Guest Service Officer

About Hyatt Centric Jumeirah Dubai

Situated at the heart of Dubai, Hyatt Centric Jumeirah is a lifestyle hotel designed to connect modern travelers with authentic local experiences. Our commitment is to provide remarkable guest experiences anchored in excellent service, innovation, and heartfelt hospitality.

Role Overview

We are seeking a dedicated and enthusiastic Guest Service Officer to join our Front Office team. As the initial contact for our guests, you will be instrumental in delivering superior hospitality through warm, professional, and personalized service that aligns with Hyatt's mission to support people in being their best.

Responsibilities

• Warmly welcome guests and professionally manage all interactions to create memorable experiences throughout their visit.
• Efficiently handle guest check-in and check-out processes, ensuring precise room allocation, registration, billing, and payment.
• Respond quickly and effectively to guest inquiries, requests, and concerns to guarantee satisfaction.
• Address guest complaints with empathy, professionalism, and a proactive attitude towards service recovery.
• Maintain thorough knowledge of hotel amenities, services, promotions, loyalty programs, and nearby attractions to provide accurate advice and recommendations.
• Manage reservations, room modifications, special requests, and guest profiles in line with Hyatt's policies.
• Collaborate with Housekeeping, Engineering, Food & Beverage, and other teams to ensure seamless service and guest satisfaction.
• Accurately operate Front Office systems, maintaining guest records and administrative documentation.
• Perform cashiering functions such as cash handling, currency exchanges, room charges, billing reconciliation, adhering to hotel financial policies.
• Comply fully with Hyatt brand standards, operational procedures, health, safety, security, and confidentiality guidelines.
• Contribute towards departmental goals focused on service excellence, guest satisfaction, and overall hotel performance.
• Engage actively in training, briefings, and ongoing learning to enhance skills and knowledge.
• Maintain professional grooming, appearance, and conduct, positively representing Hyatt at all times.
• Support a collaborative team culture consistent with Hyatt's "We work through Teams" philosophy.
• Demonstrate adaptability by performing additional duties or assisting other departments as necessary to meet operational and guest needs.

Qualifications

• Diploma or degree in Hospitality Management, Tourism, or a related discipline preferred.
• Previous exposure to front office, guest services, or customer-facing roles within the hospitality sector is beneficial.
• Excellent communication and interpersonal capabilities.
• Strong orientation towards customer service and problem resolution skills.
• Proficiency with Microsoft Office; experience using Opera Property Management System (PMS) is a plus.
• Willingness to work flexible shifts, including evenings, weekends, and public holidays.
• Fluency in English mandatory; proficiency in additional languages is advantageous.