Guest Service Agent

The Guest Service Agent is responsible for providing exceptional service to guests, ensuring a pleasant and memorable experience at Emirates Park Zoo & Resort. This role involves welcoming guests, handling requests, resolving concerns, and offering assistance in various aspects of the guest experience, including reservations, check-in/check-out processes, and general inquiries.

· Guest Reception and Assistance: Greet and interact with guests in a professional, friendly, and courteous manner. Provide information on services, amenities, and resort facilities.

· Check-in/Check-out: Facilitate the smooth check-in and check-out process, ensuring accurate guest data entry, billing, and timely assistance with any requests.

· Reservation Management: Assist with the management of guest reservations, including making new bookings, modifying existing reservations, and confirming reservations as necessary.

· Guest Requests & Inquiries: Handle guest inquiries, concerns, and special requests (e.g., transportation, dining reservations, special accommodation) efficiently and professionally.

· Problem Resolution: Address guest complaints or concerns promptly, finding effective solutions while maintaining a positive guest experience.

· Communication with Departments: Liaise with housekeeping, maintenance, security, and other departments to ensure timely responses to guest needs and requests.

· Provide Information: Offer local area information and assist with recommending activities, dining options, and events both within the zoo & resort and in the surrounding area.

· Guest Experience Monitoring: Ensure that guest interactions and experiences are consistently positive and maintain a high level of guest satisfaction.

· Administrative Support: Perform light administrative duties, including managing guest files, updating databases, and maintaining the front desk area.

· Safety and Security: Ensure guests are aware of safety protocols and emergency procedures. Maintain confidentiality of guest information and ensure the security of the front desk area.

Requirements

Qualifications:

· High school diploma or equivalent; a degree or certification in hospitality management / Business Administration.

· Previous experience in guest service, customer service, or front office roles, preferably in a hotel, resort.

· Excellent communication and interpersonal skills.

· Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

· Fluency in English is essential; proficiency in Arabic or other languages is an advantage.

· Strong problem-solving and decision-making skills.

· Ability to work in a fast-paced environment, manage multiple tasks, and maintain a positive attitude.

· Strong organizational and multitasking abilities.

· Ability to stand for extended periods.

· Flexibility to work shifts, including evenings, weekends, and holidays as needed.

Benefits