Guest Service Agent to join its front office team. You will be the face of the hotel, welcoming guests warmly and delivering efficient check-in and check-out procedures while solving problems thoughtfully. The position is full-time.

Key responsibilities

• Greet and personally escort guests, giving directions rather than just pointing the way
• Carry out accurate check-in and check-out while following hotel standards and protocols
• Answer guest questions about facilities, services and local attractions, and handle complaints empathetically and document interactions
• Monitor room status and block rooms as advised by the Front Office Supervisor
• Keep guest information confidential and respect guest privacy
• Use the Opera system and front office equipment accurately, review arrival and departure lists daily, and escalate complex issues to the supervisor or manager
• Alert management to VIP guests, maintain guest histories and pre-register recurring guests
• Act as an ambassador for the hotel and collaborate with colleagues and other departments

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 strong communication skills
• Proven ability to resolve conflicts and complaints, and to work in a fast-paced environment
• Professional appearance and knowledge of guest privacy protocols

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 or customer service certification.