Guest Service Officer

Hyatt Hotels Corporation; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Hyatt Centric Jumeirah Dubai is seeking a Guest Service Officer to join our Front Office team. You will be the first point of contact for guests, delivering warm hospitality and seamless check-in/check-out experiences in a vibrant Dubai setting.

You will handle guest inquiries, coordinate with other departments, and uphold Hyatt's service standards while maintaining accurate records and cash handling when required. Fluent English is required.

Qualifications

• Diploma or Degree in Hospitality Management or related field
• Excellent communication and interpersonal skills
• Fluency in English; other languages an advantage

Responsibilities

• Welcome guests and deliver exceptional front desk service
• Handle check-in/check-out, registrations, billing and payments accurately
• Respond to guest inquiries and resolve issues promptly
• Coordinate with Housekeeping, Engineering, F&B and other departments
• Maintain guest records and perform cashiering duties as needed
• Uphold Hyatt brand standards and safety procedures
• Provide information on facilities, promotions and local attractions

Job description

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"Our leaders have always encouraged us to try new approaches and learn by experimentation. The biggest learning through this was that persistence and calculated risks, pay off."

Hyatt Centric Jumeirah Dubai is a lifestyle hotel designed for modern travelers seeking authentic local experiences. Located in the heart of Dubai, we are dedicated to delivering memorable guest experiences through exceptional service, innovation, and genuine hospitality.

Summary

At Hyatt Centric Jumeirah Dubai, we believe in creating memorable experiences that connect our guests to the heart of the destination. We are looking for a passionate, energetic, and service-oriented Guest Service Officer to join our Front Office team.

As a Guest Service Officer, you will be the first point of contact for our guests and play a key role in delivering exceptional hospitality. You will ensure seamless check-in and check-out experiences while creating welcoming and personalized interactions that reflect Hyatt's purpose of caring for people so they can be their best.

Key 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.

Qualifications

• Diploma or Degree in Hospitality Management, Tourism, or a related field preferred.
• 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.
• Fluency in English is required; additional languages will be an advantage.

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