Job Description

Job Title: Guest Service Agent

Location: [Samaya Hotel - Dubai - Deira ]

Job Type: Full-Time

Summary:

We are seeking a dedicated and professional Guest Service Agent to join our team at [Samaya Hotel ]. The ideal candidate will have experience with the Opera PMS system and be fluent in both English and Arabic. As a Guest Service Agent, you will play a crucial role in ensuring that our guests receive exceptional service from check-in to check-out. If you are passionate about hospitality, possess strong communication skills, and thrive in a fast-paced environment, we would love to hear from you.

Organizational Relationship:

• Reports to: Front Office Manager or Guest Services Manager
• Works closely with: Reservations Department, Housekeeping, Food and Beverage, Maintenance, and Sales and Marketing teams.

Duties and Responsibilities:

• Guest Interaction:
• Welcome and assist guests with a warm and professional demeanor upon arrival.
• Manage the check-in and check-out processes efficiently.
• Address guest inquiries, requests, and complaints in a courteous and timely manner.
• Provide detailed information about hotel services, local attractions, and area amenities.
• Reservation and PMS Management:
• Use the Opera PMS system to handle room reservations, cancellations, and modifications.
• Ensure accuracy of guest information and booking details within the system.
• Coordinate with other departments to fulfill special requests and preferences.
• Communication:
• Communicate effectively with guests in both English and Arabic.
• Collaborate with internal departments to meet guest needs and resolve issues.
• Deliver clear and accurate information about hotel facilities and services.
• Problem Resolution:
• Handle and resolve guest complaints and issues promptly.
• Escalate unresolved matters to the appropriate supervisor or manager.
• Follow up to ensure guest satisfaction with resolutions.
• Administrative Tasks:
• Maintain accurate records of guest interactions, reservations, and transactions.
• Process cash and credit card transactions securely.
• Prepare and manage reports related to guest stays and financial transactions.
• Operational Support:
• Ensure the front desk area is organized, clean, and well-presented.
• Monitor room availability and manage room assignments to optimize guest satisfaction.
• Verify and maintain the functionality of the Opera PMS system and address any issues.
• Team Collaboration:
• Support and cooperate with Front Office and other departmental staff.
• Participate in team meetings and training to enhance service skills and product knowledge.
• Compliance and Safety:
• Follow hotel policies, procedures, and safety protocols.
• Adhere to local regulations and industry standards.
• Handle sensitive guest information with confidentiality and integrity.

Qualifications:

• Proven experience as a Guest Service Agent or similar role in the hospitality industry.
• Proficiency in Opera PMS system.
• Fluent in English and Arabic, both spoken and written.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle multiple tasks and work efficiently in a fast-paced environment.

Benefits:

• Competitive salary
• [additional benefits like Health insurance, paid leave, service charge and commission according to the employee's evaluation, and a round-trip travel ticket every two years.
• Housing is available
• Transportation is available
• All the advantages of our hotel are summarized

Job Type: Full-time

Pay: From AED1,500.00 per month

Experience:

• receptionist: 2 years (Preferred)

Language:

• ENGLISH (Preferred)

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Job Type: Full-time

Pay: From AED1,200.00 per month

Experience:

• receptionist: 1 year (Preferred)

Language:

• Arabic English (Preferred)