Guest service agent

Sharjah National Hotels is seeking a polished, service‑oriented Guest Service Agent to join our front desk team across city and resort properties. This role is ideal for someone who thrives on creating first impressions, solving guest needs with calm efficiency, and representing a hospitality brand that values warmth, professionalism, and cultural sensitivity. As a Guest Service Agent you will be the primary point of contact for arrivals, departures, and guest enquiries; you will coordinate with multiple departments to ensure seamless stays and contribute to positive guest feedback and repeat business. We offer structured training, clear career pathways, and a supportive team environment where excellent service is recognized and rewarded.

Job Title and Salary

Position
Guest Service Agent

Salary Range
AED 3,500 – AED 6,000 per month depending on experience, language skills, and shift allowances.

Duties and Responsibilities

• Welcome and Check In Out Guests — Greet guests warmly, complete registration, issue keys, and explain hotel facilities and services.
• Reservation Management — Handle new bookings, modifications, and cancellations; update the property management system accurately.
• Billing and Payments — Process payments, prepare invoices, handle folio queries, and follow cash handling procedures.
• Guest Relations and Problem Resolution — Respond promptly to guest requests and complaints, escalate complex issues, and follow up to ensure satisfaction.
• Concierge and Local Information — Provide accurate local recommendations, arrange transport, and assist with tour and restaurant bookings.
• Coordination with Departments — Liaise with housekeeping, engineering, F&B, and security to fulfill guest requests and ensure room readiness.
• Upselling and Revenue Support — Promote room upgrades, packages, and hotel services to maximize revenue and guest value.
• Record Keeping and Reporting — Maintain accurate logs for arrivals, departures, VIPs, and special requests; prepare shift handover notes.
• Compliance and Standards — Adhere to hotel policies, data privacy rules, and health and safety procedures.

Requirements

• Education — High school diploma required; hospitality or tourism diploma preferred.
• Experience — Minimum 1 year in front desk, reservations, or guest relations in a hotel environment preferred.
• Language Skills — Fluent English required; Arabic or additional languages strongly advantageous.
• Technical Skills — Comfortable using property management systems, reservation platforms, and standard office software.
• Customer Service Skills — Excellent communication, problem solving, and a calm, professional demeanor under pressure.
• Appearance and Conduct — Professional presentation and a guest‑first attitude at all times.
• Availability — Willingness to work rotating shifts, weekends, and public holidays.
• Other — Ability to handle cash transactions and follow security procedures.

Benefits

• Competitive salary with performance bonuses and shift allowances where applicable.
• Health insurance and wellness support.
• Staff meals and discounted or supported accommodation where applicable.
• Paid annual leave and public holiday entitlements.
• Structured training and career development programs.
• Employee discounts across group outlets and partner services.
• Recognition programs and staff events.

About Sharjah National Hotels

Sharjah National Hotels is a regional hospitality group operating city hotels, beachfront resorts, and serviced residences across the Emirate of Sharjah. We are committed to authentic Arabian hospitality, sustainable tourism, and continuous staff development. Our culture emphasizes respect, teamwork, and a guest‑centric approach that creates memorable stays for business and leisure travelers.

Application Process

1. Prepare your CV and a short cover note stating the position title.
2. Apply online via the careers portal or email your CV to recruitment@snhgroups.com with the job title in the subject line.
3. Acknowledgement — You will receive an email confirmation within 48 hours.
4. Screening — HR reviews applications and shortlists candidates based on fit and availability.
5. Interview and Assessment — Shortlisted candidates are invited for a phone or in‑person interview and may be asked to complete a practical assessment.
6. Offer and Onboarding — Successful candidates receive a formal offer, contract, and a structured onboarding schedule including orientation and training.