Gest 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.

Duties & Responsibilities:

1. Guest Reception and Assistance: Greet and interact with guests in a professional, friendly, and courteous manner. Provide information on services, amenities, and resort facilities.
2. Check-in/Checkout: Facilitate the smooth check-in and checkout process ensuring accurate guest data entry, billing, and timely assistance with any requests.
3. Reservation Management: Assist with the management of guest reservations including making new bookings, modifying existing reservations, and confirming reservations as necessary.
4. Guest Requests & Inquiries: Handle guest inquiries, concerns, and special requests (e.g. transportation, dining reservations, special accommodation) efficiently and professionally.
5. Problem Resolution: Address guest complaints or concerns promptly, finding effective solutions while maintaining a positive guest experience.
6. Communication with Departments: Liaise with housekeeping, maintenance, security, and other departments to ensure timely responses to guest needs and requests.
7. 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.
8. Guest Experience Monitoring: Ensure that guest interactions and experiences are consistently positive and maintain a high level of guest satisfaction.
9. Administrative Support: Perform light administrative duties including managing guest files, updating databases, and maintaining the front desk area.
10. 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.

Qualifications:

1. High school diploma or equivalent; a degree or certification in hospitality management / Business Administration.
2. Previous experience in guest service, customer service, or front office roles preferably in a hotel/resort.
3. Excellent communication and interpersonal skills.
4. Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
5. Fluency in English is essential; proficiency in Arabic or other languages is an advantage.
6. Strong problem-solving and decision-making skills.
7. Ability to work in a fast-paced environment, manage multiple tasks, and maintain a positive attitude.
8. Strong organizational and multitasking abilities.
9. Ability to stand for extended periods.
10. Flexibility to work shifts including evenings, weekends, and holidays as needed.

Benefits:

Accommodation: Provided.
Duty Meal: Provided.