Agent

Roles and responsibilities

The primary responsibility of a guest service agent is to provide expertise services in a courteous manner. You are responsible for taking reservations, greeting and registering guests, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay.

You will handle all guest enquires, requests and comments promptly and efficiently, ensuring their stay in the hotel is to their satisfaction.
Guest Check-In & Check-Out:

Greet and check-in guests promptly and professionally upon arrival, ensuring all necessary information is captured and provided.
Verify guest information, issue room keys, and provide details about hotel services, amenities, and policies.
Check guests out in an efficient and accurate manner, ensuring that bills are settled and any outstanding issues are addressed.
Handle early check-ins, late check-outs, and special requests as required.
Guest Inquiries & Service:

Respond to guest inquiries regarding hotel facilities, services, local attractions, and events in a friendly and knowledgeable manner.
Assist guests with any special requests, including providing directions, arranging transportation, booking reservations for dining, or other services.
Resolve guest concerns, complaints, or issues with professionalism, ensuring guest satisfaction and following company protocols for issue resolution.
Reservations & Room Assignments:

Manage reservations, both in person and over the phone, ensuring accurate and up-to-date booking information.
Coordinate room assignments based on guest preferences, special requests, and availability.
Assist in managing overbookings and ensure that guests are accommodated according to their needs.
Billing & Payments:

Process payments for guest services, including room rates, amenities, and incidental charges, using the hotel’s point-of-sale (POS) system.
Issue and process invoices, ensure billing accuracy, and address any billing discrepancies or concerns with guests.
Ensure cash handling is accurate and follows hotel policies and procedures.
Administrative & Reporting Tasks:

Perform administrative duties such as preparing daily reports, maintaining guest records, and ensuring all data is accurate and up to date.
Handle correspondence, including taking and delivering messages to guests.
Assist in the preparation of daily occupancy reports, guest arrival and departure lists, and other front office-related tasks.

Desired candidate profile

A strong focus on customer service
Prior experience in hotel front office operations
Excellent communication skills; fluency in English and Arabic is required
Be able to work shifts, weekends and public holidays
Computer skills in Ms Office; experience with OPERA is required
Previous experience in a customer-facing role, particularly in hospitality, is preferred but not required.
Familiarity with hotel management software (e.g., Opera, Fidelio) and point-of-sale (POS) systems is a plus.
Skills:

Strong communication and interpersonal skills, with the ability to engage guests in a friendly and professional manner.
Ability to multitask in a fast-paced environment while maintaining attention to detail.
Proficient in basic computer skills, including using reservation systems, word processing, and email applications.
Problem-solving skills to handle guest complaints or issues effectively and calmly.
Strong organizational skills, with the ability to handle multiple tasks and prioritize duties.
Personal Attributes:

Warm, approachable, and personable with a positive attitude and professional demeanor.
Excellent listening skills with the ability to understand guest needs and respond appropriately.
High level of attention to detail, ensuring accuracy in guest records, billing, and service delivery.
Ability to stay calm and professional under pressure, especially during peak times or when handling difficult situations.
Strong work ethic with a willingness to go above and beyond to exceed guest expectations.