Front Desk Agent/Guest Service Agent based in UAE

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Front Desk / Guest Services Associate

Job Overview

The role is responsible for delivering efficient and professional front office services throughout the guest journey. The successful candidate will manage arrivals and departures, reservations, guest requests, payments, billing, and other front desk activities while ensuring that all guests receive a welcoming and consistent experience.

Key Responsibilities

• Handle guest arrivals and departures, including check-in and check-out procedures, reservations, modifications, and cancellations.

• Confirm reservation details, process payments, review guest accounts, and make necessary billing adjustments.

• Issue, activate, and manage guest room keys in accordance with established procedures.

• Respond to guest requests, enquiries, and messages and ensure they are communicated to the appropriate departments.

• Provide guests with clear information about hotel facilities, available services, operating hours, room features, directions, and local attractions.

• Follow up on unresolved requests, concerns, or issues carried over from previous shifts to ensure timely resolution.

• Prepare contingency guest lists and other required records for use during emergencies.

• Review daily operational reports and logs and ensure relevant information is accurately recorded.

• Complete cashiering duties and end-of-shift reports using the hotel’s computer systems.

• Record and coordinate guest wake-up call requests with the appropriate department.

• Conduct cash bank counts at the start and end of each shift and ensure funds are properly secured.

• Process different forms of payment, including adjustment vouchers, correction vouchers, paid-outs, miscellaneous charges, and guest change requirements.

• Immediately report guest complaints or reports involving theft to the Loss Prevention or Security team.

• Follow all company policies, operational procedures, quality standards, and safety requirements.

• Report accidents, injuries, hazards, and unsafe working conditions to the responsible manager.

• Maintain a neat, professional appearance and ensure uniform standards are consistently followed.

• Protect confidential and proprietary company information and safeguard hotel assets.

• Welcome guests warmly, acknowledge their needs, anticipate service requirements, and provide appropriate assistance to guests with disabilities.

• Communicate clearly and professionally with guests, colleagues, and other stakeholders, including following appropriate telephone etiquette.

• Build positive working relationships with colleagues and contribute to effective teamwork and achievement of shared goals.

• Comply with established quality assurance standards and service expectations.

• Carry out other reasonable responsibilities assigned by supervisors.

Working Conditions

• This is a full-time, on-site position.

• The role requires extended periods of standing, walking, or sitting.

• The position may involve moving, lifting, carrying, pushing, pulling, and positioning items weighing up to 10 pounds without assistance.

APPLICATION

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