Guest Service Officer at Conrad Dubai

Role Overview

Guest Service Officer at Conrad Dubai, a luxury hotel property of Hilton, located in Dubai.

Company Overview

Hilton is a global leader in hospitality that has welcomed more than 3 billion guests worldwide. The company operates an award-winning suite of brands and maintains a commitment to providing exceptional experiences for guests and building an exceptional workplace for team members. Hilton has earned repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune.

Role Purpose

As a Guest Service Officer, you will welcome guests with warmth and poise, provide attentive check-in and check-out service, and anticipate the thoughtful details that make each stay feel personal. You will deliver memorable experiences that spread the light and warmth of hospitality to every guest.

Key Responsibilities

Guest Arrival & Welcome

• Welcome guests with warmth and poise upon arrival.
• Complete check-in accurately and thoroughly.
• Coordinate luggage assistance to create a thoughtful first impression.

Guest Departure & Checkout

• Review charges with accuracy and discretion.
• Process payments accurately and discreetly.
• Ensure each departure leaves a lasting positive impression.

Guest Experience & Personalization

• Share knowledge of hotel facilities, room categories, dining experiences, and local attractions to personalize each guest's stay.
• Recommend room upgrades and hotel services that suit guest preferences while supporting revenue opportunities.
• Anticipate requests and respond with care and empathy.

Service Coordination & Support

• Attend to guest requests promptly.
• Handle concerns with empathy and professionalism.
• Coordinate with other departments to deliver attentive service.

Guest Records & Privacy

• Maintain accurate guest records.
• Communicate messages promptly to guests and staff.
• Protect guest privacy throughout every interaction.

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Knowledge of hotel operations, facilities, and services.
• Strong attention to detail.
• Ability to anticipate guest needs and deliver personalized service.
• Proficiency in handling payments and financial transactions discreetly.
• Ability to work collaboratively across departments.
• Passion for hospitality and commitment to core values: integrity, leadership, teamwork, ownership, and urgency.

Additional Information

Hilton offers the following benefits to eligible Team Members, with availability varying by location and terms of employment:

• Travel perks through the Go Hilton program: 110 nights of deeply discounted travel with room rates as low as $40 USD per night at Hilton hotels worldwide.
• Paid parental leave for eligible Team Members, including partners and adoptive parents.
• Crisis Concierge support offering compassionate assistance during times of loss, providing both practical support and emotional care.
• Mental health resources through the Care for All hub, including free counseling and support through the Employee Assistance Program (EAP) in many countries for eligible Team Members.