Gest Service Agent

The Guest Service Agent is responsible for providing exceptional service to guests ensuring a pleasant and memorable experience at Emirates Park Zoo & Resort. This role involves welcoming guests handling requests resolving concerns and offering assistance in various aspects of the guest experience including reservations checkin/checkout processes and general inquiries.

Duties & Responsibilities:

Guest Reception and Assistance: Greet and interact with guests in a professional friendly and courteous manner. Provide information on services amenities and resort facilities.

Checkin/Checkout: Facilitate the smooth checkin and checkout process ensuring accurate guest data entry billing and timely assistance with any requests.

Reservation Management: Assist with the management of guest reservations including making new bookings modifying existing reservations and confirming reservations as necessary.

Guest Requests & Inquiries: Handle guest inquiries concerns and special requests (e.g. transportation dining reservations special accommodation) efficiently and professionally.

Problem Resolution: Address guest complaints or concerns promptly finding effective solutions while maintaining a positive guest experience.

Communication with Departments: Liaise with housekeeping maintenance security and other departments to ensure timely responses to guest needs and requests.

Provide Information: Offer local area information and assist with recommending activities dining options and events both within the zoo & resort and in the surrounding area.

Guest Experience Monitoring: Ensure that guest interactions and experiences are consistently positive and maintain a high level of guest satisfaction.

Administrative Support: Perform light administrative duties including managing guest files updating databases and maintaining the front desk area.

Safety and Security: Ensure guests are aware of safety protocols and emergency procedures. Maintain confidentiality of guest information and ensure the security of the front desk area.

Requirements

Qualifications:

High school diploma or equivalent; a degree or certification in hospitality management / Business Administration.

Previous experience in guest service customer service or front office roles preferably in a hotel resort.

Excellent communication and interpersonal skills.

Proficiency in Microsoft Office Suite (Word Excel Outlook).

Fluency in English is essential; proficiency in Arabic or other languages is an advantage.

Strong problemsolving and decisionmaking skills.

Ability to work in a fastpaced environment manage multiple tasks and maintain a positive attitude.

Strong organizational and multitasking abilities.

Ability to stand for extended periods.

Flexibility to work shifts including evenings weekends and holidays as needed.

Benefits