Guest Service Agent

Role Overview

Guest Service Agent at Dukes The Palm Dubai Hotel, operated by Minor International. Located in Dubai.

Company Overview

The Colbert Collection is a curated group of hotels united by a shared sensibility inspired by the spirit of Parisian boulevard cafés and the original Colbert bistro. These are places where culture, conversation, and culinary rituals naturally converge, shaped by the rhythm of the destinations they call home. Each hotel captures something elusive yet unforgettable: moments that stir emotion, awaken curiosity, and remain with guests long after they depart.

Role Purpose

As a Guest Service Agent, you are responsible for providing professional and customer-focused service to guests, ensuring their stay becomes a memorable experience.

Key Responsibilities

Guest Welcome & Check-In/Check-Out

• Welcome guests upon their arrival and assign rooms.
• Perform all check-in and check-out tasks.

Reservations & Communications

• Manage online and phone reservations.
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, such as wedding guests.
• Accept and record wake-up call requests and deliver to the appropriate department.

Guest Information & Support

• Provide information about the hotel, available rooms, rates, and amenities.
• Respond to clients' complaints in a timely and professional manner.

Coordination & Service Delivery

• Liaise with housekeeping staff to ensure all rooms are clean, tidy, and fully furnished to accommodate guests' needs.
• Upsell additional facilities and services, when appropriate.

Financial & Administrative Operations

• Maintain updated records of bookings and payments.
• Process all payment types, adjustment vouchers, paid-outs, and correction vouchers.
• Provide change and process miscellaneous charges.
• Complete designated cashier and closing reports in the computer system.
• Run and review daily reports and logs.

Qualifications & Experience

• Proven work experience as a Guest Service Agent.
• Previous experience in a large hotel with at least 500 keys in a luxury property required.
• Pre-opening experience is an advantage.

Skills & Competencies

• Opera experience.
• Active listening and effective communication skills.
• Strong organizational and multitasking skills with the ability to perform well in a fast-paced environment.

Additional Information

• Flexibility to work in shifts.