Hotel Desk Agent

Role Overview

Hotel Desk Agent position with Transguard Group, based in Dubai.

Company Overview

Transguard Workforce Solutions is the UAE's leading provider of innovative HR solutions. With over a decade of experience in the region and a knowledgeable team, the company offers fully integrated HR services.

Role Purpose

To proactively approach, advise, and sell UAE-based products and experiences such as tours and attraction tickets. A key part of the job is to actively approach guests with a strong focus on converting enquiries into sales, achieving ambitious sales targets, and delivering outstanding customer service.

Key Responsibilities

Product & Service Knowledge

• Maintain a deep working knowledge of the company's products and services, including destination knowledge, through continuous learning and training on new experiences as they launch.
• Develop full proficiency in required systems including booking portal and communication tools to ensure smooth operations.
• Stay fully updated about the products and offers to maximize sales opportunities.
• Maintain a deep understanding of product features and benefits to actively cross-sell and maximize sales growth.
• Possess in-depth knowledge of UAE-based tours, attractions, and tickets, and confidently recommend the best options tailored to guest needs.

Sales & Revenue

• Consistently meet and exceed revenue targets.
• Identify and approach potential customers through networking and in-property engagement to increase conversion opportunities.
• Build and nurture lasting relationships with existing and potential customers, ensuring repeat sales and referrals.

Customer Service & Communication

• Consistently communicate terms and conditions to customers with clarity and professionalism.
• Confidently engage with customers across all channels: face-to-face hotel desk interactions, telephone, email, WhatsApp, and website chat whenever needed.

Operations

• Ensure all bookings are processed accurately through the business systems.
• Proactively suggest and share ideas to improve operations, enhance the guest experience, and maintain the company's reputation as an innovative market leader.

Qualifications & Experience

• Secondary school qualification (10 years schooling or equivalent).
• Minimum of 3 years' experience in a customer-facing role, preferably within hospitality, travel, or tourism.
• Proven experience in a sales or consultant role, highly advantageous if within a travel/tourism agency or service-driven environment.

Skills & Competencies

• Strong communication and interpersonal skills with the ability to actively approach, engage, and build trust with guests in different environments.
• Self-motivated, proactive, and eager to learn independently.
• Passionate, driven, and hungry for sales, while maintaining humility, professionalism, and service excellence.