1 954 Guest Service Assistant jobs in the United Arab Emirates

Hotel Switchboard Operators are responsible for handling a high volume of phone calls from guests and internal staff. They must have excellent communication skills to provide clear and concise information, as well as the ability to multitask and work in a fast-paced environment.

The ideal candidate will be able to speak clearly and distinctly, using a friendly and courteous tone to put callers at ease. They will also be able to use listening skills to obtain accurate and complete information, and direct calls to guest rooms or hotel personnel as needed.

In addition to answering phone calls, Switchboard Operators may also be responsible for taking and distributing messages for guests, providing information on hotel services, and answering inquiries about public events.

They will need to have strong organizational skills to keep records of calls placed and received by all departments, and record call charges accurately. Switchboard Operators will also be expected to update directory information on the front office software and process guest wakeup calls efficiently.

Qualifications include one year of experience in Rooms or a related professional area within a luxury hotel setting. A proven track record in high-class lifestyle resort hotels is highly desirable.

Remote work options are not available for this position, and full-time employment is required.

We are seeking a detail-oriented and customer-focused Hotel Guest Service Assistant to join our team. In this role, you will be responsible for ensuring that guest rooms and public areas are clean and tidy, and that all guests have an exceptional stay experience.

• Clean and maintain assigned rooms and public areas to the highest standards.
• Replace towels, linens, and other guest amenities as required each day.
• Replenish in-room supplies to ensure guest satisfaction and comfort.
• Report any room damages or maintenance needs to the supervisor promptly.
• Maintain cleaning equipment and store it correctly after use.
• Provide exceptional service by responding to guests' requests courteously.
• Follow health and safety regulations for housekeeping tasks.
• Sort and remove trash and recycling from guest rooms and hotel areas.

• Prior housekeeping experience in a hotel setting is preferred.
• Able to follow instructions and listen to management directives carefully.
• Physical stamina to perform cleaning duties and operate equipment.
• Strong time management skills to complete tasks efficiently.
• Excellent communication skills for interaction with guests and colleagues.

• Opportunity to work in a dynamic and supportive team environment.
• Chance to develop your skills and career in hospitality.
• Competitive compensation package.

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The Guest Operations Supervisor ensures seamless, compliant, and data-driven guest experiences from booking confirmation through departure. This role leads and oversees four key frontline teams—Guest Relations Officers (GROs), GRO & Housekeeping Coordinators, Guest Relations Admins, and Keys/Cards Admins—guaranteeing smooth arrivals, high-quality stays, and adherence to all regulatory and brand standards.

• Lead end-to-end team management, including recruitment, onboarding, and training.
• Maintain and update the master GRO checklist, conducting quarterly training refreshers.
• Monitor real-time task completion via PMS and Breezeway; intervene on missed SLAs and escalated guest concerns.
• Conduct monthly shadowing sessions and quality audits; assess GRO performance in punctuality, appearance, communication, and task accuracy.

• Create daily rosters for GROs and housekeeping, optimizing for efficiency and minimizing scheduling conflicts.
• Validate that property status updates in PMS accurately reflect real-time field conditions; ensure same-day rectification.
• Forecast staffing needs 90 days in advance based on demand trends; propose resourcing or process changes accordingly.
• Serve as the central liaison for schedule changes requested by Finance, Revenue, or Property Care teams.

• Ensure timely collection of guest documents, arrival times, and security deposits ≥ 48 hours before check-in.
• Complete DTCM registration and deregistration within 8 hours of guest check-in/out, maintaining 100% compliance.
• Submit and track community registration documentation within SLA; escalate unresolved issues promptly.
• Digitally file all guest documents; tag any compliance exceptions for further review (e.g., PEP or sanctioned entity matches).

• Manage creation, labeling, and logging of all keys, cards, and smart-lock credentials; maintain recovery rate >98%.
• Reconcile physical and digital key inventories weekly; flag discrepancies to Finance for deposit actions.
• Authorize lost-key charges up to AED 500; escalate higher-value issues per policy.

• Maintain the live SOP repository across guest operations (arrival, departure, DTCM, AML/KYC, etc.); update within 5 business days of any change.
• Lead monthly cross-functional risk reviews; track issues, fines, or complaints; maintain action logs and follow up to closure.
• Support automation and digital transformation initiatives, measuring impact on efficiency and compliance.

• Produce and circulate a weekly Guest Operations Scorecard, covering metrics such as CSAT, SLA adherence, documentation compliance, and keyhandling errors.
• Present quarterly performance deep-dives to senior management, including trend analysis and efficiency ratios.
• Maintain an up-to-date compliance risk register with identified risks and mitigation strategies; review bi-weekly with the Guest Support Center Manager.

• Bachelor's degree in Hospitality, Business Administration, or related field.
• 5+ years of experience in guest operations or front-office roles, with at least 2 years in a supervisory capacity.
• Strong knowledge of property management systems (e.g., PMS, Breezeway), DTCM regulations, and compliance procedures.
• Proven leadership skills and ability to manage cross-functional teams.
• Excellent organizational, communication, and analytical skills.
• Attention to detail and process orientation.

Role Description

This is an on-site internship role located in Dubai for a Guest Relations Intern at McFill Media. The Guest Relations Intern will be responsible for maintaining a welcoming atmosphere at all times and providing an exceptional experience for guests, performing client coordination and managing communication across departments, maintaining effective relationships with clients, collaborating with the team, and supporting the day-to-day operations and administrative tasks in the magazine.

Qualifications

• Bachelor's degree or currently pursuing in Public Relations, Hospitality, Communication, Marketing, or a related field
• Excellent verbal and written communication skills with fluency in English; Arabic language skills will be an added advantage but not mandatory
• Strong organizational and interpersonal skills
• Good time management skills and the ability to work in a fast-paced environment with shifting priorities
• Ability to work effectively and collaboratively as part of a team and independently as needed, while maintaining a positive attitude at all times
• Immediate availability to work on-site in Dubai for a minimum of 6 months
• Passion for the creative and luxury industry and an interest in media and journalism

Position: Guest Relations Officer

Responsibilities:

• Ensure exceptional guest service by welcoming guests, assisting with check-in, and promoting hotel facilities.
• Manage VIP services, handle complaints, and maintain guest history.
• Address guest inquiries and provide information to enhance their experience.
• Oversee guest relations to maximize satisfaction and maintain communication with staff and guests.
• Engage customers, resolve inquiries, and conduct surveys to support sales.
• Lead the Guest Relations team, ensuring operational excellence and team training.
• Responsible for managing guest queries and ensuring high customer service standards.
• Assist in managing guest service operations and planning for online engagement.

Requirements:

• Strong communication skills and a customer service-oriented mindset.
• Relevant experience in hospitality, particularly in guest relations.
• Fluency in English.
• Professional attitude and grooming standards.

This role requires a focus on building lasting relationships with guests and ensuring satisfaction through effective communication.