Guest Service Officer

Organization- Hyatt Place Dubai/Wasl District

Summary

Job Description

The Guest Service Officer is responsible for delivering exceptional guest experiences from arrival to departure. The role requires handling guest check-in/check-out, managing reservations, addressing guest inquiries and concerns, and ensuring smooth coordination with other departments. The Guest Service Officer acts as the first point of contact for guests, providing a warm welcome and professional service in line with the hotel’s standards.

Guest Services:

• Greet guests warmly upon arrival and ensure a smooth check-in/check-out process.
• Handle room allocations, key issuance, and provide hotel information.
• Respond promptly and professionally to guest inquiries, requests, and complaints.
• Assist guests with luggage, transportation, and concierge-related needs (tours, restaurant bookings, directions, etc.).
• Promote hotel facilities, services, and ongoing promotions to enhance the guest experience.
  
  

• Manage reservations, cancellations, and amendments efficiently.
• Handle cash, credit card, and billing transactions in compliance with hotel policies.
• Maintain accurate guest records in the Property Management System (PMS).
• Coordinate with Housekeeping and Maintenance to ensure rooms are clean and operational before guest arrival.
• Monitor lobby activities to ensure safety, cleanliness, and guest comfort.
  
  

• Diploma/Degree in Hospitality Management or equivalent.
• Minimum 1–2 years of experience in Front Office/Guest Services (preferably in a 4-star or 5-star hotel).
• Proficiency in hotel PMS (Opera or similar).
• Strong communication and interpersonal skills.
• Fluent in English (additional languages are an advantage).
• Customer-focused with problem-solving abilities.
• Presentable, professional, and well-groomed at all times.