Job Title: Front Desk Agent / Guest Service Agent
Department: Front Office
Reports To: Front Office Supervisor / Front Office Manager
Location: UAE
Employment Type: Full-time (Shift-based)
Job Summary
The Front Desk Agent is responsible for delivering exceptional guest service by managing all front office operations, including guest check-in and check-out, reservations, cashiering, and handling guest requests or concerns. The role serves as the primary point of contact for guests and plays a vital role in ensuring a positive and memorable guest experience while adhering to brand standards and hotel policies.
Key Responsibilities
- Welcome guests in a professional, friendly, and courteous manner
- Perform efficient and accurate check-in and check-out procedures
- Handle room assignments, upgrades, and special guest requests
- Process reservations, cancellations, and modifications
- Manage guest complaints and resolve issues promptly using service recovery standards
- Coordinate with housekeeping, engineering, and other departments to ensure guest satisfaction
- Handle billing, cashiering, and payment transactions accurately
- Maintain guest profiles, preferences, and loyalty program information
- Ensure compliance with hotel policies, procedures, and brand standards
- Maintain a clean, organized, and professional front desk area
- Prepare shift reports and ensure proper handover communication
Required Skills & Competencies
- Excellent communication and interpersonal skills
- Strong customer service and problem-solving abilities
- Ability to multitask and work under pressure
- Attention to detail and accuracy
- Professional appearance and positive attitude
- Team player with flexibility to work shifts
Qualifications & Experience
- High school diploma or equivalent (Hotel Management diploma preferred)
- Minimum 1 year experience in a hotel front office or customer service role (preferred)
- Knowledge of PMS systems (OPERA, FOSSE, or similar)
- Fluency in English (Arabic, Russian, German, or other languages are an advantage)
Working Conditions
- Shift-based role including nights, weekends, and public holidays
- Prolonged standing during shifts
Salary & Benefits (UAE Market)
Monthly Salary Range (Base Pay)
| Hotel Brand / Category | Salary Range (AED / Month) |
|---|---|
| Luxury Hotels (5★ – e.g., Ritz-Carlton, Raffles, St. Regis) | AED 5,000 – 8,000 |
| Upper Upscale (Marriott, Sheraton, Westin, Hilton) | AED 3,500 – 6,000 |
| Mid-Scale Hotels (Novotel, Holiday Inn, Courtyard) | AED 2,500 – 4,500 |
| Entry-Level / Local Hotels | AED 2,000 – 3,000 |
Benefits (Common in UAE Hotels)
- Accommodation or housing allowance
- Transportation or transport allowance
- Duty meals
- Medical insurance
- Visa and labor card
- Annual leave and air ticket as per UAE labor law
- Service charge and tips (property-dependent)
- Training and career growth opportunities
Performance Indicators
- Guest satisfaction scores
- Accuracy of billing and cashiering
- Complaint resolution effectiveness
- Adherence to brand standards and SOPs
Career Progression
Front Desk Agent → Senior GSA → Front Office Supervisor → Assistant Front Office Manager → Front Office Manager
