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:
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·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
Accommodation: Provided.
Duty Meal: Provided.
