Guest Service Agent

Department -

Front Office

Location -


Key Responsibilities

  • Ensures incoming guests are given the highest possible personal service.
  • Maintains effective communication with all related departments to ensure smooth service delivery.
  • Receives guests in a professional and friendly manner, satisfying guest expectations from arrival till departure.
  • Takes telephone reservations when the reservations team are not available.
  • Greets guests on their arrival ensuring they feel expected and welcome.
  • Ensures the guest receives the accommodation he/she is expecting.
  • Maintains an up to date knowledge of hotel and local services and supply information respond to guest queries.
  • Deals swiftly, efficiently and sensitively to guest complaints and follows through.
  • Maintains awareness of guest profile through the guest history.
  • Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate posting of food and beverage and supplementary charges.
  • Receives payments by cash, cheque, credit card or account, adhering to the company Credit Policy at all times.
  • Accurately administers Front Desk Clerical systems and procedures.
  • Provides currency exchange services.
  • Balances accounts of day’s business at end of shift.
  • Comply with all laid down systems and procedures.
  • Records all instances of refused business, with reasons of refusal.
  • Ensures that all bills closed on shift are checked and are closed correctly to the required standard and policy.
  • To regularly check the reception is organized and operating an efficient standard and checklists are completed and forwarded to supervisors.
  • Promotes the hotels outlets and special events at all times.
  • Maintains an awareness of competitor’s rates and occupancy levels.

Customer Service

  • Demonstrate service attributes in accordance with industry expectations and company standards to include:-
  • Being attentive to guests.
  • Accurately and promptly; understanding, anticipating and fulfilling guest requests.
  • Maintain a high level of knowledge which will enhance the guest experience.
  • Demonstrate a service attitude that exceeds expectations
  • Take appropriate action to resolve guest complaints
  • Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers by ensuring good inter-departmental relations.
  • Be able to promote the hotel products and services.
  • Maintain a high level of product and service knowledge about Cristal Hotels.
  • Ensure known repeat guests, and other VIP’s receive special attention.
  • To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.

Health & Safety

  • Operate equipment using procedures learnt during training to company standards.
  • To report any equipment failures or problems to the Maintenance Department.
  • Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety
  • To be vigilant in the workplace and report any signs of fire related issues
  • Familiarise yourself with emergency and evacuation procedures.
  • Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.
  • To attend all mandatory training sessions selected by the Hotels Training Department


Preferably with a diploma in Hospitality, have worked at least for a year in the similar role, good communication skills, command on Arabic language is an advantage, locally/immediately available (or with less notice period) and transferrable visa

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*under the age of 12