Guest Services Officer Night Shift (Arabic Speaker)

AccorHotel; Dubai; On-site; AED 56,000 - 100,000; Full time

Job summary

AccorHotel in Dubai seeks a welcoming Front Desk/Guest Services Agent to greet guests, check-in/check-out, handle reservations, and provide concierge services.

You will work with PMS and hotel software, coordinate with Housekeeping and F&B, and tailor recommendations to guest needs. Excellent communication in English required; additional languages a plus; strong multitasking and professionalism expected.

Qualifications

• Experience in hospitality or customer service preferred in luxury hotel.
• Proficiency with PMS or hotel reservation systems.
• Excellent communication and interpersonal skills in challenging situations.
• Strong multitasking abilities with high-pressure environments.
• Detail-oriented with accuracy in billing and room assignments.
• High school diploma required; hospitality degree is a plus.
• English fluency; additional languages are advantageous.
• Experience with reservations software and basic office tools.

Responsibilities

• Welcome guests, assist with registration and ensure smooth check-in/out.
• Verify guest preferences and match room assignments with requests.
• Handle inquiries, requests and complaints professionally and promptly.
• Provide concierge services for transportation, reservations, and events.
• Keep guest profiles updated and maintain hotel systems accuracy.
• Process billing and payments securely across methods.
• Coordinate with Sales/Reservations for bookings and changes.
• Work with Housekeeping, Engineering, and F&B to resolve issues.
• Maintain a clean, welcoming front desk area and assist during peak times.

Skills

Customer service

Communication

Multitasking

Problem-solving

Attention to detail

Interpersonal skills

English proficiency

Education

High school diploma or equivalent

Hospitality-related degree (plus)

Tools

PMS software

Hotel reservation software

Office software (Word, Excel, Outlook)

Job description

• Warmly welcome guests upon arrival assist with registration and ensure smooth check-in/check-out procedures.
• Verify guest preferences ensuring that room assignments and special requests are met.
• Offer a seamless departure process by handling check-out swiftly ensuring all accounts are accurately settled.
• Handle guest inquiries requests and complaints with the utmost professionalism responding promptly and efficiently.
• Offer tailored recommendations about hotel services local attractions and events to enhance the guest experience.
• Manage guest expectations and resolve any issues or concerns to ensure complete satisfaction.
• Accurately manage room assignments and keep guest profiles updated.
• Process billing and payments including cash credit cards and digital transactions ensuring correctness and confidentiality.
• Resolve billing discrepancies with efficiency providing clarity on charges as needed.
• Handle reservation modifications cancellations and special requests while ensuring the availability of preferred accommodations.
• Keep the reservations system up-to-date ensuring accuracy and maximizing room occupancy.
• Work closely with the Sales and Reservations team to confirm guest bookings and accommodate last-minute changes.
• Provide concierge services by helping guests with transportation restaurant reservations spa appointments tickets to events and other special requests.
• Proactively anticipate guest needs and provide personalized service such as arranging surprise amenities or requests for special occasions.
• Maintain thorough knowledge of hotel amenities services and operational procedures to provide accurate information to guests.
• Stay informed about local attractions restaurants and events and provide informed recommendations to enhance guests stays.
• Work cohesively with other departments such as Housekeeping Engineering and F&B to address guest needs and resolve any service issues.
• Assist team members during peak hours and high-demand periods maintaining a calm and professional demeanor.
• Ensure the front desk area is clean organized and welcoming at all times.
• Handle administrative tasks such as filing sorting and data entry as needed.
• Follow hotel policies procedures and safety standards ensuring the well-being of guests and team members.
• Monitor security systems and report any suspicious activity or safety concerns to appropriate departments.

Qualifications :

• Previous experience in hospitality or customer service preferably in a luxury hotel or 5-star environment.
• Experience with property management systems (PMS) or hotel reservation software is highly preferred.
• Excellent communication and interpersonal skills with the ability to manage challenging situations calmly and professionally.
• Strong multitasking abilities and the capacity to handle high-pressure situations.
• Problem-solving skills with the ability to find creative solutions to guest concerns.
• Exceptional attention to detail ensuring high standards of service and accuracy in billing and room assignments.
• High school diploma or equivalent required; a degree in hospitality management or related fields is a plus.
• Proficiency in English; additional languages such as Spanish French or Mandarin are a significant advantage.
• Experience using property management systems (PMS) reservations software and basic office software (Word Excel Outlook).
• Ability to operate hotel phone systems fax and other office equipment.

Remote Work :

No

Employment Type :

Full-time