Guest Service Agent

Roles and responsibilities

A Guest Service Agent (GSA), also known as a Front Desk Agent in many settings, is a key position in the hospitality industry responsible for providing exceptional customer service to guests at hotels, resorts, and other accommodation establishments. They are often the first point of contact for guests, handling check-ins and check-outs, managing reservations, and ensuring that guest needs are met throughout their stay. The role combines administrative tasks with a strong emphasis on hospitality and communication skills.

Key Skills for a Guest Service Agent

1. Customer Service Skills

• Positive Attitude: Creating a welcoming and friendly atmosphere for guests, ensuring they feel valued and comfortable.
• Problem-Solving: Quickly resolving guest complaints, concerns, or issues, offering solutions to enhance the guest experience.
• Empathy and Patience: Demonstrating understanding and patience when handling difficult guests or challenging situations.
• Attention to Detail: Paying close attention to guest preferences, special requests, and ensuring that all aspects of their stay meet expectations.

2. Communication Skills

• Clear and Professional Communication: Speaking clearly and professionally with guests, whether in person, over the phone, or via email.
• Multilingual Abilities: In some settings, being able to communicate in more than one language is highly advantageous, particularly in international or tourist-heavy areas.
• Listening Skills: Actively listening to guest requests or concerns, ensuring they feel heard and understood.

3. Organizational and Administrative Skills

• Reservation Management: Managing guest reservations using property management systems (PMS) or booking software, ensuring accurate booking details and up-to-date availability.
• Check-In/Check-Out Procedures: Efficiently processing guest arrivals and departures, including verifying guest information, processing payments, and issuing room keys.
• Record Keeping: Maintaining accurate records of guest accounts, requests, and any incidents that may arise during their stay.
• Scheduling: Coordinating guest services and scheduling requests, such as transportation, wake-up calls, or special services like spa appointments.

4. Sales and Upselling Skills

• Upselling: Offering additional services (e.g., room upgrades, tours, dining options) to guests to enhance their experience and increase revenue for the hotel.
• Promoting Hotel Amenities: Informing guests about on-site services such as restaurants, fitness centers, pools, or concierge services to maximize guest satisfaction and hotel revenue.

5. Technical Proficiency

• Property Management Software (PMS): Familiarity with software systems like Opera, Maestro, or RoomRaccoon to check-in guests, manage reservations, and process payments.
• Point of Sale (POS) Systems: Understanding how to operate POS systems for charging guests for additional services (e.g., room service, mini-bar, restaurant bills).
• Microsoft Office Suite: Proficiency in programs like Word, Excel, and Outlook for creating reports, handling correspondence, and managing guest-related administrative tasks.

Desired candidate profile

Roles and Responsibilities

Welcoming guests and handling customer inquiries, complaints, needs and handling shopping and delivery service from the information desk.

Issuing customer gift card to DHM customers

Issuing rental items. i.e. power bank, strollers, wheelchairs and arranging wheelchairs every day in all lockers around the mall.

Answering the call center at Dubai Hills Mall

Required Candidate Profile

High school diploma or equivalent required, Associate or Bachelor’s degree preferred.
A minimum of 1-2 years of experience in customer service or hospitality.
Excellent communication skills in English, both verbal and written.
Strong attention to detail and problem solving skills.
Ability to handle difficult situations with patience and professionalism.
Ability to work flexible hours, including weekends and holidays.
A friendly and outgoing personality with a passion for providing exceptional guest service.