Summary
Hilton is hiring a Guest Service Agent at Waldorf Astoria Dubai International Financial Centre in Dubai. The role manages guest arrivals and departures, responds to requests, shares guest feedback with Front Office leadership, and supports a high standard of personalized service. Duties also include upselling rooms and hotel services, processing payments, and following security and safety procedures. Strong communication and problem-solving skills are required; OnQ and luxury hotel experience are advantageous.
The posting
As published on hilton.com. Pulled from the employer's site and shown as they wrote it.
A Guest Service Agent at Waldorf Astoria Dubai International Financial Centre warmly welcomes guests, assists with check-in and check-out, and delivers seamless, personalized service from arrival to departure. The role embodies True Waldorf Service and Forbes Five-Star standards, ensuring every interaction is handled with genuine care to create an exceptional guest experience.
Responsibilities
What will I be doing?
As a Guest Service Agent, you are responsible for delivering a seamless arrival and departure experience while providing personalised service that reflects the True Waldorf Service philosophy and Forbes Five-Star luxury standards. Working collaboratively with the Front Office team and other hotel departments, you will create memorable guest experiences through professionalism, efficiency, and genuine hospitality. Specifically, you will be responsible for:
• Welcome guests and manage the check-in and check-out process in a warm, professional, and personalised manner, delivering the True Waldorf Service experience.
• Respond to guest requests and accommodate special requirements whenever possible, ensuring timely and effective resolution.
• Maintain clear communication with Front Office leadership, sharing relevant guest feedback, preferences, and operational updates.
• Create meaningful guest interactions by anticipating needs and delivering memorable True Waldorf Stories throughout the guest journey.
• Maintain comprehensive knowledge of hotel facilities, room categories, rates, packages, promotions, and local attractions to confidently assist guests.
• Maximise room occupancy and revenue opportunities through effective upselling of rooms, services, and hotel facilities.
• Process foreign currency, cash, and credit card transactions accurately in accordance with hotel policies and financial procedures.
• Ensure compliance with hotel security procedures, fire and life safety regulations, and health and safety standards.
• Operate Front Office systems and equipment accurately while maintaining the confidentiality and integrity of guest information.
• Adhere to Waldorf Astoria brand standards, policies, and operational procedures at all times.
• Collaborate effectively with other departments to ensure seamless service delivery and exceptional guest experiences.
• Perform additional duties and special projects as assigned to support the operational needs of the hotel.
Qualifications
What are we looking for?
A Guest Service Agent serving Waldorf Astoria Dubai International Financial Centre is always working on behalf of our Guests and collaborating with Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
• Passion for delivering exceptional guest experiences with a genuine commitment to True Waldorf Service.
• Professional and welcoming demeanour with a strong focus on luxury hospitality.
• Calm, organised, and detail-oriented approach with the ability to perform effectively in a fast-paced environment.
• Excellent interpersonal, communication, and problem-solving skills.
• Impeccable grooming and professional presentation in line with Forbes Five-Star luxury standards.
• Ability to work collaboratively with Team Members while building positive guest relationships.
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Previous experience with OnQ system.
• Previous experience in a luxury or Forbes Five-Star hotel environment.
What will it be like to work for Waldorf Astoria Hotels & Resorts?
Waldorf Astoria provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!