Guest Services Assistant

4 weeks ago

Dubai, United Arab Emirates JUMEIRAH Full time


About theJob:

An exciting opportunityhas arisen for an experienced Guest ServicesAssistant to join the team in JumeirahEmirates Towers. The main purpose of this role is tobe responsible for the speedy and courteous answering of theincoming calls both internal and external in a warm and friendlytone and providing smooth and efficient operation and maintainprofessional handling of the telecommunication operation. Your keyresponsibilities will include:

  • At all times sounds pleased to handlethe call and take care to speak distinctly with a pleasant tone ofvoice
  • Maintains the privacy of all guests byensuring that we follow the General Data Protection Regulation(GDPR)
  • Follow the PCI (Payment Card Industry)policy and procedure
  • Follow FRAUD PREVENTIONpolicy and procedure
  • Reads the logbook to getall the information needed and take verbal handover from thepreceding Operators on duty.
  • Checks the e-mailfor important messages.
  • Checks all theinstruments in the department, all the PC consoles, Opera, and allthe stationery in the department aswell.
  • Checks the DND sheet and do the requiredprocedures accordingly.
  • Reads the whiteboardand the notice board for further information such as, who is themanager on duty, HK, Engineering, duty mobile,etc.
  • Checks the fax machine and the status ofthe paper.
  • Updates the white board by thefollowing information with required operationalinformation.
  • Print out emergency reports forhotel every 5AM, 11AM and 5PM hours, and save every 12AM, 8AM,12PM, 4PM and 08PM.
  • Gives a proper handover tothe following shift.
  • Assist withcallers’ request or pass it on to the concerneddepartment/room number
  • Handle all incoming andoutgoing faxes for guests/departments.
  • Handlemessages for in-house and expected guests.
  • Ensure that all requests are handled in atimely manner and to follow up with the guest ensuring satisfactionin service provided HotSOS
  • Escalate anyexpression of the guest satisfaction to the senior colleague onduty immediately and raise R4.
  • Ensure all wakecalls are correctly written in the HotSOSreport.
  • Ensure all wake calls are given on timeand written in a clear readable handwriting
  • Clear all doubts and cross check all wake upcalls before leaving the shift.
  • Handle shiftresponsibilities in the absence of a Teamleader.
  • Update hotel extension listregularly.
  • Maintain discipline and a low toneof voice in the department to avoid backgroundnoise
  • Maintain grooming as per thecompany’s grooming standards
  • Assistnew colleagues with the day-to-day operations.
  • Assist in generating revenue by using thetechniques of up-selling and suggestiveselling.
  • Have high product knowledge aboutJumeirah Hotels &Resorts.(JCH)



AboutYou:

  • Min 01year Hotel Experience in Front Office.
  • BasicComputer Knowledge, i.e. Internet, Outlook.
  • PMS- Opera
  • Accustomed to handling customercomplaints
  • Able to communicate effectively andto respond well (switched on) to questions andrequests
  • Wellgroomed/presented
  • Enthusiastic andeager
  • Portrays selfconfidence
  • Well versed spoken and writtenEnglish, assertive communicationstyle



DESIRED

  • Additional Language: Arabic, Russian,Chinese or European language

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