Guest Services Agent

Role Overview

Guest Services Agent at Oaks Ibn Battuta Gate Hotel Dubai, part of Minor Hotels International.

Company Overview

Oaks operates over 55 destinations across Australia, New Zealand, Asia and beyond. The organization is known for vibrant teams, a workplace culture that does not take itself too seriously, and genuine room for growth. Properties range from city stopovers to beachside resorts.

Role Purpose

The Guest Services Agent is a key representative of the hotel and Minor Hotels brand. The role creates one of the most powerful first impressions for guests. The position requires a friendly, outgoing personality and genuine interest in meeting and serving guests from around the world.

Key Responsibilities

Guest Service & Satisfaction

• Provide exceptional guest service by anticipating needs, handling inquiries, and ensuring satisfaction.
• Take personal responsibility for service quality and guest satisfaction.
• Maintain a friendly, outgoing demeanor with utmost politeness and efficiency.

Knowledge & Information

• Maintain comprehensive knowledge of hotel products, services, and facilities.
• Function as an information provider to guests from all over the world.

Operations & Systems

• Manage room inventory, generate reports, and ensure accurate billing using Opera Cloud.
• Train and assist colleagues in Opera Cloud usage for smooth operations.

Problem Solving & Coordination

• Act as a diplomat and problem solver for guest issues.
• Coordinate activities and serve in a public relations capacity for the hotel.
• Suggest innovative solutions to enhance guests' Minor Hotels experience.

Sales & Revenue

• Function in a sales capacity to drive revenue and upselling opportunities.

Qualifications & Experience

• Previous experience in a 5-star hotel is essential.
• Opera Cloud experience is mandatory.

Skills & Competencies

• Excellent communication skills.
• Exceptional guest service skills.
• Ability to work in a fast-paced luxury hospitality environment.
• Friendly, outgoing personality.
• Problem-solving capability.