Roles and responsibilities
An opportunity has arisen for a Guest Services Executive to join our Front Office team at Jumeirah Marsa Al Arab. The main duties and responsibilities of this role:
- Assisting in pre-registration, check in, check out activities or extended stay requests. Manage group bookings following brand standards.
- Courteously answer all incoming phone calls in a professional and friendly manner.
- Answer all email queries in a professional manner, following standard turnaround time and email etiquettes.
- Accurately and professionally communicate rates associated with facilities, products, and services from respective domain and utilize suggestive selling techniques, demonstrate advantages, and create value for our guests.
- Maintain knowledge in all aspects of facilities, products, and services, associated program, and reservations for respective domain.
- Always maintain a friendly, cheerful, and courteous demeanor while providing personalized service to guests and frequent traveler.
- Greet and serve guests in person or by phone and assist them with bookings and enquiries.
- Greet and serve guests while arriving or departing, provide orientation to facilities etc.
- Managing payments via cash, credit, or debit cards.
About you:
The ideal candidate for this position will have the following experience and qualifications:
- 3 years of experience within the international luxury hospitality industry of Dubai.
- Any additional language will be considered as a plus (Russian/Arabic/French/Spanish/Italian/Mandarin).
- Experience working in a multi-cultural environment.
Desired candidate profile
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Interpersonal Skills: Building rapport and establishing a friendly connection with guests.
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Communication: Effectively conveying information, listening actively, and addressing guest inquiries or concerns.
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Problem-Solving: Quickly and effectively resolving issues to ensure guest satisfaction.
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Attention to Detail: Noticing and remembering guest preferences, requests, and feedback.
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Empathy: Understanding and addressing the feelings and needs of guests.
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Cultural Awareness: Being sensitive to and respectful of diverse backgrounds and preferences.
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Adaptability: Adjusting to changing situations and guest demands.
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Team Collaboration: Working with other staff members to provide seamless service.
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Time Management: Efficiently managing tasks to enhance the guest experience without delays.
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Product Knowledge: Familiarity with services, amenities, and offerings to provide informed recommendations.
Best Practices
- Welcome Guests Warmly: A friendly greeting sets a positive tone for the interaction.
- Anticipate Needs: Try to foresee what guests might need before they have to ask.
- Follow Up: Check in with guests after service to ensure they are satisfied.
- Handle Complaints Gracefully: Listen to concerns without interruption and offer solutions.
- Personalize Service: Tailor experiences based on individual guest preferences when possible.