Position Purpose
The primary purpose of the Guest Service Agent role is to deliver an on-brand, personalized arrival and departure experience for all guests. The position focuses on maintaining accurate guest ledgers, supporting operational efficiency, and contributing positively to Guest Voice loyalty scores through professionalism, friendliness, and timely service.
Key Responsibilities and Essential Functions
As a Guest Service Agent at Sheraton Grand Hotel Dubai, your responsibilities include:
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Delivering a personalized Sheraton-branded experience throughout the guest journey
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Ensuring strict compliance with Sheraton Brand Standards, achieving 90% or above in BSA inspections
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Recognizing Marriott Bonvoy members and delivering welcome amenities upon arrival
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Implementing WELCOME procedures at check-in and FAREWELL procedures at check-out
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Living and promoting Sheraton Brand Differentiators, including the Sheraton Sleep Experience and Sheraton Club
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Using the Guest Planning Screen daily to fulfill guest preferences accurately
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Achieving daily performance goals, including:
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Marriott Bonvoy enrollments
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Rooms and suites upselling revenue
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COFC (Check-Out For Children) capture of 25%
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YC (Your Choice) take rate of 15% of occupied rooms
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Guest Service and Operational Excellence
The role requires close coordination with internal departments to ensure seamless operations:
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Maintaining clear communication with Front Office, Housekeeping, Club Lounge, and Room Service teams
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Controlling high-balance reports and ensuring PCI compliance
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Managing VIP room allocations without changes unless amenities are transferred
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Logging and closing guest requests and defects in GXP within 15 minutes
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Updating guest profiles with preferences, feedback, and service history
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Troubleshooting guest internet issues and ensuring front desk readiness at all times
Skills, Knowledge, and Abilities
Candidates should demonstrate the following competencies:
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Strong computer skills with Opera PMS knowledge
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Excellent command of English (additional languages are highly preferred)
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Strong communication and follow-up skills
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Team-oriented mindset with a caring approach to guest service
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High standards of honesty, integrity, and accountability
Qualification Standards
Successful candidates are expected to:
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Fully embrace guest-centric service philosophy
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Align with Sheraton and Marriott brand values
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Maintain a warm, confident, and professional demeanor
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Be detail-oriented and take pride in work quality
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Demonstrate enthusiasm, adaptability, and teamwork
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Uphold ethical business practices at all times
Education and Physical Requirements
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Bachelor’s Degree is required
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Ability to stand for long hours
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Immaculate grooming and professional appearance as per hotel standards
How to Apply
Interested candidates can apply online through the official LinkedIn job posting by following these steps:
Visit the application link provided below
Review the job details carefully
Click on the Apply button
Sign in to your LinkedIn account or create one
Submit your updated CV and required information
Conclusion
The Guest Service Agent position at Sheraton Grand Hotel Dubai is an excellent opportunity for hospitality professionals seeking to grow their careers within a world-class luxury hotel brand. With a strong focus on personalized service, professional development, and global standards, this role offers long-term career potential in the UAE’s thriving hospitality industry. Candidates who are passionate about guest satisfaction and service excellence are encouraged to apply and take the next step in their hospitality journey.
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