Guest Service Agent - Front Office Operations
Posted date [2026-07-26]
(ID: 48660)
 |
For more than half a century, Accor has been continuously reinventing the hospitality business by making daring moves and challenging the status quo. Innovation, adaptability, and resilience are part of our DNA. Hand in hand with our partners, owners and all stakeholders, we anticipate and respond to global shifts and clients’ evolving needs, fostering growth and building value while honoring our responsibility and working in harmony with our commitment to a sustainable future.... |
Job Description and Requirements
Guest Service Agent - Front Office OperationsJob Snapshot
Role: Guest Service Agent - Front Office Operations
Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Customer Service
Experience: Minimum 1 year in a similar role within a four-star or five-star hotel
Job Type: Full-time
Position Overview
Accor is hiring a Guest Service Agent - Front Office Operations professional in Dubai, United Arab Emirates, for a Hospitality opportunity covering guest arrivals, departures, reservations, cashiering, and reception support. This role is suited to an attentive hotel professional who can manage front desk procedures accurately while creating a welcoming experience throughout each guest\'s stay.
The position connects reception, reservations, housekeeping, finance, and other hotel departments. Reliable communication and timely follow-up will help maintain secure room access, efficient service, accurate guest accounts, and smooth shift transitions.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Customer Service
Salary:
3000-5000
Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Service Agent manages important front office interactions from check-in through final account settlement. The position requires a balance of hospitality, administrative accuracy, security awareness, and practical problem-solving.
Performance in this role directly affects guest satisfaction, reception efficiency, billing accuracy, and the hotel\'s first and final impression. The successful candidate will remain approachable during busy periods while carefully following operating, financial, and safety procedures.
Key Responsibilities
* Welcome guests professionally upon arrival and acknowledge them when leaving the hotel.
* Register arrivals and complete check-in procedures accurately.
* Confirm reservations, identification details, room assignments, rates, and payment arrangements.
* Enter complete and current guest information into the hotel system.
* Issue room key cards while applying established access-control and security procedures.
* Prepare for daily arrivals by reviewing room allocations, amenities, preferences, and special requests.
* Identify VIP guests, groups, functions, occupancy levels, and other daily operational priorities.
* Complete guest check-outs efficiently and explain account charges when required.
* Process cashiering activities, payment settlements, and foreign currency transactions.
* Support night-audit procedures when assigned.
* Balance financial transactions and report discrepancies through the correct internal process.
* Manage walk-in reservations and telephone bookings when the reservations department is closed.
* Maintain working knowledge of hotel rate codes, packages, market segments, and approved discounts.
* Apply the correct booking and billing procedures for each reservation type.
* Respond promptly to guest enquiries, requests, and service concerns.
* Coordinate with relevant departments to ensure requested action is completed without unnecessary delay.
* Handle initial complaints calmly and seek management assistance when further resolution is needed.
* Maintain contact with guests after reported problems to confirm satisfactory resolution.
* Operate safe-deposit boxes according to hotel policies and security requirements.
* Receive and deliver guest messages, mail, parcels, and other approved items.
* Assist with the information desk, business centre, foreign exchange, and night audit when scheduled.
* Review the front office logbook at the beginning of each shift.
* Follow up outstanding matters and record clear updates for the next team.
* Communicate important arrivals, unresolved requests, account issues, and operational changes during handover.
* Inspect front office equipment and report faults requiring attention.
* Keep the reception and surrounding work areas clean, organized, and presentable.
* Report unusual incidents, suspicious activity, accidents, or security concerns to the manager.
* Follow hotel procedures relating to fire response, first aid, accident prevention, and emergency situations.
* Maintain professional grooming, a neat uniform, and a positive manner throughout the shift.
* Update the manager regarding significant guest concerns and front office developments.
* Assist with daily reception operations and other reasonable assignments when required.
Ideal Profile
The preferred candidate holds a university degree in Hotel Management, Hospitality Management, or a closely related discipline. Applicants should have at least one year of experience in a comparable front office position within a four-star or five-star hotel.
The role requires someone who can welcome guests warmly while remaining accurate with reservations, payments, system records, and key-card controls. The successful candidate should be comfortable handling several priorities without allowing service standards to decline.
Suitable applicants will demonstrate:
* Practical understanding of hotel reception procedures
* Experience managing guest arrivals and departures
* Confidence handling payments and account settlements
* Clear verbal and written communication
* Good judgment when resolving guest concerns
* Attention to identification, billing, and reservation details
* Ability to coordinate requests across hotel departments
* Awareness of confidentiality and guest security requirements
* Willingness to work rotating shifts, weekends, and public holidays
* Professional conduct during busy or sensitive situations
Skills Set
* Hotel property management systems
* Guest check-in and check-out
* Front desk administration
* Reservation processing
* Room allocation
* Cashiering and payment settlement
* Foreign currency transactions
* Night-audit support
* Guest profile management
* Rate-code and package knowledge
* Key-card security
* Safe-deposit box procedures
* VIP and group arrival preparation
* Guest complaint resolution
* Service-request coordination
* Telephone communication
* Shift handover reporting
* Front office logbook maintenance
* Mail and parcel handling
* Fire and emergency procedures
Why Join Us
This position offers practical exposure to the full guest journey within Dubai\'s active Hospitality sector. Experience across reception, reservations, cashiering, service recovery, and night operations can support future progression into front office supervision, guest relations, duty management, or rooms division roles.
Eligible employees may receive discounted rates across participating Accor hotels, access to structured learning through company academies, and development opportunities across properties and brands. Team members can also contribute to responsible hospitality and corporate social responsibility programs.
About the Company
Accor is an international hospitality group bringing together more than 45 brands across hotels, restaurants, and lifestyle destinations. The organization supports professional learning, internal career mobility, memorable guest experiences, and responsible practices across its global network.
Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Service Agent manages important front office interactions from check-in through final account settlement. The position requires a balance of hospitality, administrative accuracy, security awareness, and practical problem-solving.
Performance in this role directly affects guest satisfaction, reception efficiency, billing accuracy, and the hotel\'s first and final impression. The successful candidate will remain approachable during busy periods while carefully following operating, financial, and safety procedures.
Key Responsibilities
* Welcome guests professionally upon arrival and acknowledge them when leaving the hotel.
* Register arrivals and complete check-in procedures accurately.
* Confirm reservations, identification details, room assignments, rates, and payment arrangements.
* Enter complete and current guest information into the hotel system.
* Issue room key cards while applying established access-control and security procedures.
* Prepare for daily arrivals by reviewing room allocations, amenities, preferences, and special requests.
* Identify VIP guests, groups, functions, occupancy levels, and other daily operational priorities.
* Complete guest check-outs efficiently and explain account charges when required.
* Process cashiering activities, payment settlements, and foreign currency transactions.
* Support night-audit procedures when assigned.
* Balance financial transactions and report discrepancies through the correct internal process.
* Manage walk-in reservations and telephone bookings when the reservations department is closed.
* Maintain working knowledge of hotel rate codes, packages, market segments, and approved discounts.
* Apply the correct booking and billing procedures for each reservation type.
* Respond promptly to guest enquiries, requests, and service concerns.
* Coordinate with relevant departments to ensure requested action is completed without unnecessary delay.
* Handle initial complaints calmly and seek management assistance when further resolution is needed.
* Maintain contact with guests after reported problems to confirm satisfactory resolution.
* Operate safe-deposit boxes according to hotel policies and security requirements.
* Receive and deliver guest messages, mail, parcels, and other approved items.
* Assist with the information desk, business centre, foreign exchange, and night audit when scheduled.
* Review the front office logbook at the beginning of each shift.
* Follow up outstanding matters and record clear updates for the next team.
* Communicate important arrivals, unresolved requests, account issues, and operational changes during handover.
* Inspect front office equipment and report faults requiring attention.
* Keep the reception and surrounding work areas clean, organized, and presentable.
* Report unusual incidents, suspicious activity, accidents, or security concerns to the manager.
* Follow hotel procedures relating to fire response, first aid, accident prevention, and emergency situations.
* Maintain professional grooming, a neat uniform, and a positive manner throughout the shift.
* Update the manager regarding significant guest concerns and front office developments.
* Assist with daily reception operations and other reasonable assignments when required.
Ideal Profile
The preferred candidate holds a university degree in Hotel Management, Hospitality Management, or a closely related discipline. Applicants should have at least one year of experience in a comparable front office position within a four-star or five-star hotel.
The role requires someone who can welcome guests warmly while remaining accurate with reservations, payments, system records, and key-card controls. The successful candidate should be comfortable handling several priorities without allowing service standards to decline.
Suitable applicants will demonstrate:
* Practical understanding of hotel reception procedures
* Experience managing guest arrivals and departures
* Confidence handling payments and account settlements
* Clear verbal and written communication
* Good judgment when resolving guest concerns
* Attention to identification, billing, and reservation details
* Ability to coordinate requests across hotel departments
* Awareness of confidentiality and guest security requirements
* Willingness to work rotating shifts, weekends, and public holidays
* Professional conduct during busy or sensitive situations
Skills Set
* Hotel property management systems
* Guest check-in and check-out
* Front desk administration
* Reservation processing
* Room allocation
* Cashiering and payment settlement
* Foreign currency transactions
* Night-audit support
* Guest profile management
* Rate-code and package knowledge
* Key-card security
* Safe-deposit box procedures
* VIP and group arrival preparation
* Guest complaint resolution
* Service-request coordination
* Telephone communication
* Shift handover reporting
* Front office logbook maintenance
* Mail and parcel handling
* Fire and emergency procedures
Why Join Us
This position offers practical exposure to the full guest journey within Dubai\'s active Hospitality sector. Experience across reception, reservations, cashiering, service recovery, and night operations can support future progression into front office supervision, guest relations, duty management, or rooms division roles.
Eligible employees may receive discounted rates across participating Accor hotels, access to structured learning through company academies, and development opportunities across properties and brands. Team members can also contribute to responsible hospitality and corporate social responsibility programs.
About the Company
Accor is an international hospitality group bringing together more than 45 brands across hotels, restaurants, and lifestyle destinations. The organization supports professional learning, internal career mobility, memorable guest experiences, and responsible practices across its global network.
