Job description
Role Overview
Guest Service Agent at NH Collection Dubai The Palm, located in Dubai, United Arab Emirates.
Company Overview
NH Collection Hotels & Resorts operates captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. The hotels are thoughtfully designed with an eclectic-elegant atmosphere to evoke extraordinary feelings through stimulating details that create truly memorable moments. NH Collection welcomes business travellers, friends, and couples seeking premium service, crafting experiences centred on wellbeing, gastronomy, culture, and pure indulgence.
Role Purpose
To provide warm, professional, and personalized service to guests throughout their stay, ensuring a smooth arrival and departure experience while maintaining NH Collection service standards.
Key Responsibilities
Guest Reception & Check-in/Check-out
- Welcome and assist guests in a friendly and professional manner.
- Handle guest check-in and check-out efficiently.
- Process room assignments, payments, deposits, and guest accounts accurately.
- Maintain accurate guest profiles and update information in the hotel system.
Guest Communication & Support
- Respond to guest inquiries, requests, and concerns promptly and professionally.
- Provide information about hotel facilities, services, restaurants, and local attractions.
- Handle telephone calls, emails, and other guest communications when required.
- Ensure guest complaints are handled appropriately and escalated when necessary.
Departmental Coordination
- Coordinate with Housekeeping, Reservations, Concierge, and other departments to ensure guest requests are handled smoothly.
Service Delivery & Revenue
- Promote hotel facilities, services, and upselling opportunities.
- Support the Front Office team in delivering an exceptional overall guest experience.
Compliance & Confidentiality
- Maintain confidentiality of guest information and comply with hotel policies and procedures.
Qualifications & Experience
- Previous Front Office or Guest Service experience in a hotel is preferred.
- Excellent communication and interpersonal skills.
- Customer-focused with a positive and professional attitude.
- Good computer skills; knowledge of hotel PMS systems is an advantage.
- Fluent in English; additional languages are an advantage.
- Ability to work flexible shifts, including weekends and public holidays.