Guest Service Agent

Job Descriptions:

Qualifications

· Must have at least 1-year experience in the hospitality industry.

· Has the ability to communicate effectively in English and Arabic.

· Has strong will to work very flexible hours and has the ability to work under pressure.

· Has worked in an island resort.

· Basic computer skills, knowledge of OPERA is a must.

Key Job Responsibilities:

• To be an ambassador of Front Office inside and outside of the work place
• To provide personalized experience to all our guests, fully aware and following the resort standards and procedures.
• To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• Personally ensuring uncompromising levels of cleanliness and maintenance of the work place.
• To properly use the supplies, equipment and to request/raise for requisitions as per business need.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.
• To call the FOH supervisor for advice in serious cases or if an approval is required
• To ensure a proper use of the telephone etiquette as per Al Maya Resort standards
• To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations
• To interact with all our guests approaching the Reception for check in / check out, inquiries, key handling respecting resort standards and procedures.
• To be aware of and to report all guest comments or complaints
• To be aware of all VIPs visiting or staying in the resort
• To maintain an accurate Guest History
• To check the arrival lists and to block the villas according to guest requests and needs, as advised by Supervisor/Resort Manager
• To ensure that all assigned and blocked villas requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time
• Ensure cold/hot towels and welcome drinks are prepared, served on guest arrival at the resort.
• To follow all local government requirements concerning resort guests and files
• To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected
• To be aware of forged currency and travelers checks and to respect all the financial and audit procedures
• To ensure a proper handover between the shifts (Arrivals/Departures/Early Arrival/VIP, Early Departure, No Shows, Credit Limit)
• To ensure printers, computers and extensions in office (telephone must be on the lowest ringer volume but not on mute) are working properly, if there are equipment problems, IT must be informed at once.
• To familiarize with all the functions and events for the day in the resort- see Daily Figures
• To familiarize/update for any promotions, advisory emails and facts sheet attached to handover clipboard
• To check all desks stationary and make sure you have sufficient stock for the shift, make sure your desk looks clean and tidy at all times.
• To ensure cash float is complete and has enough change
• To check and action all traces and update the next shift.
• To be updated with the latest administrative, organizational, operational or other changes and news
• To monitor reception email from time to time and make sure to follow up on any pending during your shift.
• To follow-up on credit risk report and update the Manager on duty/ highlight any high risk situation immediately
• To double check the TA city ledger closed for due out, if not, communicate with Reservations and action it.
• To authorize CCs for next day arrivals. Email Reservations for all CCs that cannot be authorized.
• To make sure to file all the checks from different outlets.
• To print departure report and follow up on departures without timing.
• To update all your registration card with 100% profile quality and make sure to have departure time for all your arrivals, delete unnecessary alerts.
• To ensure that all villas you checked in/out are updated in the DCT e-services website. cross-check this by using your user log printed from Opera.
• To ensure all departure for the day are done or minimal handed over (status) to the next shift
• To ensure that cashier closure (Cashier by journal / arrival & departure reg. card, cash envelope) to be handed over to Supervisor for counter check and signature.
• To prepare and check journal for closure
• To close and count your cash float
• To ensure that pending tasks and guest requests are properly endorsed to remaining colleagues in order to make appropriate follow up
• To check the departure lists and to ensure check out times are respected
• To monitor villa status and discrepancies
• To drive positive guest reviews for TripAdvisor, Booking.com and other social media channels
• To properly use all the equipment and Opera Management system, to have a perfect knowledge of the set ups
• To strictly respect the villa keys and section keys handover procedures
• To respect schedules, terms and deadlines as agreed with the Management
• To daily read the logbook, to update it and to sign it
• To be aware of all resort facilities operating timing and to promote the internal activities and events
• To be updated with the latest administrative, organizational, operational or other changes and news
• To liaise closely with the Sales and Reservations on rate management
• To attend a daily briefing with the front office team to recapitulate tasks and activity
• To maintain an atmosphere of high morale and a happy working relationship among the team
• To report suspicious characters or suspect packages
• To ensure security of payments with guest deposits
• To be alert on fraud
• To carry out any other duties as required
• To ensure the proper use of PPE while working and to adhere to the resort’s policy of safety and hygiene protocol

Job Type: Full-time

Pay: AED1,900.00 - AED2,200.00 per month

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Education:

• Diploma (Required)

Experience:

• Reception: 1 year (Required)
• Opera: 2 years (Required)

Language:

• Arabic & English (Required)

Application Deadline: 30/06/2025