Guest Service Agent

Company Description

Every Sofitel team member is an Ambassador. An Ambassador represents Sofitel’s brand and its values, at all times. The Sofitel Ambassador will establish relationships and foremost, the Sofitel Ambassador will deliver an exceptional guest experience and promote French excellence.

Join our dynamic team as a Guest Service Agent in the heart of Dubai, United Arab Emirates! We're looking for an enthusiastic and customer-focused individual to be the welcoming face of our hotel, ensuring every guest enjoys a memorable stay from check-in to check-out.

• Greet and assist guests with warmth and professionalism, providing a positive first impression of our hotel
• Handle reservations, check-ins, check-outs, and payments accurately and efficiently
• Respond promptly to guest inquiries and requests, ensuring their needs are met throughout their stay
• Provide concierge-style assistance, including local recommendations, activity bookings, and directions
• Maintain accurate guest records and ensure brand service standards are consistently met
• Promote hotel facilities and services, identifying upselling opportunities where appropriate
• Collaborate with other departments to ensure seamless guest experiences
• Handle guest complaints and issues with empathy and professionalism, seeking timely resolutions
• Maintain a clean and organized front desk area
• Stay updated on hotel policies, local events, and attractions to provide accurate information to guests

• Previous customer service or hotel reception experience preferred
• Strong organizational and communication skills
• Friendly, professional, and guest-focused attitude
• Ability to multitask and work efficiently in a fast-paced environment
• Flexibility to work varied shifts, including weekends and public holidays
• Fluency in English (both written and spoken); additional languages are a plus
• Proficiency in hotel reservation systems (e.g., Opera Cloud) is an advantage
• Basic computer skills and familiarity with office software
• Attention to detail and ability to maintain accuracy in all tasks
• Adaptability and problem-solving skills to handle unexpected situations
• Team player with a positive attitude and willingness to learn
• Knowledge of Dubai and its attractions is beneficial but not required

• Minimum 1 year of experience in the same or similar role
• Prior experience working with Opera or a related system
• Strong interpersonal and problem solving abilities
• Fluency in English, additional languages are a plus