Guest Services Officer – Reception & Visitor Management

About the role

The Guest Services Officer is the first point of contact for visitors to HSBC’s DIFC office tower. Reporting to the Workplace Experience, Hospitality and Events Manager, you will ensure a professional, seamless experience for external clients, senior guests and internal staff across multiple reception points.

Key responsibilities

• Deliver a consistent, end‑to‑end visitor experience at all reception desks (Ground, Levels 5, 15 and 20).
• Greet, register and direct visitors, manage access passes and parking coordination.
• Prepare meeting rooms and hospitality requirements for senior client meetings.
• Handle incoming calls promptly and courteously.
• Maintain the HSBC Tower Reception email inbox, acknowledging and acting on queries within the working day.
• Support tenant requests via the reception mailbox, including luggage storage and facilities work orders.
• Offer refreshments on designated levels where appropriate.
• Collaborate with the reception team, JLL, and Security to uphold high service standards.
• Identify and implement improvements to customer service and visitor experience.

Required profile

• Professional appearance in the prescribed attire (black abaya and sheila).
• Strong time‑keeping and adherence to shift schedules.
• Excellent communication skills and courteous phone etiquette.
• Ability to work collaboratively with internal stakeholders and external partners.
• Proactive attitude toward service quality and problem resolution.

Required skills