Guest service agent

Royal Rose Abu Dhabi, proudly part of the Curio Collection by Hilton, is seeking a warm, professional Guest Service Agent to join our front office team. This role is ideal for someone who thrives in a fast-paced luxury-hospitality environment, enjoys creating memorable guest experiences, and takes pride in attention to detail. As the first point of contact for our guests, you will represent the hotel’s standards of service and hospitality, ensuring every interaction is courteous, efficient, and personalized. The successful candidate will be comfortable handling reservations, check-ins and check-outs, guest inquiries, and coordination with internal departments to deliver seamless stays. Strong communication skills, a guest-first mindset, and the ability to remain calm under pressure are essential.

Duties and Responsibilities

• Guest Reception and Check-in/out: Welcome guests, manage arrivals and departures, process payments, and ensure accurate room assignments.
• Reservations and Front Desk Operations: Handle phone and email reservations, update the property management system, and maintain accurate guest records.
• Guest Assistance and Concierge Services: Respond to guest requests, provide local information, arrange transportation and restaurant reservations, and coordinate special requests.
• Issue Resolution: Address and resolve guest complaints or service issues promptly and professionally, escalating to supervisors when necessary.
• Communication and Coordination: Liaise with housekeeping, maintenance, food & beverage, and other departments to ensure guest needs are met.
• Billing and Cash Handling: Prepare invoices, process payments, and follow cash-handling procedures with accuracy and integrity.
• Reporting and Administration: Complete daily logs, shift handovers, and incident reports; assist with audits and compliance checks.
• Uphold Brand Standards: Maintain a professional appearance and consistently deliver service aligned with Curio Collection by Hilton standards.

Requirements

• Education: High school diploma or equivalent; hospitality-related diploma or certificate preferred.
• Experience: Minimum 1–2 years in a front desk or guest service role at a hotel or similar customer-facing environment preferred.
• Skills: Excellent verbal and written English; additional languages are an advantage. Strong interpersonal, problem-solving, and multitasking abilities.
• Technical: Familiarity with property management systems (PMS) and standard office software is preferred.
• Personal Attributes: Professional demeanor, polished presentation, strong attention to detail, and a genuine passion for guest service.
• Availability: Flexibility to work shifts, weekends, and public holidays as required.
• Legal: Right to work in the UAE and any required local certifications or permits.

About Royal Rose Abu Dhabi

Royal Rose Abu Dhabi is a distinguished luxury hotel and a proud member of the Curio Collection by Hilton. Located in the heart of Abu Dhabi, we blend elegant design with personalized service to create unforgettable guest experiences. Our team is committed to delivering authentic hospitality, fostering career growth, and maintaining a supportive, inclusive workplace. Joining Royal Rose means becoming part of a brand that values professionalism, creativity, and a relentless focus on guest satisfaction.

Application Process

To apply, please email your CV to careers@royalrosehotel.com. In your email subject line, state Guest Service Agent — Application and include a brief cover note highlighting your relevant experience and availability. Shortlisted candidates will be contacted for an initial screening and interview. We thank all applicants for their interest; only those selected for further consideration will be contacted.