Guest Experience Officer – Front Desk & Service Champion

Hyatt Centric; Dubai; On-site; AED 78,000 - 123,000; Full time

Job summary

Hyatt Centric Jumeirah Dubai is seeking a Guest Service Officer to join our Front Office team in Dubai. You will be the first point of contact, delivering warm welcomes and ensuring seamless check-in and check-out experiences while personalizing guest interactions in line with Hyatt's hospitality standards.

Responsibilities include handling guest inquiries, coordinating with Housekeeping and other departments, managing reservations and billing, and maintaining accurate guest records.

Qualifications

• Diploma or Degree in Hospitality Management, Tourism, or a related field preferred.
• Fluency in English and Russian is required; additional languages will be an advantage.
• Previous experience in Front Office, Guest Services, or a customer-facing role within the hospitality industry is preferred.
• Excellent communication and interpersonal skills.
• Strong customer service orientation and problem-solving abilities.
• Proficiency in Microsoft Office applications; experience with Opera PMS is advantageous.
• Ability to work flexible shifts, including evenings, weekends, and public holidays.

Responsibilities

• Deliver exceptional guest service by welcoming guests warmly, handling all interactions professionally, and creating memorable experiences throughout their stay.
• Manage guest check-in and check-out procedures efficiently, ensuring accuracy in room assignments, registration, billing, and payment processes.
• Respond promptly and effectively to guest inquiries, requests, and concerns, ensuring timely resolution and guest satisfaction.
• Handle guest complaints and service recovery situations with professionalism, empathy, and a proactive approach.
• Maintain comprehensive knowledge of hotel facilities, services, promotions, loyalty programs, and local attractions to provide accurate information and recommendations.
• Process reservations, room changes, special requests, and guest profiles in accordance with Hyatt standards and procedures.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other hotel departments to ensure seamless service delivery and guest satisfaction.
• Operate Front Office systems accurately while maintaining guest records, registration details, and other administrative documentation.
• Perform cashiering duties, including cash handling, foreign currency exchange, room charges, billing reconciliation, and other financial transactions in accordance with hotel policies.
• Ensure compliance with Hyatt brand standards, operational procedures, and all relevant health, safety, security, and confidentiality requirements.
• Support departmental objectives by contributing to service excellence, guest satisfaction scores, and overall hotel performance targets.
• Participate actively in training sessions, briefings, and continuous learning initiatives to enhance professional knowledge and service skills.
• Maintain high standards of personal grooming, appearance, and conduct while representing Hyatt positively at all times.
• Foster teamwork and collaborative working relationships in line with Hyatt's "We work through Teams" philosophy.
• Demonstrate flexibility by performing additional duties and supporting other departments or operational areas when required to meet business demands and guest service needs.

Skills

Guest services

Communication

Problem solving

Education

Diploma/Degree in Hospitality Management

Tools

Opera PMS

Microsoft Office

Job description

Hyatt Centric Jumeirah Dubai is seeking a Guest Service Officer to join our Front Office team in Dubai. You will be the first point of contact, delivering warm welcomes and ensuring seamless check-in and check-out experiences while personalizing guest interactions in line with Hyatt's hospitality standards.

Responsibilities include handling guest inquiries, coordinating with Housekeeping and other departments, managing reservations and billing, and maintaining accurate guest records.