Guest Services Agent

Job Location:
NH Collection Ibn Battuta Hotel


NH Collection Hotels & Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic-elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments.
We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.
As a Guest Service Agent, you will create a warm welcome and deliver thoughtful, personalized service throughout each guest’s stay. You will support the daily Front Office operations, ensuring smooth arrivals and departures while bringing the NH Collection service experience to life.
Key Responsibilities
Welcome guests warmly and manage check-in and check-out accurately and efficiently.
Provide information about hotel facilities, services, promotions, and local attractions.
Handle guest enquiries, requests, and concerns promptly, following up to ensure satisfaction.
Coordinate with Housekeeping and other departments to ensure rooms are ready and guest needs are met.
Maintain accurate guest profiles, reservations, and Front Office records in the property management system.
Process payments, billing, and cashiering transactions in accordance with hotel procedures.
Recognize returning guests and loyalty programme members, ensuring their preferences and applicable benefits are addressed.
Support room upgrades, upselling, and the promotion of hotel services to enhance the guest experience and revenue.
Maintain clear shift handovers and communicate outstanding requests to relevant team members.
Follow hotel standards for grooming, confidentiality, safety, security, and emergency procedures.
Qualifications
Previous experience in a Front Office or guest service role, preferably within an upscale or luxury hotel.
Excellent communication skills in English; additional languages are an advantage.
A welcoming personality and a strong commitment to personalized guest service.
Good problem-solving skills and the ability to remain calm and professional under pressure.
Strong attention to detail, organizational skills, and confidence in handling payments.
Familiarity with hotel property management systems; Opera experience is an advantage.
Ability to work collaboratively in a multicultural team.
Flexibility to work rotating shifts, including nights, weekends, and public holidays.
A diploma or qualification in hospitality or a related field is an advantage.
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