Guest Engagement Agent

Paramount Hotel Dubai is seeking a guest-focused Guest Engagement Agent to provide thoughtful, personalised assistance before, during and after each stay. The role helps create a welcoming first impression, recognises individual preferences and makes sure guest requests are followed through. The successful candidate will build positive relationships while supporting a smooth and memorable hotel experience.

Key Responsibilities

• Welcome arriving guests warmly and provide clear information about hotel services, facilities and outlets.
• Review arrival reports in advance, identify special requests and help prepare suitable arrangements for VIPs, returning guests and other occasions.
• Prepare welcome and departure letters, birthday or anniversary cards, and other guest communications as required.
• Coordinate welcome amenities with the reception team and ensure supplies such as warm or cold towels are ready according to expected arrivals.
• Check guest profiles and update preferences, feedback and follow-up notes in OPERA or the relevant hotel system.
• Confirm inspected rooms reflect recorded guest preferences and raise any issues with the appropriate department.
• Promote hotel facilities where appropriate, conduct hotel tours when requested and assist with guest-supply requisitions.

Requirements and Qualifications

• At least two years of experience in reception, guest services or front stage operations at an international five-star hotel; experience in a hotel with 500 or more rooms is preferred.
• A hospitality management diploma or degree is preferred.
• Strong spoken and written English, with additional languages such as Arabic, Russian, French, Spanish, Italian or German considered an advantage.
• Working knowledge of Microsoft Office and OPERA PMS, or similar property-management software.

Skills and Work Approach

Success in this position requires excellent organisation, professional communication, discretion with guest information, careful follow-up and the ability to manage several requests at once. A calm, welcoming manner and close coordination with reception and other hotel departments are important for delivering consistent service.