Guest Service Officer

Guest Service Officer – Telecommunication

Location:
Dubai, United Arab Emirates | Industry: Hospitality | Function: Guest Services-Concierge |

Experience:
2‑5 years, depending on education and career background |

Job Type
Full‑time Overview Guest Service Officer
- Telecommunication in Dubai, United Arab Emirates is a Hospitality hiring opportunity for a polished communications professional who can manage hotel calls, assist guests, support room occupancy objectives, and respond correctly during security or emergency situations. Based at Sofitel Dubai Downtown, the role serves as an important communication link between guests, callers, hotel departments, and operational teams. Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Guest Services-Concierge

Salary:
3500‑5000 (estimated; confirm final offer at hiring) Gender: Any

Job Type
Full‑time

Key Responsibilities
- Answer incoming, outgoing, and internal hotel calls promptly and professionally.
- Manage telephone communication according to Sofitel and Accor brand standards.
- Welcome callers with a courteous tone and identify their needs accurately.
- Transfer calls to the appropriate guest room, department, outlet, or employee.
- Take clear messages when the requested person is unavailable and ensure timely delivery.
- Respond to guest questions regarding hotel facilities, services, restaurants, operating hours, and local information.
- Record and communicate guest requests to the responsible department without delay.
- Follow up where required to confirm that requests have been completed.
- Handle communication from guests inside and outside the hotel with discretion and professionalism.
- Maintain current knowledge of room availability, occupancy levels, arrivals, departures, and hotel activities.
- Support maximum occupancy by directing reservation enquiries to the correct team.
- Provide accurate information without making unauthorized promises or commitments.
- Maintain awareness of VIP arrivals, special requests, and relevant guest preferences.
- Protect guest privacy and avoid disclosing room numbers or confidential information.
- Follow established procedures for wake‑up calls, emergency calls, and urgent guest requests.
- Recognize suspicious, threatening, or unusual calls and report them according to security procedures.
- Maintain complete knowledge of fire, safety, evacuation, and emergency communication protocols.
- Contact emergency services, hotel security, management, or relevant departments when instructed.
- Remain calm and communicate clearly during emergencies or high‑pressure situations.
- Maintain accurate telephone logs, messages, incident details, and communication records.
- Coordinate with Front Office, Reservations, Housekeeping, Engineering, Security, and Food and Beverage teams.
- Report telephone system faults or communication equipment problems promptly.
- Keep the telecommunications workstation organized and operational throughout the shift.
- Follow hotel grooming, attendance, conduct, and confidentiality requirements.
- Participate in service training, emergency drills, and departmental briefings.
- Perform additional guest communication duties assigned by Front Office management. Ideal Profile
- Diploma or degree in vocational hospitality, Room Division, or a related field.
- Between 2 and 5 years of relevant experience, depending on education and career background.
- Previous experience in hotel telecommunications, guest services, reservations, or Front Office operations is preferred.
- Fluent spoken and written English.
- Proficiency in a second language is considered an advantage.
- Clear telephone manner with strong listening and verbal communication skills.
- Ability to remain courteous and composed during busy periods or difficult calls.
- Good knowledge of luxury hotel service expectations and guest privacy requirements.
- Confidence using telephone consoles, hotel systems, and routine office applications.
- Strong attention to detail when recording names, numbers, messages, and guest requests.
- Ability to prioritize urgent calls and manage several communication tasks efficiently.
- Professional appearance, positive attitude, and consistent guest‑service focus.
- Understanding of hotel safety, security, fire, and emergency procedures.
- Flexibility to work rotating shifts, evenings, weekends, and public holidays. Skills Set
- 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 Why Join Us This role offe