Guest Service Agent – Park Regis Kris Kin Hotel Dubai

Job Summary:

The Guest Service Agent (GSA) is the first point of contact for hotel guests, responsible for ensuring a smooth check-in and check-out process, handling guest requests, and providing an exceptional level of customer service to enhance the overall guest experience.

Key Responsibilities:

1. Guest Check-In and Check-Out:

   • Welcome guests warmly and professionally.

   • Process check-ins and check-outs efficiently, including verifying guest information and payment methods.

   • Issue room keys and provide necessary information about hotel facilities and services.

2. Guest Assistance and Services:

   • Respond promptly to guest inquiries, requests, and complaints.

   • Coordinate with other hotel departments to ensure guest needs are met.

   • Provide information about local attractions, transportation, and dining options.

3. Reservations and Front Desk Support:

   • Handle reservations, cancellations, and modifications via phone, email, or booking systems.

   • Maintain accurate guest records and update the property management system.

4. Billing and Financial Transactions:

   • Handle guest payments accurately, including cash, credit cards, and room charges.

   • Resolve billing issues or discrepancies professionally.

5. Customer Service Excellence:

   • Maintain a courteous, helpful, and professional demeanor at all times.

   • Anticipate guest needs and provide personalized service to exceed expectations.

6. Safety and Security:

   • Adhere to hotel security policies and procedures.

   • Report any suspicious activity or incidents to management promptly.

Skills and Qualifications:

• High school diploma or equivalent; hospitality-related certification preferred.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities and attention to detail.

• Proficiency in property management systems (PMS) and Microsoft Office.

• Ability to work in a fast-paced environment, including nights, weekends, and holidays.

• Multilingual skills are an advantage, especially English, Arabic, Russian, or German in the Gulf region.

Personality Traits:

• Friendly, approachable, and professional.

• Calm under pressure and capable of handling difficult situations gracefully.

• Customer-focused with a genuine desire to enhance guest experiences.