Guest Services Officer UAE

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The role of Guest Services Officer reports to Workplace Experience, Hospitality and Events Manager and key responsibilities are to manage the primary office site, DIFC Office, HSBC Tower Reception desk (Ground, Level 5, Level 15 and Level 20) acting as the face of HSBC to a range of external clients and customers. The role holder will focus on providing professional and seamless visitor experience and facilitate senior client meetings between regular customers and internal staff members.

Duties & Responsibilities:

• Deliver a professional, consistent and seamless end-to-end visitor experience across all reception points.
• Manage reception desk activities, including greeting, registration, access/visitor protocols, and directing visitors efficiently.
• Coordinate and facilitate senior client meetings, ensuring meeting rooms and hospitality requirements are prepared to standard.
• Act as a liaison between visiting clients and internal stakeholders to support smooth engagement and timely hosting.
• Maintain a high standard of presentation, service etiquette and brand representation always.
• Demonstrate strong timekeeping and adhere to agreed office hours and shift schedules.
• Handle all incoming calls promptly, professionally, and courteously.
• Maintain a consistently professional appearance in line with the required attire (black abaya and sheila).
• Register visitors and arrange access passes for tenants and HSBC visitors, including parking coordination where applicable.
• Support tenant requests via the Tower Reception mailbox, including luggage storage coordination and facilities-related work orders.
• Where appropriate, ensure clients and customers are offered refreshments on Levels 5 and 20.
• Manage the HSBC Tower Reception email inbox and ensure queries are acknowledged and actioned within the working day.
• Ensure Reception colleagues deliver consistently excellent customer service to internal and external clients and support them in handling and escalating issues appropriately.
• Proactively identify and implement opportunities to improve customer service and the visitor experience.
• Foster a positive, motivated team environment through attending regular huddles, 1:1s, “Exchanges”, and on-the-job learning opportunities to broaden capability and remit.
• Work closely with the reception team, JLL, and Security—keeping stakeholders engaged and informed of changes to ensure a consistently high standard of service.
• Work seamlessly with Security colleagues at Reception, sharing duties and providing cover when required.

  Experience & Qualifications:

• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE)
• Experience in Guest services / front-of-house / hospitality / corporate reception
• Client servicing, facilities coordination, workplace experience, or operations support
• Vendor/service partner coordination roles
• Success in communications and outreach (writing and PR).
• Excellent verbal and written communicator and presenter, creative thinker and team player. 

For further details and application information please visit our careers site, searching for reference number 57258.

Office-based operational role requiring daily reception coverage and adherence to fixed shift timings.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited