Guest Services Officer (Receptionist 6 Months Mission)

AccorHotels Middle East; Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

Sofitel Dubai The Palm, a luxurious 5-star beachfront resort on Palm Jumeirah, seeks a Front Office Agent to warmly welcome guests, manage registrations, and ensure seamless check-in and check-out. You will verify guest preferences, handle inquiries, and coordinate with Reservations to accommodate special requests, while upholding the resort's standards of service.

Ideal candidates have luxury hospitality experience, strong English communication, and the ability to multitask under pressure.

Qualifications

• Previous experience in hospitality or customer service, preferably in luxury hotels.
• Experience with PMS or hotel reservation software is highly preferred.
• Excellent communication and interpersonal skills.
• Strong multitasking abilities under pressure.
• Attention to detail with accuracy in billing and room assignments.
• Proficiency in English; additional languages are a significant advantage.
• Experience with MS Office and basic office equipment.

Responsibilities

• Welcome guests on arrival and assist with registration.
• Ensure smooth check-in/check-out procedures for all guests.
• Manage room assignments and guest profiles accurately.
• Handle billing, payments and confidential transactions.
• Address guest inquiries, requests and complaints promptly.
• Coordinate with Sales and Reservations for bookings and changes.
• Provide concierge services and local recommendations.
• Maintain front desk area, systems, and safety standards.

Skills

Communication

Interpersonal skills

Multitasking

Problem solving

Billing accuracy

Attention to detail

Education

High school diploma

Hospitality degree (plus)

Tools

PMS experience

Reservations software

MS Office

Job description

Job description

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestledamongst lush greeneryonthe idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropicaland relaxingsanctuary, only ashort distance away from the vibrant, buzzing metropolis of Dubai.

Withtouches of Frencheleganceinterlacedthroughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

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.
• Ensure that all guest information remains confidential and is handled with respect.

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.