Guest Service Agent – Park Regis Dubai

Key Responsibilities

Guest Interaction & Service

• Welcome guests warmly upon arrival and ensure a smooth check-in and check-out process.

• Provide accurate information about hotel facilities, services, and local attractions.

• Respond professionally to guest inquiries, requests, and complaints; follow up to ensure satisfaction.

• Maintain high levels of guest engagement and personalize service whenever possible.

• Promote hotel facilities, upgrades, upsell room categories, and loyalty programs.

Front Desk Operations

• Handle room assignments, key issuance, and registration procedures.

• Process payments accurately, including cash, card transactions, pre-authorizations, and billing.

• Maintain updated knowledge of room availability, daily arrivals, departures, and special guest requirements.

• Handle calls through the hotel switchboard following call-handling standards.

• Create, modify, and manage reservations in the PMS (Opera/Fidelio or relevant system).

Communication & Coordination

• Communicate guest requests promptly to housekeeping, engineering, concierge, and other departments.

• Coordinate with transportation, valet, and bell services for guest arrivals and departures.

• Ensure handovers and traces are updated for smooth operation between shifts.

Compliance & Standards

• Follow hotel policies, procedures, and brand service standards.

• Ensure accuracy and confidentiality of guest information.

• Adhere to safety, security, and emergency procedures.

• Maintain a clean, organized, and professional front desk environment.

Reporting & Administration

• Prepare and update daily reports, logs, and checklists.

• Handle lost & found procedures in coordination with security.

• Assist with cashier closing, reconciliation, and shift reports.

Skills & Qualifications

Required

• Previous experience in Front Office or customer service preferred.

• Excellent communication and interpersonal skills.

• Proficiency in PMS systems (Opera is an advantage).

• Strong problem-solving ability and ability to handle difficult situations.

• Professional appearance and positive attitude.

• Ability to multitask under pressure.

Preferred

• Additional language skills (Arabic, Russian, German, French, Italian).

• Knowledge of the local area and hospitality market.

• Experience in a luxury or resort environment.