Luxury Guest Communications Officer

Accor Group; Dubai; On-site; AED 39,060 - 55,800; Full time

Benefits offered by this job

Hospitality industry exposure

Accor Sofitel Downtown Dubai

Job summary

Sofitel Dubai Downtown, part of the Accor portfolio, seeks a Guest Service Officer – Telecommunication to manage hotel calls, assist guests, and support room occupancy goals. Based in Dubai, you will be the communication bridge between guests, callers, hotel departments and operations during everyday and high‑pressure moments.

Fluent English is required; a second language is a plus. Diploma or degree in hospitality and 2–5 years of relevant experience are preferred, with duties including wake‑up

Qualifications

• Diploma or degree in hospitality or related field.
• 2–5 years of relevant experience.
• Experience in hotel telecommunications or Front Office preferred.
• Fluent English; second language is an advantage.
• Clear telephone manner with strong listening and verbal communication skills.
• Knowledge of luxury hotel service expectations and guest privacy.
• Proficiency with hotel systems and routine office apps.
• Ability to stay courteous during busy periods.

Responsibilities

• Answer calls promptly and professionally.
• Manage hotel telephone communications per brand standards.
• Welcome callers and identify their needs.
• Transfer calls to rooms/departments as required.
• Take messages and ensure timely delivery.
• Answer questions about facilities, services, hours, and local info.
• Log and communicate guest requests to appropriate departments.
• Follow up to confirm requests are completed.
• Maintain confidentiality and discretion in guest communications.
• Coordinate with Front Office, Reservations, Housekeeping, Engineering, Security, and F&B.
• Report telephone system faults promptly.
• Keep telecom workstation organized.
• Follow grooming, attendance, conduct, confidentiality requirements.
• Participate in service training and emergency drills.
• Perform additional duties as assigned.

Skills

Hotel telephone operations

Guest communication

Call routing

Message handling

Internal call management

External call management

Guest request coordination

Room status awareness

Occupancy support

Telephone etiquette

Luxury guest service

Front Office coordination

Reservation enquiry support

Emergency call handling

Fire and safety procedures

Security communication

Guest privacy

Communication logging

Multilingual service

Complaint handling

Hotel systems

Cross-department coordination

Education

Diploma or degree in vocational hospitality, Room Division, or a related field

Job description

Sofitel Dubai Downtown, part of the Accor portfolio, seeks a Guest Service Officer – Telecommunication to manage hotel calls, assist guests, and support room occupancy goals. Based in Dubai, you will be the communication bridge between guests, callers, hotel departments and operations during everyday and high‑pressure moments.

Fluent English is required; a second language is a plus. Diploma or degree in hospitality and 2–5 years of relevant experience are preferred, with duties including wake‑up