As a Receptionist (Guest Service Agent), you will be an essential part of the Front Office Team, responsible for providing services to guests to ensure an exceptional experience from check-in to check-out and conducting audits as necessary. The initial impressions of our guests are significantly influenced by the Guest Service Agent. In particular, you will be accountable for the following responsibilities, which must be completed to the utmost standards:

Guest Relations & Service

• Welcome guests warmly with a professional greeting, smile, and eye contact, using their name whenever possible.
• Actively listen and respond to guest inquiries, concerns, and requests in a positive and timely manner.
• Anticipate guest needs, personalize service, and promote hotel services and facilities.
• Assist guests with disabilities or special needs in line with service standards.
• Provide local information, directions, and recommendations for attractions and services.
• Handle guest complaints or requests professionally and follow up to ensure resolution.

Check-in / Check-out Operations

• Process guest arrivals and departures efficiently, ensuring accurate room assignments, payment collection, and issuance of keys.
• Verify reservations, rates, and billing instructions, and accommodate room changes or late check-outs where possible.
• Coordinate with Housekeeping and other departments to ensure room readiness and status accuracy.
• Handle guest messages, mail, and special requests promptly.

Communication & Coordination

• Answer telephone calls and guest inquiries using professional etiquette.
• Maintain clear and professional communication with colleagues, supervisors, and other departments.
• Record, relay, and follow up on guest requests with the appropriate teams.
• Ensure smooth handover of information across shifts.

Cash Handling & Billing

• Handle payments by cash, credit/debit cards, and checks in compliance with accounting standards.
• Balance daily transactions, maintain accurate cashier reports, and process vouchers and adjustments.
• Secure a valid form of payment before issuing keys and manage billing disputes if they arise.

Reports & Record Keeping

• Maintain accurate guest records, registrations, and room status updates in the system (PMS).
• Prepare daily reports such as arrivals, departures, special requests, and credit card authorizations.
• Keep documentation and guest information filed and secured according to policy.

Policies, Procedures & Quality Standards

• Adhere to company policies, brand standards, and operational procedures.
• Protect the privacy, confidentiality, and security of guests and company information.
• Ensure personal appearance, uniform, and grooming meet company standards.
• Support continuous improvement by following quality assurance expectations.
• Protect company property, tools, and assets.

What are we looking for:

• Previous experience in Front Office or customer service role is an advantage.
• Proficiency in hotel property management systems, Opera System will be prefered
• Strong communication, interpersonal, and problem-solving skills.
• Ability to multitask, work under pressure, and maintain professionalism.
• Flexible with schedules and able to work in a team-oriented environment.
• Proficiency in Arabic and Russian languages will be an added advantage

Note: this position is intended for Sheraton Hotel Abu Dhabi, Franchise property