Guest Service Assistant- Front Office

Role purpose

Guest service and Front Office duties

• Welcome and assist guests in the lobby and other guest areas; maintain knowledge of rooms, amenities, rates, facilities, and services.
• Use OPERA PMS or the applicable hotel management system and respond to guest emails accurately and promptly.
• Provide directions and information about LEGOLAND, Dubai Parks and Resorts, local attractions, dining, shopping, and entertainment.
• Recommend travel arrangements and assist with restaurant reservations and Concierge requests.
• Stay informed about hotel activities, promotions, entertainment, conferences, and events.
• Support internal calls and guest enquiries, room assignments, and guest email correspondence.
• Monitor arrivals and departures, paying particular attention to VIP guests and special arrangements.
• Inspect VIP rooms when required to check amenities, fruit arrangements, and special-occasion setups.
• Handle concerns and complaints, coordinate with departments, and conduct follow-up calls when required.
• Follow Lost and Found procedures and issue park tickets accurately according to booking details and eligibility.
• Support other Guest Experience and Concierge duties as required.

Qualifications and experience

• High school diploma or equivalent qualification or experience is required.
• One to three years of Front Office, Front Desk, Concierge, or Guest Relations experience is preferred.
• OPERA PMS or equivalent hotel property management system experience is preferred.
• Strong spoken and written English is required; additional languages are an advantage.
• Customer service, communication, interpersonal, problem-solving, and conflict-resolution skills are needed.
• Ability to work collaboratively, manage multiple enquiries, and maintain attention to detail.
• Ability to stand for extended periods and work shifts, including evenings, nights, weekends, and public holidays.

Health and safety

• Take reasonable care of personal health and safety and that of others affected by work activities.
• Follow health and safety instructions and company policies; report hazards, unsafe conditions, incidents, or deficiencies promptly.
• Use equipment and safety measures according to training and instructions, and do not misuse safety or welfare provisions.