About the Role: Responsibilities, Skills, and Requirements
Introduction
Are you someone who thrives on making guests feel truly welcome—from the very first hello to the moment they check out? As a Customer Service Representative at our well-established hotel in Deira, Dubai, you’ll have the chance to be the heartbeat of our guest’s experience. In a city that never settles for less than excellence, your warm smile and quick problem-solving could turn a good stay into an unforgettable one. If you’re already in the UAE and ready to blend hospitality with genuine care, you might just be who we’re looking for.
About the Company
Nestled in the vibrant neighborhood of Deira, our hotel has been a trusted home-away-from-home for travelers and business guests alike for years. We’re a team that believes true hospitality is about more than crisp linens and polished lobbies—it’s about the moments of connection we create with every guest. Friday afternoons often find us sharing coffee and laughs in our staff lounge, catching up on the week’s highlights. Growth here isn’t just a promise; it’s woven into our daily interactions, with junior team members encouraged to bring fresh ideas—even if it’s just a recommendation for the perfect local shawarma!
What You’ll Be Doing
- Greeting guests upon arrival and ensuring all check-in/check-out processes flow smoothly.
- Handling guest inquiries—whether at the desk, on the phone, or via email—with patience and sincere attention.
- Managing individual and group bookings, making adjustments when necessary and ensuring accuracy.
- Coordinating with housekeeping, maintenance, and other hotel departments to meet guest needs quickly and efficiently.
- Proactively resolving guest concerns or complaints, always aiming for a positive outcome.
- Maintaining updated knowledge of hotel services, local attractions, and any ongoing promotions.
- Assisting with administrative tasks and supporting the front office team wherever needed.
What You’ll Bring
Must-Haves:
- Currently residing inside the UAE and available for an in-person interview.
- Previous experience in a customer-facing role, ideally within a hotel or hospitality setting.
- Clear, friendly communication skills in English (additional languages a bonus).
- Ability to remain calm and professional, even in busy or challenging situations.
- Basic computer proficiency (booking systems, email, etc.), and a willingness to pick up new tools quickly.
- A genuine desire to delight and help others—smiles are contagious here!
Nice-to-Haves:
- Familiarity with hotel reservation and property management systems.
- Additional language skills, especially Arabic or Russian.
- Experience coordinating with multiple departments or handling high-volume periods.
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salary (AED 3,000 – 4,500) with regular reviews.
- Visa sponsorship and comprehensive health insurance.
- Free accommodation and transportation provided, making city life a bit easier.
- Warm, supportive team culture—your ideas matter and your growth is our priority.
- Exposure to guests and colleagues from around the world—no two shifts are ever the same.
- Ongoing training and development—you’re never just “stuck behind the desk.”
We believe in taking care of those who take care of our guests—offering more than just a job, but a community you’ll be glad to join. If you’re ready to start each day with purpose and heart, you’ll fit right in.
Common Interview Questions and Tips
To help you prepare and feel confident, here are some questions you might encounter during the interview process for this role.
- Can you walk me through your approach to greeting guests at check-in and how you make their arrival memorable?
- Tell us about a time you had to handle a complicated booking or adjust group reservations on short notice. What steps did you take to ensure accuracy and guest satisfaction?
- How do you typically manage guest complaints or concerns—especially when guests are upset? Can you share an example from your previous experience?
- What booking or property management systems have you worked with before, and how comfortable are you learning new software?
- Describe how you stay organized and attentive when juggling multiple tasks at a busy front desk, especially during peak hours.
- When coordinating with housekeeping or maintenance to resolve a guest’s request, how do you ensure quick and effective follow-up?
- Tell me about a situation where you needed to assist a guest in a language you’re less fluent in. How did you manage the conversation?
- If you noticed an opportunity to improve a process at the front desk, how would you bring it up to your team or supervisor?
- How do you keep your knowledge up-to-date about hotel services, local attractions, and promotions to better assist guests?
- What motivates you to provide excellent customer service, even when dealing with difficult or repetitive situations?
- Our team values open communication and lighthearted moments. Can you share how you contribute to a positive and inclusive work environment?
- How do you handle situations where you need to collaborate with colleagues from diverse backgrounds or different departments?
- What attracted you to join a hotel that emphasizes both guest connection and staff growth, and how do you envision yourself thriving within our culture?