Guest Service Agent

PURPOSE OF THE ROLE

The Guest Service Agent is responsible for delivering a welcoming, efficient, and professional front desk service to all guests. This role ensures smooth check‑in and check‑out procedures, provides accurate information, and assists in creating a positive guest experience in line with the hotel’s standards.

• Welcome guests courteously upon arrival and manage the check‑in/check‑out process efficiently.
• Handle guest inquiries, provide information on hotel facilities, services, and local attractions.
• Respond promptly to guest requests and ensure they are addressed by the appropriate department.
• Manage room reservations, cancellations, and amendments accurately through the property management system (PMS).
• Process payments, maintain accurate billing, and handle cash or credit card transactions securely.
• Maintain guest records and update information in the system as required.
• Handle telephone calls, emails, and messages in a professional and timely manner.
• Liaise with housekeeping and other departments to ensure guest requirements are met.
• Address guest complaints or escalate issues to the supervisor/manager as necessary.
• Maintain a professional appearance and ensure the reception area is clean and presentable at all times.

• Diploma or degree in Hospitality Management (preferred).

• 1–2 years of experience in a hotel front office or customer service role.

• Strong communication and interpersonal skills.
• Professional grooming and a customer‑oriented attitude.
• Proficiency in English; additional languages (Arabic preferred) will be an advantage.
• Familiarity with hotel property management systems.
• Ability to work shifts, including evenings, weekends, and public holidays.