Guest Experience Agent (Arabic Speaking)

About voco Dubai The Palm

voco Hotels offer a unique hospitality experience that combines reliability with a fun and relaxed atmosphere. Our properties have distinct personalities that create memorable and comfortable stays for all guests. voco Dubai Palm The Palm is situated on the trunk of the iconic manmade island in a lively area known as Palm West Beach, featuring a plethora of outstanding dining options.

Role Overview

As a Guest Experience Agent, you will embody our welcoming ethos by delivering consistently exceptional and approachable service to all visitors throughout their stay. You will be the first point of contact, ensuring guest satisfaction through efficient handling of front desk operations.

Key Responsibilities

• Perform all front desk duties including greeting guests, managing check-in and check-out processes, responding to inquiries, and handling guest requests promptly.
• Communicate effectively with previous and succeeding shifts by endorsing relevant information and following up on pending issues to ensure seamless service delivery.
• Create and maintain a calm, welcoming environment at the reception, avoiding any signs of operational difficulties.
• Verify daily arrivals and departures to ensure all reservations and room allocations are accurately managed.
• Manage and resolve all system traces related to reception tasks.
• Conduct guest registration by collecting necessary data compliant with established protocols and confirm all transactions are properly recorded and authorized.
• Respond to telephone calls courteously within three rings, clearly identify yourself, take messages or route calls as needed, and manage mail or package requests.
• Finalize guest accounts during check-out, gather feedback on their stay, and resolve any issues including negotiating appropriate compensations if necessary.
• Maintain strict security and control of room keys according to hotel procedures.
• Ensure timely updating of the Property Management System for all checked-in and checked-out guests.
• Adhere to and enforce the hotel’s employee policies and procedures consistently.
• Proficiently operate front office technology including PMS, credit card machines, and key systems.
• Maintain orderly filing systems and stay well-informed about all hotel services, offers, and operating hours.

Candidate Profile

• Minimum one year of experience working at a Front Desk or Guest Services position.
• Fluent Arabic speaker with excellent written and verbal communication capabilities.
• Skilled in using the Opera Property Management System.
• Strong team collaboration skills and the ability to adapt to various tasks.
• Physically capable of standing for long periods and flexible to work different shifts including weekends and public holidays.
• A naturally friendly and approachable personality with a genuine commitment to service excellence aligned with voco standards.

What We Provide

The role offers a competitive salary coupled with benefits including employee room discounts and opportunities for career growth. As part of the IHG global family, you join a culture that values teamwork, integrity, diverse perspectives, and shared success.

We are an equal opportunity employer dedicated to talent development and welcome applications from internal and external candidates alike.

If you do not meet every requirement but believe you can contribute positively, we encourage you to apply and start your journey with us today.