Guest Services Officer UAE

Role overview

This position sits within Workplace Experience and reports to the Hospitality and Events Manager. The job is centered on running the main office reception areas at HSBC Tower in DIFC, including the Ground floor and Levels 5, 15, and 20. The successful person will represent HSBC at the front line for visitors, clients, and customers, while ensuring every interaction is smooth, professional, and welcoming. A key part of the role is supporting senior client meetings and helping create a polished visitor journey for both external guests and internal teams.

What you will do

• Deliver a polished and consistent visitor journey from arrival to departure across all reception points.
• Handle front desk operations such as greeting guests, registering visitors, managing access procedures, and guiding people efficiently.
• Set up and support senior client meetings by preparing meeting spaces and hospitality arrangements to the expected standard.
• Serve as the link between visiting clients and internal stakeholders to keep hosting smooth and timely.
• Maintain a high level of professionalism in appearance, conduct, and brand representation at all times.
• Work to scheduled office hours and shift patterns, with strong punctuality and time discipline.
• Answer incoming calls quickly, politely, and professionally.
• Follow the required dress code, including black abaya and sheila.
• Issue visitor registrations and access passes for tenants and HSBC guests, and coordinate parking where needed.
• Support tenant requests through the Tower Reception mailbox, including luggage storage arrangements and facilities-related work orders.
• Offer refreshments to clients and customers where appropriate, especially on Levels 5 and 20.
• Monitor the HSBC Tower Reception inbox and make sure queries are acknowledged and actioned within the same working day.
• Support reception colleagues in providing excellent service to both internal and external customers, including issue escalation when needed.
• Look for practical ways to improve service quality and the overall visitor experience.
• Take part in team huddles, one-to-ones, Exchanges, and on-the-job learning to grow capability and broaden responsibilities.
• Collaborate closely with the reception team, JLL, and Security so everyone stays informed of changes and service standards remain high.
• Work alongside Security at Reception and provide cover or assistance whenever required.

Requirements

• A bachelor’s degree is required to obtain a UAE visa and work permit.
• If the degree was earned outside the UAE, the candidate must have up-to-date attestation and equivalency documents under UAE higher education recognition requirements.
• Prior experience in guest services, front-of-house work, hospitality, or corporate reception.
• Background in client service, workplace operations, facilities coordination, or operational support.
• Experience working with vendors or service partners is useful.
• Strong communication and outreach ability, including writing and public-facing communication.
• Clear verbal and written communication skills, with the ability to present ideas well.
• Creative mindset and a collaborative, team-oriented approach.
• Ability to maintain professionalism, manage priorities, and coordinate across multiple stakeholders.

Additional information

HSBC notes that flexible and alternative working arrangements may be available where possible, including working from home and varied hours, subject to approval. The bank also states its commitment to an inclusive workplace that values people, encourages respect, supports continuous learning, and provides opportunities for career growth. Personal data used in connection with employment applications will be handled according to HSBC’s Privacy Statement. This notice is issued by The Hong Kong and Shanghai Banking Corporation Limited.