Guest Service Assistant- Front Office

Job PurposeThe Guest Services Assistant is responsible for delivering courteous, professional, and personalized service throughout the guest journey. The role serves as a key point of contact for guests, anticipating their needs, responding to enquiries and requests, and ensuring a welcoming and memorable hotel experience.The Guest Services Assistant also supports Concierge functions and assists the Hotel Excellence and Guest Experience Manager with day-to-day operations, while maintaining a thorough understanding of the hotel’s standards, policies, procedures, facilities, and services.Main ResponsibilitiesMaintain regular and professional contact with guests, acting as a hotel ambassador by warmly welcoming, engaging, and assisting guests in the lobby and other guest areas.Maintain comprehensive knowledge of hotel room types and amenities, room layouts, rates, restaurants and outlets, operating hours, menus, facilities, services, and other guest offerings.Be fully conversant with the Front Office system, including OPERA PMS or the applicable hotel management system, and its day-to-day operation.Respond to guest email enquiries accurately, professionally, and within the required timeframe.Provide guests with accurate directions and information relating to LEGOLAND, Dubai Parks and Resorts, local attractions, dining, shopping, entertainment, and other places of interest.Recommend suitable travel arrangements and assist guests with restaurant reservations and other Concierge-related requests.Maintain up-to-date knowledge of hotel activities, promotions, entertainment, conferences, events, and other in-house activities.Support the hotel’s one-stop service for internal calls and guest enquiries, including room assignments and guest email correspondence.Maintain awareness of daily arrivals and departures, with particular attention to VIP guests and guests requiring special arrangements.Inspect rooms allocated to VIP guests, as required, to ensure special requests and arrangements have been completed, including amenities, fruit arrangements, and special-occasion setups.Handle guest requests, concerns, and complaints professionally and coordinate with the relevant departments to ensure timely follow-up and resolution.Conduct courtesy and follow-up calls, where required, to ensure guest requests have been addressed and to support the highest level of guest satisfaction.Understand and consistently follow the hotel’s Lost and Found procedures.Print and issue park tickets based on guests’ booking details, length of stay, number of guests, park preferences, and applicable eligibility requirements, ensuring accuracy at all times.Support Concierge duties and other Guest Experience activities as required.Perform any other reasonable duties assigned by the Hotel Excellence and Guest Experience Manager in support of hotel operations and the guest experience.Health & SafetyThe Guest Services Assistant is responsible for taking reasonable care of their own health and safety and that of others who may be affected by their work activities.The role is required to cooperate with and support LEGOLAND Dubai Management in fulfilling the business’s health and safety responsibilities by:Following all reasonable health and safety instructions.Promptly reporting hazards, unsafe conditions, incidents, or deficiencies in health and safety arrangements.Using equipment only in accordance with the training and instructions provided.Correctly using all safety equipment and measures provided.Not interfering with or misusing anything provided for health, safety, or welfare purposes.Complying with applicable hotel and company health and safety policies and procedures.Qualifications, Experience & SkillsHigh school diploma or equivalent qualification/experience required.1–3 years of experience in Hotel Front Office, Front Desk, Concierge, or Guest Relations is preferred.Previous experience using OPERA PMS or an equivalent hotel property management system is preferred.Strong command of spoken and written English; additional languages are an advantage.Excellent customer service and guest engagement skills, with the ability to maintain a professional and welcoming demeanor.Strong verbal and written communication skills.Strong interpersonal, problem-solving, and conflict-resolution skills, with the ability to handle guest concerns professionally.Ability to work collaboratively with different hotel departments to resolve guest requests and deliver a seamless guest experience.Good attention to detail and the ability to manage multiple guest enquiries and operational requirements simultaneously.Ability to stand for extended periods as required by the role.Flexibility to work shifts, including evenings, nights, weekends, and public holidays, according to operational requirements.