Job Description

An organization built on professionalism, extensive experience, and guest-centricity, Desert Gate was the long-sought dream of a visionary who established the company in 2004 as a supplier of the local needs of top-level tour operators in the UAE. Today, it is a full-fledged premium DMC, serving the seven emirates of the UAE, Oman, the Maldives, and its newest destinations Qatar and Mauritius. Over the years, the company has been recognised and rewarded for its innovative approach to product design as well as providing top notch service to its guests.



With a solid financial base complemented by a well-proven, reliable top management boasting 75 years of combined experience in the travel industry, Desert Gate envisions becoming the number one luxury travel group in the Gulf region, with a plan to expand its services to other destinations that are culturally connected to its home market.

Desert Gate

is part of the MTS Globe group (www.mtsglobe.com) and through that partnership has access to the best-in-class technology and cleanest XML feed in the industry. Also, as a traditional DMC, Desert Gate has all you can expect from a first-rate ground handler, such as excellent contracting, creative excursions, and superior in-resort service levels.



We are seeking a proactive, confident and customer-focused Guest Advisor to provide excellent customer service to hotel guests in addition to engaging and selling tours of UAE attractions. The role is focused on welcoming guests, assisting with hotel check-in when required, answering guest queries, and ensuring a positive overall experience.


The ideal candidate for the Guest Advisor role is a highly motivated, proactive person, with a friendly and approachable attitude. They will be fluent in English and Czech with a proven track record in guest services within the tourism/ hospitality industry. They will have a persuasive personality and the ability to upsell excursions and tour packages in a way that feels helpful rather than pushy.

MAIN TASKS & RESPONSIBILITIES

Welcome Guests at the Airport:

Meet and greet guests upon arrival, ensuring a warm and professional first impression. Assist with luggage coordination and provide guests with an overview of their itinerary. Escort guests to their transportation, ensuring a seamless transition from the airport to their hotel or excursion.

Assist with Check-in:

Liaise with hotel reception staff to facilitate smooth and expedited check-in for guests. Ensure guests receive all necessary hotel and excursion information, including key cards, welcome packs, and itinerary details. Address any immediate guest concerns, such as room preferences, special requests, or dietary needs. Handle Guest Questions and Queries Swiftly and Effectively: Act as the first point of contact for guest inquiries, providing accurate information on services, excursions, and local attractions. Offer assistance with bookings, special arrangements, or additional requests. Maintain a helpful and resourceful approach, ensuring guests feel valued and well-informed.

Updating Reports on the CRM:

Accurately input and update guest information, including arrivals, departures, and feedback, in the CRM system. Maintain records of guest preferences, issues raised, and any special accommodations made. Ensure real-time updates on guest activities, excursion bookings, and complaints for seamless coordination with the operations team.

Handling Payment Collections for Excursions:

Process payments for tours, activities, and excursions, ensuring accuracy and compliance with company policies. Issue receipts and provide guests with booking confirmations. Handle cash and card transactions securely, following financial and reconciliation procedures.

Managing Any Complaints in a Constructive Manner:

Listen to guest concerns with empathy and professionalism, ensuring prompt resolution. Take appropriate action to address complaints, escalating unresolved issues to management if necessary. Follow up with guests to ensure satisfaction and maintain a positive brand reputation.

EDUCATION & PROFESSIONAL QUALIFICATION:

High school diploma or equivalent; additional training in tourism or hospitality is a plus. Valid UAE Tour Guide License would be an advantage Valid UAE driving license (or an international driving license that can be converted to a UAE driving license under the RTA scheme)

EXPERIENCE & SKILLS:

Industry Experience - experience in customer service roles in the tourism and hospitality sectors. Experience of guiding tours and groups is preferred but not essential Communication - excellent verbal and written communication skills with a focus on excellent customer service. Languages: Fluent in English & Czech with excellent verbal and written communication. Problem-Solving Skills - demonstrated experience of resolving customer queries and handling conflicts and complaints in a constructive manner. Specialist Knowledge - an in-depth knowledge of the UAE tourist attractions and products is preferred but not essential Sales - experience promoting and selling excursions, tours, and additional services to enhance the guest experience. Efficient in handling payments, updating CRM reports, and ensuring seamless check-in processes.

CANDIDATE PROFILE:

Customer-Centric Mindset - Passionate about delivering excellent guest experiences and resolving concerns proactively. Friendly, welcoming, and able to put guests at ease upon arrival. Naturally upbeat and enjoys interacting with people, making tours and guest interactions lively and memorable. Sales-Oriented Approach - Naturally persuasive, able to upsell excursions and tour packages in a way that feels helpful rather than pushy. Understands guest preferences and can tailor recommendations accordingly. Proactive & Self-Motivated: Able to take the initiative in addressing guest needs without waiting for direction. The ability to multitask in a fast-paced environment, managing both administrative and guest-facing duties. Team Player - Works collaboratively with colleagues, hotel staff, and external partners to enhance guest experience. Professional & Presentable - Maintains a well-groomed and polished appearance in line with hospitality industry standards. Communication & Interpersonal Skills - Ability to articulate information clearly and concisely, engaging guests of different backgrounds. Active listening skills to understand guest needs and provide tailored recommendations. Problem-Solving & Conflict Resolution - a quick thinker who can effectively handle guest complaints with empathy and professionalism. The ability to remain calm under pressure and turn challenges into positive guest experiences. * Culturally Aware & Adaptable - Comfortable interacting with diverse guests and able to tailor communication styles accordingly. Enthusiastic about sharing knowledge of the UAE's history, culture, and attractions.