Front Desk Officer / Guest Service Agent

Job Summary

Welcomes guests and takes care of them from their arrival through to departure. Contributes to guests’ permanent satisfaction by providing high quality services throughout their stay.

Key Responsibilities

• Greet and check-in guests efficiently, ensuring a warm welcome and smooth arrival process.
• Handle guest check-outs, including billing and payment processing.
• Respond to guest inquiries and requests promptly, providing accurate information about hotel services and local attractions.
• Manage reservations and room assignments, optimizing occupancy and guest preferences.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs.
• Handle complaints and resolve issues with professionalism and empathy.
• Maintain a neat and organized front desk area.
• Process phone calls, emails, and messages professionally.

Required Qualifications

• High school diploma or equivalent; a degree in hospitality or related field is preferred.
• Prior experience as a front desk officer, guest service agent, or in a similar customer-facing role in the hospitality industry.
• Excellent communication and interpersonal skills.
• Proficiency in English; knowledge of Arabic is an advantage.
• Strong problem-solving abilities and attention to detail.
• Ability to work flexible shifts, including weekends and holidays.
• Familiarity with hotel property management systems (PMS) is a plus.

Skills

• Customer service orientation
• Multitasking
• Time management
• Conflict resolution
• Computer literacy (MS Office, PMS)