Front Desk Agent
Recruit Finds
Dubai, United Arab Emirates
Job summary
Front Desk Agent AT SLS Dubai Hotel & Residences
About this role
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About the Job
Company Description
SLS Dubai Hotel and Residences is a luxury five-star lifestyle property operated under Ennismore, part of the wider Accor group. Located in Downtown Dubai, the hotel is an impressive landmark featuring 946 units across 75 floors, including 254 individually designed hotel rooms, 321 hotel apartments, and 371 branded residences.
The property combines distinctive architecture with contemporary luxury and was created by award-winning architect and interior designer Paul Bishop. SLS Dubai offers a unique hospitality experience designed to surprise and engage guests throughout their stay.
Job Description
The Guest Service Officer will be responsible for delivering a welcoming, personalized, and efficient guest experience from arrival through departure. The role requires strong attention to detail, prompt handling of requests, and consistent compliance with hotel procedures and service standards.
Key Responsibilities
Welcome, greet, and efficiently complete the check-in process for arriving guests.
Provide guests with accurate information about the hotel, available services, Dubai attractions, and current local events.
Handle guest requests carefully, ensuring appropriate service is provided and necessary follow-up is completed.
Recognize different categories of guests, including guests with confirmed or claimed reservations, walk-ins, VIPs, and groups, and respond according to the appropriate procedures.
Monitor and follow up on arrivals, registration card amendments, special requests, rate adjustments, room changes, account queries, and reservation-related matters.
Respond promptly to guest requests, accidents, or reported thefts, ensuring matters are addressed within the required 20-minute response period and properly recorded in Nuvola or the hotel's designated reporting system.
Keep the reception handover log updated and communicate guest feedback and outstanding matters to the Manager on Duty.
Protect guest privacy by ensuring confidential information is handled securely and never disclosed improperly.
Follow all established hotel policies, procedures, and operational standards.
Monitor front desk supplies, maintain appropriate stock levels, and arrange replenishment when necessary.
Apply the hotel's credit and payment procedures when handling cash, credit cards, company accounts, vouchers, third-party payments, foreign currencies, and other approved payment methods.
Promote appropriate upselling opportunities to help maximize room rates and revenue.
Keep the reception and other assigned work areas clean, organized, and well maintained.
Qualifications
High school diploma or equivalent qualification.
One to two years of experience in a customer-facing position, preferably within an upscale, luxury, or lifestyle hotel.
Comfortable using computers and point-of-sale systems to access and record work-related information.
Able to work for extended periods while viewing a computer screen.
Friendly, gracious, approachable, and positive personality.
Capable of handling several tasks simultaneously in a fast-moving environment while maintaining strong attention to detail.
Excellent spoken and written English communication skills.
Ability to establish cooperative and productive working relationships with colleagues and other hotel departments.
Comfortable working independently while also contributing effectively to a team-oriented environment.
Knowledge of Chinese is an added advantage.