Full job description

The Guest Service Agent is responsible for delivering exceptional customer service to guests from arrival to departure. The role ensures smooth check-in/check-out procedures, handles guest inquiries, and addresses any concerns promptly while maintaining a welcoming and professional atmosphere.

Key Responsibilities

• Greet guests warmly upon arrival and assist with check-in and check-out procedures.
• Handle reservations, room assignments, and guest requests efficiently and accurately.
• Provide information about hotel facilities, services, and local attractions.
• Respond promptly to guest complaints and ensure effective resolution to enhance guest satisfaction.
• Answer incoming calls and emails, manage bookings, and transfer calls as necessary.
• Maintain accurate records of guest information, payments, and billing.
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
• Ensure compliance with hotel policies, safety, and security procedures.
• Promote hotel facilities and upsell rooms, amenities, and services when appropriate.
• Maintain a professional and welcoming front desk area at all times.

Qualifications & Skills

• Bachelor’s Degree / Diploma in Hospitality Management or related field preferred.
• Previous experience in front office, hospitality, or customer service is an advantage.
• Excellent communication and interpersonal skills.
• Strong problem-solving ability and attention to detail.
• Proficient in MS Office and hotel property management systems (PMS).
• Ability to work in a fast-paced environment and handle multiple tasks.
• Fluency in English and Arabic
• Flexible to work shifts, weekends, and holidays.