Guest Service Agent

About the role

The Guest Service Agent is the first point of contact for residents and guests at Kempinski Hotels in Dubai. You will welcome arrivals, assist departures and ensure every interaction reflects the brand’s high standards of hospitality.

Key responsibilities

• Greet arriving residents and guests and provide a warm, professional welcome in line with Kempinski standards.
• Assist departing guests, handling check‑out procedures and addressing any final requests.
• Respond to guest inquiries and requests by phone or in person, providing accurate information or directing them to the appropriate department.
• Handle confidential information, messages, and complaints with discretion and follow‑up.
• Coordinate with other hotel departments to ensure seamless service delivery.
• Maintain up‑to‑date resident and guest records and ensure accurate documentation.
• Promote in‑house sales and facilities to maximise revenue.
• Support security and emergency procedures as required.

Required profile

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

Required skills