Guest Service Agent - Front Office
Posted date [2026-08-23]
(ID: 50016)
 |
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 OfficeJob Snapshot
Role: Guest Service Agent - Front Office
Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Front Desk-Reception
Experience: Previous front office experience preferred
Job Type: Full-time
Position Overview
Guest Service Agent - Front Office in Dubai, United Arab Emirates is a Hospitality opportunity for a customer-focused professional who can manage arrivals, departures, cashiering, reservations, guest inquiries, and front desk operations within a luxury hotel environment. Accor is hiring a Guest Service Agent for Swissotel Al Murooj to deliver efficient check-in and check-out experiences, resolve guest requests, support room revenue through upselling, and maintain accurate operational records across rotating shifts.
The role requires strong communication, attention to detail, calm decision-making, and close coordination with Front Office, Housekeeping, Food and Beverage, management, and other hotel departments to ensure smooth daily operations and a consistent
guest experience.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Front Desk-Reception
Salary: 4000-6500
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Service Agent is a key point of contact for arriving, staying, and departing guests. The position is responsible for maintaining an organized front desk, processing room and payment transactions accurately, responding to guest needs, and communicating operational information between shifts and departments.
The role also supports hotel revenue and service performance by monitoring room situations, handling walk-in reservations, identifying upselling opportunities, and ensuring special requests, VIP arrangements, and group arrivals are handled with care and proper follow-up.
Key Responsibilities
* Review the Front Office logbook at the start of each shift and follow up on outstanding matters.
* Check required front desk equipment and report any operational issues promptly.
* Maintain professional grooming and presentation in accordance with luxury hospitality standards.
* Oversee assigned Front Office activities during the shift and keep Supervisors or the Night Manager informed of relevant developments.
* Monitor team performance where assigned and support coaching or guidance on operational standards.
* Follow hotel fire, emergency, first aid, safety, and security procedures.
* Handle guest complaints professionally and escalate significant matters to the appropriate manager.
* Apply Front Office Operational Standards Manual requirements during daily activities.
* Stay informed about daily hotel events, operational updates, promotions, facilities, and guest services.
* Attend scheduled training sessions, briefings, and development activities.
* Prepare for daily arrivals by reviewing room allocations, traces, special requests, and guest preferences.
* Register arriving guests and process check-in accurately and efficiently.
* Verify and update guest profiles and reservation details in the hotel system.
* Issue guest room key cards while following established security procedures.
* Process guest departures and complete account settlement correctly.
* Carry out cashiering duties according to hotel financial controls and procedures.
* Process foreign exchange transactions where permitted by hotel procedures.
* Support night audit activities when assigned.
* Review paymaster accounts and assist supervisors in preventing unnecessary outstanding balances.
* Handle walk-in reservations when required.
* Process telephone reservations when the Reservations department is closed.
* Respond promptly to guest requests, inquiries, and service needs.
* Coordinate guest complaints and service requests with the appropriate department and follow through until completion.
* Record and communicate guest messages accurately.
* Assist with Information Counter, Business Centre, Foreign Exchange, or related Front Office functions when assigned.
* Review outstanding tasks and special assignments during every shift.
* Monitor occupancy, hotel activity, events, functions, groups, VIPs, and other priority guests.
* Maintain organized filing of daily Front Office reports and supporting documentation.
* Print the required panic report at least twice during each shift.
* Attend operational briefings, record important information, and follow up on assigned actions.
* Maintain eye contact and acknowledge all guests waiting at the front desk.
* Ensure an accurate and complete handover to the next shift.
* Communicate important guest and operational information to Front Office, Housekeeping, Food and Beverage, and management.
* Maintain familiarity with relevant company documentation and Front Office operating procedures.
* Promote room upgrades, higher room categories, and other approved upselling opportunities.
* Support revenue improvement while ensuring recommendations remain appropriate to guest needs.
* Follow hotel procedures relating to guest privacy, security, and confidential information.
* Maintain calm and professional service during periods of high occupancy or heavy guest traffic.
* Perform additional reasonable duties requested by supervisors or management.
* Support environmentally responsible hotel operations by reducing unnecessary water, energy, and material consumption.
* Help minimize waste and follow sustainable purchasing and environmental compliance requirements.
Ideal Profile
* College graduate.
* Previous experience in Front Office, guest services, reception, reservations, or a related hotel role is advantageous.
* Strong command of written and spoken English.
* Professional appearance and demeanor suitable for a luxury hotel environment.
* Strong interpersonal and communication abilities.
* Comfortable interacting with international guests and handling a wide range of service situations.
* Able to manage multiple priorities while maintaining accuracy and composure.
* Strong customer service mindset with a practical approach to solving guest concerns.
* Willing to learn hotel property management systems and point-of-sale applications.
* Able to process cashiering, room transactions, reservations, and guest records accurately.
* Comfortable working with operational reports and shift handover documentation.
* Able to work flexible schedules, including evenings, weekends, and night shifts when required.
* Strong attention to guest security, room key control, and confidentiality.
* Able to coordinate effectively with Housekeeping, Food and Beverage, Front Office colleagues, and hotel management.
* Motivated to develop further within Rooms Division and hotel operations.
Skills Set
* Front Desk-Reception
* Front Office operations
* Guest check-in
* Guest check-out
* Guest registration
* Room allocation
* Guest profile management
* Property management systems
* Guest services
* Customer service
* Guest complaint handling
* Service recovery
* Reservations
* Walk-in reservations
* Telephone reservations
* Cashiering
* Foreign exchange
* Night audit support
* Account settlement
* Paymaster review
* Room key control
* Guest security
* VIP handling
* Group arrivals
* Room traces
* Special requests
* Hotel occupancy awareness
* Upselling
* Shift handover
* Logbook management
* Operational reporting
* Front Office briefings
* Housekeeping coordination
* Food and Beverage coordination
* Emergency procedures
* Fire procedures
* First aid procedures
* Environmental compliance
* Waste reduction
* Resource efficiency
Why Join Us
This position offers broad exposure to the core functions of luxury Front Office operations, including guest arrivals, room allocation, cashiering, reservations, night audit support, service recovery, and revenue-focused upselling. Working in a busy Downtown Dubai hotel provides valuable experience dealing with international guests, groups, priority arrivals, and high-volume operational periods.
For professionals seeking long-term growth in Hospitality, the role can support progression toward senior Front Office, Guest Relations, Duty Management, or Rooms Division positions while building strong operational knowledge within Accor\'s international hotel network.
About the Company
Accor is a global hospitality group operating a diverse portfolio of hotel brands across international destinations. Swissotel Al Murooj is located in Downtown Dubai opposite The Dubai Mall and Burj Khalifa, within walking distance of Dubai Metro and convenient reach of DIFC, Dubai World Trade Centre, and Dubai International Airport, serving both business and leisure travelers in one of the city\'s most prominent hospitality districts.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Front Desk-Reception
Salary: 4000-6500
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Service Agent is a key point of contact for arriving, staying, and departing guests. The position is responsible for maintaining an organized front desk, processing room and payment transactions accurately, responding to guest needs, and communicating operational information between shifts and departments.
The role also supports hotel revenue and service performance by monitoring room situations, handling walk-in reservations, identifying upselling opportunities, and ensuring special requests, VIP arrangements, and group arrivals are handled with care and proper follow-up.
Key Responsibilities
* Review the Front Office logbook at the start of each shift and follow up on outstanding matters.
* Check required front desk equipment and report any operational issues promptly.
* Maintain professional grooming and presentation in accordance with luxury hospitality standards.
* Oversee assigned Front Office activities during the shift and keep Supervisors or the Night Manager informed of relevant developments.
* Monitor team performance where assigned and support coaching or guidance on operational standards.
* Follow hotel fire, emergency, first aid, safety, and security procedures.
* Handle guest complaints professionally and escalate significant matters to the appropriate manager.
* Apply Front Office Operational Standards Manual requirements during daily activities.
* Stay informed about daily hotel events, operational updates, promotions, facilities, and guest services.
* Attend scheduled training sessions, briefings, and development activities.
* Prepare for daily arrivals by reviewing room allocations, traces, special requests, and guest preferences.
* Register arriving guests and process check-in accurately and efficiently.
* Verify and update guest profiles and reservation details in the hotel system.
* Issue guest room key cards while following established security procedures.
* Process guest departures and complete account settlement correctly.
* Carry out cashiering duties according to hotel financial controls and procedures.
* Process foreign exchange transactions where permitted by hotel procedures.
* Support night audit activities when assigned.
* Review paymaster accounts and assist supervisors in preventing unnecessary outstanding balances.
* Handle walk-in reservations when required.
* Process telephone reservations when the Reservations department is closed.
* Respond promptly to guest requests, inquiries, and service needs.
* Coordinate guest complaints and service requests with the appropriate department and follow through until completion.
* Record and communicate guest messages accurately.
* Assist with Information Counter, Business Centre, Foreign Exchange, or related Front Office functions when assigned.
* Review outstanding tasks and special assignments during every shift.
* Monitor occupancy, hotel activity, events, functions, groups, VIPs, and other priority guests.
* Maintain organized filing of daily Front Office reports and supporting documentation.
* Print the required panic report at least twice during each shift.
* Attend operational briefings, record important information, and follow up on assigned actions.
* Maintain eye contact and acknowledge all guests waiting at the front desk.
* Ensure an accurate and complete handover to the next shift.
* Communicate important guest and operational information to Front Office, Housekeeping, Food and Beverage, and management.
* Maintain familiarity with relevant company documentation and Front Office operating procedures.
* Promote room upgrades, higher room categories, and other approved upselling opportunities.
* Support revenue improvement while ensuring recommendations remain appropriate to guest needs.
* Follow hotel procedures relating to guest privacy, security, and confidential information.
* Maintain calm and professional service during periods of high occupancy or heavy guest traffic.
* Perform additional reasonable duties requested by supervisors or management.
* Support environmentally responsible hotel operations by reducing unnecessary water, energy, and material consumption.
* Help minimize waste and follow sustainable purchasing and environmental compliance requirements.
Ideal Profile
* College graduate.
* Previous experience in Front Office, guest services, reception, reservations, or a related hotel role is advantageous.
* Strong command of written and spoken English.
* Professional appearance and demeanor suitable for a luxury hotel environment.
* Strong interpersonal and communication abilities.
* Comfortable interacting with international guests and handling a wide range of service situations.
* Able to manage multiple priorities while maintaining accuracy and composure.
* Strong customer service mindset with a practical approach to solving guest concerns.
* Willing to learn hotel property management systems and point-of-sale applications.
* Able to process cashiering, room transactions, reservations, and guest records accurately.
* Comfortable working with operational reports and shift handover documentation.
* Able to work flexible schedules, including evenings, weekends, and night shifts when required.
* Strong attention to guest security, room key control, and confidentiality.
* Able to coordinate effectively with Housekeeping, Food and Beverage, Front Office colleagues, and hotel management.
* Motivated to develop further within Rooms Division and hotel operations.
Skills Set
* Front Desk-Reception
* Front Office operations
* Guest check-in
* Guest check-out
* Guest registration
* Room allocation
* Guest profile management
* Property management systems
* Guest services
* Customer service
* Guest complaint handling
* Service recovery
* Reservations
* Walk-in reservations
* Telephone reservations
* Cashiering
* Foreign exchange
* Night audit support
* Account settlement
* Paymaster review
* Room key control
* Guest security
* VIP handling
* Group arrivals
* Room traces
* Special requests
* Hotel occupancy awareness
* Upselling
* Shift handover
* Logbook management
* Operational reporting
* Front Office briefings
* Housekeeping coordination
* Food and Beverage coordination
* Emergency procedures
* Fire procedures
* First aid procedures
* Environmental compliance
* Waste reduction
* Resource efficiency
Why Join Us
This position offers broad exposure to the core functions of luxury Front Office operations, including guest arrivals, room allocation, cashiering, reservations, night audit support, service recovery, and revenue-focused upselling. Working in a busy Downtown Dubai hotel provides valuable experience dealing with international guests, groups, priority arrivals, and high-volume operational periods.
For professionals seeking long-term growth in Hospitality, the role can support progression toward senior Front Office, Guest Relations, Duty Management, or Rooms Division positions while building strong operational knowledge within Accor\'s international hotel network.
About the Company
Accor is a global hospitality group operating a diverse portfolio of hotel brands across international destinations. Swissotel Al Murooj is located in Downtown Dubai opposite The Dubai Mall and Burj Khalifa, within walking distance of Dubai Metro and convenient reach of DIFC, Dubai World Trade Centre, and Dubai International Airport, serving both business and leisure travelers in one of the city\'s most prominent hospitality districts.
