Guest Service Agent (Chinese Speaker)

• Welcome guests in a professional, friendly, and courteous manner.
• Perform guest check-in and check-out accurately and efficiently.
• Assist Chinese-speaking guests with registration, hotel information, service requests, and general communication.
• Explain hotel facilities, services, operating hours, F&B outlets, and available amenities.
• Handle room assignments, guest registration, key issuance, and required documentation.
• Verify guest identification and ensure registration records are completed accurately.
• Process cash, credit card, and other approved payments in accordance with hotel procedures.
• Maintain accurate guest folios and assist with billing enquiries, deposits, refunds, and account corrections.
• Respond to guest enquiries in person, by telephone, email, or other approved communication channels.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, Security, and other departments.
• Handle guest complaints professionally and escalate unresolved matters to the Front Office Supervisor or Assistant Front Office Manager.
• Follow up on guest requests to ensure timely resolution and satisfaction.
• Assist with room upgrades, late check-outs, early check-ins, room moves, and other front-office requests subject to availability and hotel policy.
• Promote hotel services, restaurants, packages, and available upselling opportunities.
• Support Front Office upselling initiatives and revenue-generation programs.
• Provide accurate information regarding local attractions, transportation, shopping, dining, and general guest requirements.
• Assist with wake-up calls, messages, guest mail, and other front-desk services where applicable.
• Maintain accurate guest records and profiles in the hotel Property Management System.
• Update guest preferences, contact details, and stay information correctly.
• Maintain strict confidentiality of guest information and hotel records.
• Follow hotel procedures relating to VIP guests, groups, long-stay guests, and special requests.
• Coordinate with Reservations regarding booking amendments, extensions, and room availability.
• Support group arrivals and departures when required.
• Ensure all shift handovers are accurate, complete, and properly communicated.
• Complete daily front-office checklists and required reports.
• Report incidents, discrepancies, or unusual guest situations to the appropriate supervisor.
• Follow all hotel cash-handling, credit, security, and financial-control procedures.
• Comply with hotel safety, security, and emergency procedures.
• Maintain professional grooming, appearance, and conduct at all times.
• Support Front Office operations during high occupancy, events, and peak periods.
• Perform any other reasonable duties assigned by Front Office Management.

Pay: AED1,800.00 - AED2,500.00 per month

Education:

• Diploma (Required)

Experience:

• GSA: 1 year (Required)

Language:

• Chinese (Required)
• English (Required)

Work Location: In person