Guest Service Officer - Hotel Telecommunications
Posted date [2026-08-23]
(ID: 50014)
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For more than half a century, Accor has been continuously reinventing the hospitality business by making daring moves and challenging the status quo. Innovation, adaptability, and resilience are part of our DNA. Hand in hand with our partners, owners and all stakeholders, we anticipate and respond to global shifts and clients’ evolving needs, fostering growth and building value while honoring our responsibility and working in harmony with our commitment to a sustainable future.... |
Job Description and Requirements
Guest Service Officer - Hotel TelecommunicationsJob Snapshot
Role: Guest Service Officer - Hotel Telecommunications
Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Front Desk-Reception
Experience: 2-5 years
Job Type: Full-time
Position Overview
Guest Service Officer - Hotel Telecommunications in Dubai, United Arab Emirates is a Hospitality opportunity for an experienced guest service professional skilled in hotel telephone operations, guest communications, room information, and service coordination. Accor is hiring a Guest Service Officer for Sofitel Dubai Downtown to manage incoming and internal calls, provide accurate hotel information, support room occupancy objectives, and ensure every guest interaction reflects the service standards of a luxury five-star property.
The role requires excellent telephone etiquette, strong English communication, awareness of hotel operations, and flexibility to work rotating shifts including nights.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Hospitality
Function: Front Desk-Reception
Salary: 4500-7000
Estimated salary range based on similar
jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Service Officer serves as an important communication link between guests and hotel departments. Because many guest experiences begin with a phone call, the role requires a polished, welcoming, and efficient approach that reflects Sofitel\'s luxury service standards from the first interaction.
The position also supports hotel operations by staying informed about room availability, occupancy, guest requirements, and internal procedures. Accurate call handling and timely communication help improve guest satisfaction, strengthen coordination between departments, and support room revenue opportunities.
Key Responsibilities
* Manage incoming, outgoing, and internal hotel calls according to established brand standards.
* Answer telephone inquiries promptly, professionally, and with an engaging service approach.
* Welcome callers with appropriate greetings and maintain a polished tone throughout every interaction.
* Assist hotel guests with information, requests, directions, and general inquiries.
* Route calls accurately to the appropriate room, department, or hotel colleague.
* Handle communications from guests inside the hotel as well as external callers.
* Maintain awareness of current room availability, occupancy levels, and hotel operational conditions.
* Support efforts to maximize hotel occupancy by providing accurate room-related information when applicable.
* Communicate guest requests promptly to the relevant operational department.
* Follow up where necessary to ensure requests are acknowledged and resolved.
* Maintain current knowledge of hotel services, facilities, restaurants, operating hours, and guest amenities.
* Provide accurate information regarding the hotel and surrounding services when requested.
* Record and relay guest messages clearly and correctly.
* Protect guest privacy and confidential hotel information during all communications.
* Follow established procedures for wake-up calls, emergency communications, and other telephone services where assigned.
* Remain familiar with hotel security, fire, emergency, and safety procedures.
* Respond appropriately to urgent situations according to established hotel protocols.
* Coordinate with Front Office, Housekeeping, Concierge, Security, Engineering, Food and Beverage, and other departments when guest requests require assistance.
* Maintain a calm and courteous approach during high call volumes or demanding guest situations.
* Report technical telephone or communication issues to the appropriate department.
* Support smooth communication between operational teams during each shift.
* Maintain professional grooming and conduct in accordance with luxury hotel standards.
* Work flexible rotating schedules, including evening and night shifts, according to operational needs.
Ideal Profile
* Diploma or degree in vocational Hospitality, Rooms Division, or a related field.
* 2-5 years of relevant experience depending on educational and professional background.
* Previous experience in hotel guest service, telephone operations, Front Office, reservations, or a related Hospitality role is advantageous.
* Fluent English communication skills.
* Knowledge of an additional language is an advantage.
* Strong telephone etiquette and professional verbal communication.
* Able to communicate comfortably with international guests.
* Calm, courteous, and service-focused when handling guest requests or complaints.
* Good understanding of hotel departments and operational workflows.
* Strong attention to accuracy when transferring calls, recording messages, or providing hotel information.
* Able to work effectively in a fast-paced luxury hotel environment.
* Flexible regarding shift rotations, including night shifts.
* Strong awareness of guest confidentiality, hotel security, and emergency procedures.
* Team-oriented approach with the ability to coordinate smoothly across multiple departments.
Skills Set
* Hotel telecommunications
* Telephone operations
* Guest service
* Front Desk-Reception
* Call handling
* Internal call management
* External call management
* Telephone etiquette
* Guest communication
* Message handling
* Call transfer
* Guest request coordination
* Hotel information services
* Rooms Division
* Room availability awareness
* Occupancy awareness
* Luxury hotel service
* Front Office coordination
* Housekeeping coordination
* Concierge coordination
* Security coordination
* Emergency communication
* Fire safety procedures
* Guest confidentiality
* Multilingual communication
* Shift operations
* Night shift operations
* Service recovery
* Hospitality operations
Why Join Us
This position provides an opportunity to develop guest service experience within one of Downtown Dubai\'s prominent five-star hotels. Working at the center of hotel communications gives the Guest Service Officer exposure to Front Office operations, Rooms Division, guest relations, reservations, safety procedures, and coordination across multiple hotel departments.
For professionals pursuing a long-term Hospitality career in Dubai, the role offers valuable experience in luxury guest communication and operational service delivery while working within Accor\'s international hotel network.
About the Company
Accor is a global hospitality group with a diverse portfolio of hotels and brands across international destinations. Sofitel Dubai Downtown is a five-star luxury hotel located in central Dubai near The Dubai Mall and City Walk, combining French-inspired hospitality with contemporary design, upscale accommodation, restaurants, bars, leisure facilities, and panoramic views across the Dubai skyline and Arabian Gulf.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Guest Service Officer serves as an important communication link between guests and hotel departments. Because many guest experiences begin with a phone call, the role requires a polished, welcoming, and efficient approach that reflects Sofitel\'s luxury service standards from the first interaction.
The position also supports hotel operations by staying informed about room availability, occupancy, guest requirements, and internal procedures. Accurate call handling and timely communication help improve guest satisfaction, strengthen coordination between departments, and support room revenue opportunities.
Key Responsibilities
* Manage incoming, outgoing, and internal hotel calls according to established brand standards.
* Answer telephone inquiries promptly, professionally, and with an engaging service approach.
* Welcome callers with appropriate greetings and maintain a polished tone throughout every interaction.
* Assist hotel guests with information, requests, directions, and general inquiries.
* Route calls accurately to the appropriate room, department, or hotel colleague.
* Handle communications from guests inside the hotel as well as external callers.
* Maintain awareness of current room availability, occupancy levels, and hotel operational conditions.
* Support efforts to maximize hotel occupancy by providing accurate room-related information when applicable.
* Communicate guest requests promptly to the relevant operational department.
* Follow up where necessary to ensure requests are acknowledged and resolved.
* Maintain current knowledge of hotel services, facilities, restaurants, operating hours, and guest amenities.
* Provide accurate information regarding the hotel and surrounding services when requested.
* Record and relay guest messages clearly and correctly.
* Protect guest privacy and confidential hotel information during all communications.
* Follow established procedures for wake-up calls, emergency communications, and other telephone services where assigned.
* Remain familiar with hotel security, fire, emergency, and safety procedures.
* Respond appropriately to urgent situations according to established hotel protocols.
* Coordinate with Front Office, Housekeeping, Concierge, Security, Engineering, Food and Beverage, and other departments when guest requests require assistance.
* Maintain a calm and courteous approach during high call volumes or demanding guest situations.
* Report technical telephone or communication issues to the appropriate department.
* Support smooth communication between operational teams during each shift.
* Maintain professional grooming and conduct in accordance with luxury hotel standards.
* Work flexible rotating schedules, including evening and night shifts, according to operational needs.
Ideal Profile
* Diploma or degree in vocational Hospitality, Rooms Division, or a related field.
* 2-5 years of relevant experience depending on educational and professional background.
* Previous experience in hotel guest service, telephone operations, Front Office, reservations, or a related Hospitality role is advantageous.
* Fluent English communication skills.
* Knowledge of an additional language is an advantage.
* Strong telephone etiquette and professional verbal communication.
* Able to communicate comfortably with international guests.
* Calm, courteous, and service-focused when handling guest requests or complaints.
* Good understanding of hotel departments and operational workflows.
* Strong attention to accuracy when transferring calls, recording messages, or providing hotel information.
* Able to work effectively in a fast-paced luxury hotel environment.
* Flexible regarding shift rotations, including night shifts.
* Strong awareness of guest confidentiality, hotel security, and emergency procedures.
* Team-oriented approach with the ability to coordinate smoothly across multiple departments.
Skills Set
* Hotel telecommunications
* Telephone operations
* Guest service
* Front Desk-Reception
* Call handling
* Internal call management
* External call management
* Telephone etiquette
* Guest communication
* Message handling
* Call transfer
* Guest request coordination
* Hotel information services
* Rooms Division
* Room availability awareness
* Occupancy awareness
* Luxury hotel service
* Front Office coordination
* Housekeeping coordination
* Concierge coordination
* Security coordination
* Emergency communication
* Fire safety procedures
* Guest confidentiality
* Multilingual communication
* Shift operations
* Night shift operations
* Service recovery
* Hospitality operations
Why Join Us
This position provides an opportunity to develop guest service experience within one of Downtown Dubai\'s prominent five-star hotels. Working at the center of hotel communications gives the Guest Service Officer exposure to Front Office operations, Rooms Division, guest relations, reservations, safety procedures, and coordination across multiple hotel departments.
For professionals pursuing a long-term Hospitality career in Dubai, the role offers valuable experience in luxury guest communication and operational service delivery while working within Accor\'s international hotel network.
About the Company
Accor is a global hospitality group with a diverse portfolio of hotels and brands across international destinations. Sofitel Dubai Downtown is a five-star luxury hotel located in central Dubai near The Dubai Mall and City Walk, combining French-inspired hospitality with contemporary design, upscale accommodation, restaurants, bars, leisure facilities, and panoramic views across the Dubai skyline and Arabian Gulf.
