Guest Services Manager

4 weeks ago


Dubai, United Arab Emirates JUMEIRAH Full time



About theJob:

An opportunity has arisenfor a Guest Services Manager to joinour Concierge Team at Jumeirah Marsa Al Arab. The main duties andresponsibilities of this role:

  • Oversee the operation of luggage andparcel deliveries during check-in, check-out, and throughout theguests' stay, ensuring timely handling in accordance withbrand standards.
  • Ensure that long-term storageitems are correctly documented, recorded, and accounted for,maintaining organized and impeccable storagerooms.
  • Ensure all guests and visitors areescorted to their rooms or outlet venues, providing a warm welcomeand maintaining brand standards.
  • Coordinatewith the front desk and concierge to facilitate seamless guestarrivals and departures.
  • Maintain the driveway,porte cochere, and all guest-facing areas related to guest servicesin impeccable condition, ensuring a positive firstimpression.
  • Ensure that concierge and guestservices storage rooms are organized and in excellentcondition.
  • Coordinate with the concierge andtransportation management to ensure flawless execution of servicesrelated to the driveway and porte cochere guestexperience.
  • Liaise with security management toaddress any risks or suspicious activities promptly andeffectively.
  • Use HotSOS to dispatch requestsand jobs to the appropriate departmental colleagues, ensuringtimely delivery and follow-up.
  • Ensurecompliance with all E Butler and E-Concierge related targets andrequests, handling them within the standard timeframe.
  • Maintain up-to-date knowledge of hoteland area events and activities to provide accurate and promptinformation to guests.
  • Handle guest complaintsand resolve problems efficiently, communicating unresolved issuesto the Manager on Duty.
  • Support the front ofhouse operation as needed, addressing all issues and situations tothe Head Concierge.
  • Respond calmly andeffectively to emergency situations, following hotelguidelines.
  • Ensure all colleagues are aware ofand comply with the hotel’s fire, safety, and emergencyprocedures.
  • Create an organized and cooperativework environment by completing shift checklists and followingthrough on responsibilities.
  • Identify processproblems and deficient areas, suggesting solutions for permanentfixes.
  • Assist in preparing the departmentalbusiness plan and review financial resultsmonthly.
  • Ensure departmental SOPs, policies,and systems are up-to-date, both locally andglobally.



Aboutyou:

The ideal candidate forthis position will have the following experience andqualifications:

  • Previous 5Star Luxury Hospitality experience in a managerial role
  • Prior work experience in Front of House,ideally in a Luggage Master / Bell supervisoryrole
  • Excellent technical and communicationskills, both in person and bytelephone.
  • Knowledge of Opera Version 5 and/orOpera Cloud (Level of expertise –Advance


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