Guest Relations Officer

Accor Group

Job Title
Guest Relations Officer Sofitel Dubai
Job Description
Guest Relations Officer Sofitel Dubai

Sofitel Dubai is looking for a Guest Relations Officer to join its Front Office team. The role is central to delivering the brand s hallmark French-inspired service, ensuring each guest enjoys a personalized and memorable stay while upholding Sofitel s standards of luxury and excellence.

Location: United Arab Emirates
Location: Dubai
Industry: Hospitality
Function: Guest Services
Gender: Any
Candidate Nationality: Any
Candidate Preferred Location: Any
Job Type: Full-time

Role Summary
The Guest Relations Officer serves as a Sofitel Ambassador, representing the brand s values and ensuring each guest receives exceptional service from arrival to departure. The role involves handling guest requests, coordinating with departments, managing guest communications, and maintaining the highest levels of professionalism and discretion.

Key Responsibilities

* Greet guests warmly and ensure all arrivals and departures are handled efficiently.
* Maintain full knowledge of hotel operations, including layout, services, and daily activities.
* Handle guest requests promptly and ensure coordination with relevant departments.
* Answer and manage internal and external calls using proper telephone etiquette.
* Monitor guest feedback and ensure any concerns are addressed swiftly and professionally.
* Maintain guest confidentiality and data privacy in all interactions.
* Record all guest requests and incidents in Opera, HotSos, and Micros systems.
* Update guest profiles, preferences, and history for future stays.
* Support the Front Office team with administrative tasks, reporting, and record-keeping.
* Assist with in-room amenities, special occasions, and VIP arrangements.
* Ensure the reception area and workstations remain clean and organized at all times.
* Promote hotel facilities and services to guests to enhance their experience.
* Collaborate with the concierge, housekeeping, and F&B departments for seamless service delivery.
* Adhere to Sofitel s standards for grooming, appearance, and guest interaction.
* Maintain awareness of hotel fire, safety, and emergency procedures.
* Follow health, safety, and environmental standards to ensure a secure work environment.

Candidate Requirements

* Bachelor s degree in Hospitality Management or a related field.
* Minimum 1 year of experience in guest services or a similar front office role within a 4- or 5-star hotel.
* Prior experience with Opera or similar property management systems is preferred.
* Excellent communication and interpersonal skills with fluency in English; additional languages such as Arabic or French are an advantage.
* Strong organizational and multitasking abilities with attention to detail.
* Professional appearance and a customer-focused attitude.
* Ability to handle guest complaints calmly and efficiently.
* Knowledge of Sofitel standards and Accor service culture is desirable.

What We Offer

* Opportunity to work with a globally renowned luxury brand.
* Dynamic and multicultural work environment.
* Comprehensive training and career development programs.
* Competitive salary and benefits.