Guest Service Agent

Job SnapshotRole: Guest Service Agent
- Front Office OperationsLocation: Dubai, United Arab EmiratesIndustry: HospitalityFunction: Customer ServiceExperience: Minimum 1 year in a similar role within a four-star or five-star hotelJob Type: Full-timePosition Overview Accor is hiring a Guest Service Agent
- Front Office Operations professional in Dubai, United Arab Emirates, for a Hospitality opportunity covering guest arrivals, departures, reservations, cashiering, and reception support. This role is suited to an attentive hotel professional who can manage front desk procedures accurately while creating a welcoming experience throughout each guest 's stay. The position connects reception, reservations, housekeeping, finance, and other hotel departments. Reliable communication and timely follow-up will help maintain secure room access, efficient service, accurate guest accounts, and smooth shift transitions.
Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Customer Service

Salary:
3000-5000 Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any

Job Type
Full-timeRole Context The Guest Service Agent manages important front office interactions from check-in through final account settlement. The position requires a balance of hospitality, administrative accuracy, security awareness, and practical problem-solving. Performance in this role directly affects guest satisfaction, reception efficiency, billing accuracy, and the hotel 's first and final impression. The successful candidate will remain approachable during busy periods while carefully following operating, financial, and security procedures.

Key Responsibilities
Welcome guests professionally upon arrival and acknowledge them when leaving the hotel.
Register arrivals and complete check-in procedures reservations, identification details, room assignments, rates, and payment arrangements.
Enter complete and current guest information into the hotel system.
Issue room key cards while applying established access-control and security procedures.
Prepare for daily arrivals by reviewing room allocations, amenities, preferences, and special requests.
Identify VIP guests, groups, functions, occupancy levels, and other daily operational priorities.
Complete guest check-outs efficiently and explain account charges when required.
Process cashiering activities, payment settlements, and foreign currency transactions.
Support night-audit procedures when assigned.
Balance financial transactions and report discrepancies through the correct internal process.
Manage walk-in reservations and telephone bookings when the reservations department is closed.
Maintain working knowledge of hotel rate codes, packages, market segments, and approved discounts.
Apply the correct booking and billing procedures for each reservation type.
Respond promptly to guest enquiries, requests, and service concerns.
Coordinate with relevant departments to ensure requested action is completed without unnecessary delay.
Handle initial complaints calmly and seek management assistance when further resolution is needed.
Maintain contact with guests after reported problems to confirm satisfactory resolution.
Operate safe-deposit boxes according to hotel policies and security requirements.
Receive and deliver guest messages, mail, parcels, and other approved items.
Assist with the information desk, business centre, foreign exchange, and night audit when scheduled.
Review the front office logbook at the beginning of each shift.
Follow up outstanding matters and record clear updates for the next team.
Communicate important arrivals, unresolved requests, account issues, and operational changes during handover.
Inspect front office equipment and report faults requiring attention.
Keep the reception and surrounding work areas clean, organized, and presentable.
Report unusual incidents, suspicious activity, accidents, or security concerns to the manager.
Follow hotel procedures relating to fire response, first aid, accident prevention, and emergency professional grooming, a neat uniform, and a positive manner throughout the shift.
Update the manager regarding significant guest concerns and front office developments.
Assist with daily reception operations and other reasonable assignments when required.
Ideal ProfilePractical understanding of hotel reception proceduresExperience managing guest arrivals and departuresConfidence handling payments and account settlementsClear verbal and written communicationGood judgment when resolving guest concernsAttention to identification, billing, and reservation detailsAbility to coordinate requests across hotel departmentsAwareness of confidentiality and guest security requirementsWillingness to work rotating shifts, weekends, and public holidaysProfessional conduct during busy or sensitive situationsSkills SetHotel property management systemsGuest check-in and check-outFront desk ad