Receptionist

About the Role

One&Only Resorts is seeking a Receptionist for One&Only Royal Mirage Resort in Dubai. The role sits at the heart of the guest journey and focuses on delivering a refined, welcoming, and highly personalized front desk experience. The position supports the resort’s commitment to creating memorable stays through attentiveness, precision, warmth, and strong service standards.

In this role, you will manage a wide range of front office activities, including arrivals, departures, guest information, transfers, reservations support, cashiering, night reception duties, and related guest services. You will be expected to anticipate guest needs, respond quickly and thoughtfully to requests, and maintain a polished, courteous presence at all times.

The resort values service that is proactive, discreet, and guest-focused, with an emphasis on building lasting relationships and ensuring every interaction reflects the brand’s standards.

Key Duties and Accountabilities

• Follow resort policies, procedures, and directions from the Team Leader.
• Arrive on time and maintain the required uniform and grooming presentation.
• Participate in daily briefings led by supervisory or management staff.
• Use and handle office and duty-related equipment correctly to complete assigned tasks.
• Keep the reception area and work station neat, organized, and presentable.
• File registration and departure cards properly in the designated records.
• Support the night audit process during overnight shifts and prepare operational reports for management.
• Ensure important handover details are passed accurately to the incoming shift.
• Operate the resort PMS confidently for check-in and check-out procedures within standard time limits.
• Issue room keys in line with security protocols to protect guests and colleagues.
• Handle walk-in bookings, DCC processes, and upselling activities after appropriate training.
• Process guest arrivals, departures, and on-property requests according to resort standards.
• Review high-balance and trace reports, downtime reports, and related front office documents.
• Support City Ledger closure, rebates, and other finance-related tasks after training.
• Assist guests throughout their stay with a warm, personalized approach.
• Route guest requests and reservation follow-ups to the call center and ensure feedback reaches the guest.
• Maintain strong awareness of resort promotions, events, activities, local attractions, and basic concierge information.
• Handle currency exchange and related transactions in line with resort rules.
• Ensure daily revenue transactions are completed according to policy.
• Be prepared to follow life-safety, fire, and emergency procedures when required.
• Attend departmental training sessions and take on additional related tasks as assigned.
• Protect guest information and maintain strict confidentiality at all times.
• Coordinate effectively with other guest service departments to support guest satisfaction.
• Understand resort accommodation types, available preferences, and corresponding rates.
• Contribute toward department objectives and quality documentation requirements.
• Support KPI achievement and audit compliance across the department.
• Respond to concierge, restaurant, activity, and experience-related queries.

Skills, Experience, and Education

• A levels successfully completed.
• Diploma in Hotel Management is preferred.
• At least 2 years of experience in a call center within a recognized resort or hotel.
• Fluent English communication skills.
• Experience with Opera PMS, Microsoft Office, SevenRooms, Guest Messaging Hub, and Alice is advantageous.
• Strong verbal and written communication abilities.
• Customer-first mindset with a genuine interest in service work.
• Excellent guest handling and interpersonal skills.
• Solid business communication skills.
• Ability to stay composed under pressure and respond quickly and effectively.
• Analytical thinking with the ability to identify practical solutions promptly.
• Flexibility to work varying shifts and additional overtime when needed.

Work Environment and Additional Expectations

The resort expects team members to embody a gracious, detail-oriented, and emotionally intelligent service style. This role is well suited to someone who enjoys a fast-paced hospitality environment, values teamwork, and is committed to delivering exceptional guest experiences. The position may require shift-based work, including overnight duties, and additional hours when operational needs require it.

Confidentiality, professional presentation, and adherence to service and safety standards are essential throughout the role.

Brand Philosophy

The organization places strong emphasis on creating joy, anticipating guest needs, and delivering experiences that feel personal, memorable, and extraordinary. Team members are encouraged to be proactive, imaginative, generous in spirit, and focused on exceeding expectations in every interaction.