Guest Service Agent

Abu Dhabi, United Arab Emirates

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Job Description

Job Summary:
The Guest Service Agent is responsible for providing exceptional customer service to guests, ensuring a smooth and welcoming experience from check-in to check-out. This role involves handling reservations, addressing guest inquiries, and resolving issues promptly to enhance guest satisfaction.
Key Responsibilities:
1. Guest Services:

Greet guests warmly upon arrival and assist with check-in/check-out procedures.
Provide information about hotel amenities, services, and local attractions.
Handle guest requests, complaints, and concerns professionally and efficiently.
Maintain a high level of hospitality and professionalism at all times.

2. Reservations & Front Desk Operations:

Process reservations, cancellations, and modifications accurately.
Verify guest identification, payment methods, and room assignments.
Manage room availability and coordinate with housekeeping for timely room readiness.
Answer phone calls, emails, and in-person inquiries promptly.

3. Billing & Payments:

Process guest payments, including cash, credit cards, and invoices.
Verify and post charges to guest accounts.
Handle billing discrepancies and disputes with tact and efficiency.

4. Administrative Duties:

Maintain accurate guest records in the property management system (PMS).
Prepare daily reports (occupancy, arrivals/departures, etc.).
Assist in coordinating with other departments (housekeeping, maintenance, etc.).

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