Guest Relations Officer / Receptionist

The guest-relations role focuses on personal service, thoughtful communication and timely resolution of guest requests. It helps create a positive stay by understanding individual needs, coordinating support across departments and following through on feedback. The role calls for empathy, discretion and the ability to maintain professionalism when handling concerns. The successful candidate is expected to approach assigned work professionally, follow established procedures and communicate clearly with colleagues and customers. Work should be completed carefully, with issues raised early rather than left unresolved.

Key Responsibilities

• Listen carefully to concerns, seek practical solutions and escalate complaints that require supervisory support.
• Monitor outstanding guest requests and communicate updates so guests understand what action is being taken.
• Capture recurring feedback and share useful observations that may improve service quality and the guest experience.
• Welcome guests, establish a helpful rapport and provide relevant information about services, facilities and local arrangements.
• Record preferences and requests accurately, sharing information only with colleagues who need it to provide service.
• Coordinate special arrangements and follow up with operating departments to confirm that requests are completed.

Requirements and Qualifications

• Experience in guest service, reception, concierge or another customer-focused role is beneficial.
• Strong spoken communication, attentive listening and an approachable, professional manner.
• Ability to handle complaints tactfully and protect personal or sensitive guest information.
• Good organisation and follow-through when coordinating several requests at the same time.
• Additional language abilities can be valuable where they match the guest profile and role needs.

Skills

• Empathy and relationship building
• Complaint handling and service recovery
• Coordination and timely follow-up
• Discretion and clear communication

Vacancy-Specific Details

The role is at Queen Elizabeth 2 (QE2), Dubai. Duties include welcoming guests, managing check-in and check-out in Opera, handling calls and requests, preparing occupancy and arrival reports, confirming and cancelling reservations, allocating rooms, following key-control procedures and coordinating with Concierge and other departments.

Employment Details

• Company: Accor
• Property/Team: Queen Elizabeth 2 (QE2)
• Location: Dubai, Dubai, United Arab Emirates
• Employment Type: Full Time
• Salary: Not disclosed