Guest Services Officer (Receptionist) - 6 Month Mission

About the role

Sofitel Dubai The Palm, a 5-star beachfront resort on the Palm Jumeirah, is looking for a Guest Services Officer (receptionist) for a 6-month mission. The role welcomes guests, handles check-in and check-out, manages reservations and billing, and provides concierge-style service.

Key responsibilities

• Welcome guests on arrival, assist with registration and ensure smooth check-in and check-out, settling accounts accurately.
• Verify guest preferences so that room assignments and special requests are met.
• Handle guest inquiries, requests and complaints professionally and promptly.
• Recommend hotel services, local attractions and events, and resolve issues to keep guests satisfied.
• Manage room assignments, keep guest profiles updated, and process cash, card and digital payments, resolving billing discrepancies.
• Handle reservation modifications, cancellations and special requests, keeping the reservations system accurate and working with the Sales and Reservations team.
• Provide concierge services: transportation, restaurant and spa reservations, event tickets and other requests.
• Anticipate guest needs, such as surprise amenities for special occasions.
• Work with Housekeeping, Engineering and F&B, assist colleagues during peak hours, and keep the front desk clean and organised.
• Handle filing, sorting and data entry, follow safety standards, monitor security systems and keep guest information confidential.

Required profile

• Previous hospitality or customer service experience, preferably in a luxury or 5-star hotel.
• High school diploma or equivalent; a degree in hospitality management or a related field is a plus.
• Excellent communication, problem-solving and multitasking skills, with attention to detail in billing and room assignments.
• Proficiency in English; Spanish, French or Mandarin is a significant advantage.

Required skills

• Experience with property management systems (PMS) and hotel reservation software is highly preferred.
• Basic office software (Word, Excel, Outlook).
• Ability to operate hotel phone systems, fax and other office equipment.