Guest Services Executive

Responsibilities
• To adhere to the department’s Standard Operating Procedures at all times
• To be aware of the departmental fire evacuation procedures
• To work together with all other Front Office and hotel employees and to fully cooperate with staff from other sections and hotel departments at all times
• To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and share strategies/ideas to address potential service shortfalls
• To attend pre-shift and post-shift briefings and be aware of all information communicated, all problems reported and all current VIP guests, hotel promotions and room rates
• To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
• To review all reservations, transportation requests and room allocations daily and to correct any mistakes before they affect a guest’s stay and also to ensure that all special requests are communicated to other departments as applicable & necessary
• To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
• To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the Front Office Manager is fully informed about all complaints/issues
• To make sure that all Guest Services working materials/equipment, areas, signage and vehicles are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification
• To work in a safe manner and to keep work related accidents and sick leave to a minimum as well as to adhere to all laws & regulations of the UAE at all times