Guest Service Officer

5 days ago

Dubai, Dubai, United Arab Emirates HYATT HOTEL Full time
Roles and responsibilities

You will be responsible to provide anexcellent and consistent level of service to yourcustomers.

The Guest Service Officer isresponsible to contribute to the smooth and efficient running ofthe Reception within the ResidencesDivision

Knowledge about ISO 14001 is an addedadvantage.

Qualifications

Diploma/qualificationin Hospitality or TourismManagement

  • GuestCheck-In andCheck-Out :

    • Greet guestswarmly upon arrival and facilitate a smooth check-inprocess.
    • Ensure that guests'information is accurately recorded in the system and handle paymentor billing details.
    • Assist guests duringcheck-out, ensuring their departure is seamless and they leave witha positiveexperience.

  • CustomerService andAssistance :

    • Providepersonalized assistance to guests by answering their questions,addressing concerns, and offering recommendations for localattractions or services.
    • Handle guestcomplaints or special requests with professionalism, working toresolve any issues to the guest'ssatisfaction.
    • Offer support to guests duringtheir stay, whether it's arranging room service,coordinating transportation, or handling specialneeds.

  • InformationManagement :

    • Provideinformation about hotel amenities, services, and facilities (e.g.,restaurant hours, gym, spa, etc.).
    • Maintainaccurate records of guest interactions and requests, ensuring allcommunications are logged properly in thesystem.
    • Update guests on any changes ordisruptions, such as construction in the area or serviceoutages.

  • ReservationManagement :

    • Assist withmaking reservations for guests, ensuring room availability andhandling special requests (e.g., room preferences, early check-ins,or late check-outs).
    • Update the booking systemto reflect changes orcancellations.
    • Collaborate with the sales ormarketing team to promote special offers orpackages.

  • Coordinationwith OtherDepartments :

    • Workclosely with housekeeping, food & beverage, and maintenancestaff to ensure that guest needs are metpromptly.
    • Communicate any guest requests orconcerns to relevant departments to facilitate quickresolutions.
    • Ensure smooth communicationbetween front desk operations and other hotel areas, especiallyduring peakhours.

  • Billingand PaymentProcessing :

    • Handlecash, credit card, or other forms of payment for servicesprovided.
    • Prepare and issue invoices to guestsupon check-out and resolve any billingdiscrepancies.
    • Ensure that all charges areaccurately recorded in the system and adhere to companypolicies.

  • MaintainingGuest Privacy andSecurity :

    • Ensure thatguests' personal information is handled confidentially andsecurely.
    • Assist with the verification of guestidentification and ensure that only authorized individuals aregranted access to rooms orservices.
Desired candidate profile

  1. CommunicationSkills :

    • Strong verbaland written communication skills are essential for interacting withguests, team members, and management.
    • Abilityto effectively convey information, listen to guest concerns, andrespondappropriately.

  2. CustomerService Excellence :

    • Ahigh level of professionalism and courtesy when dealing withguests.
    • Ability to remain calm and composedwhen managing guest complaints or issues, and offering solutionspromptly.

  3. Problem-SolvingandDecision-Making :

    • Abilityto handle a wide range of issues and challenges that may ariseduring a guest's stay.
    • Quick thinkingand the ability to make decisions that satisfy the guest whileadhering to companypolicies.

  4. Attentionto Detail :

    • Beingthorough when recording guest information, managing reservations,and ensuring that guest needs aremet.
    • Monitoring any special requests or notesabout a guest's preferences for futurestays.

  5. Multitaskingand TimeManagement :

    • Ability tohandle multiple tasks at once, such as answering phones, checkingin guests, and responding to requestssimultaneously.
    • Prioritizing tasks effectively,especially during busy check-in/check-outtimes.

  6. CulturalSensitivity andEmpathy :

    • Understandingthe needs and preferences of guests from diverse culturalbackgrounds.
    • Ability to create a welcomingenvironment where all guests feel valued andrespected.

  7. TechnologyProficiency :

    • Familiaritywith hotel management software (e.g.,Opera ,Hotello ,Protel ) to check in guests, processpayments, and manage reservations.
    • Proficiencywith office software (e.g., MicrosoftOffice or GoogleWorkspace ) for reporting andcommunication.

  8. Teamwork :

    • Abilityto collaborate with other team members, such as housekeeping,kitchen staff, and managers, to provide seamless service toguests.
    • Being a team player who helps tomaintain positive relationships with colleagues in alldepartments.

  9. PatienceandResilience :

    • Patiencewhen dealing with high-stress situations, such as managing aninflux of guests during peak hours or addressing difficult customercomplaints.
    • Resilience in handling repetitivetasks and staying upbeat in a fast-pacedenvironment.

  10. Knowledgeof LocalArea :

  • Knowledgeof the local area, including tourist attractions, restaurants, andservices, to assist guests withrecommendations.
  • Ability to stay informed aboutlocal events, activities, and changes that may impact guestexperiences.
Key Skills
Hospitality,Guest Service,Guest RelationsExperience
Employment Type : Full-time
Department / Functional Area: Public Relations (PR)
Experience: years
Gender: Male
Vacancy: 1

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