Guest Service Executive

1 week ago

Dubai, Dubai, United Arab Emirates Dubai Holding Full time

About Jumeirah and the Hotel:

For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality market with its unwavering Stay Different brand promise.

Its award-winning destinations, including the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, and employs over 9,000 colleagues, representing over 120 nationalities.

As Jumeirah continues to expand its global portfolio and scale up its operations to the next level of growth, we remain fully committed to developing and empowering our colleagues to excel in world class environments.

Jumeirah is committed to embedding equality, diversity and inclusion in all its practices, embracing a culture that celebrates diversity.

Our lifestyle brand, Zabeel House takes inspiration from our roots – Dubai. Much like the city where it was created, we too like to push the boundaries to create innovative hotel stays. We are curators of 'what is good,' and build experiences that people want to share.

Limitless curiosity is our commitment to engage the guest in the local neighborhood through sharing our knowledge of the area with guests to inspire them to explore. Inventiveness is our commitment to engage with guests with open minds, with ingenuity, with fresh creativity and always thinking outside the box. Honesty reflects our commitment to always be genuine towards our guests; to have conversations, not interactions. Freedom relates to Zabeel House design and ambiance – we created a brand that is high on design but low on complexity and our design – led spaces are crafted to allow our guests to have the freedom to be who they want to be and stay how they want to stay. Finally, Belonging reflects how we want our guests to feel – guests who want to live like a local – even if just for a day.

Our property, Zabeel House by Jumeirah, The Greens, offers its guests 210 rooms and suites, and a co-workspace with meeting rooms. For those inclined toward wellness, a cutting-edge fitness centre awaits, while the rooftop boasts a pool area for leisure and relaxation. Elevating the culinary experience, a diverse collection of restaurant outlets awaits exploration, including a multi award-winning vibrant Pan-Asian restaurant.

About the Role:

An opportunity has arisen for a Telephone Operator (Guest Relations Executive) to join our Front Office Department in Zabeel House by Jumeirah The Greens. The main purpose of the role is to answer calls as the first priority, internal and external in a speedy, courteous warm and friendly tone of voice. Handle all calls, requests, complaints and inquiries efficiently and professionally.

The main duties and responsibilities of this role:

  • Give a warm welcome to guests at all times during the transaction on the phone. Answer all calls according to the set standard in the department training manual.
  • Assist with internal as well as external request and pass it on to the concerned department / room number
  • Ensure that all requests are handled in a timely manner and to follow up with guests for satisfaction in a service provided.
  • Records all Wake Up Calls (WUC) on the master sheet as requested by the guests and makes sure that such requests are offered timely.
  • At all times sounds pleased to handle the call and take care to speak distinctly with a pleasant tone of voice
  • Reads the logbook to get all the information needed and take verbal handover from the preceding Operators on duty
  • Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring satisfaction in service provided
  • Escalate any expression of the guest satisfaction to the senior colleague on duty immediately
  • Assist in generating revenue by using the techniques of up-selling and suggestive selling.
  • Keep up-to-date with promotions and be confident with product knowledge of the hotels and all its facilities and services.
  • Act as a sales person of all Jumeirah International properties and products.
  • Proactively provide feedback & suggestions to the Front Office Manager to improve processes and guest satisfaction.
  • To perform any related duties and special projects as requested by the Front Desk Manager and management.

About You:

The ideal candidate for this position will have the following experience and qualifications:

Essential:

  • High school diploma or higher education is preferred
  • Good interpersonal and communication skills, fluent in English.
  • Additional Language would be of advantage: Arabic, Russian, Mandarin or European language.
  • Able to work in a customer service driven environment.
  • Experience with different computer software Microsoft Office packages.
  • Knowledge of Opera software is preferred.
  • Telephone handling training or cross training in telephones is desirable.
  • Experience working in a multi-cultural environment and teamwork spirit is also desirable
  • Able to communicate effectively and to respond well (switched on) to questions and requests.
  • Well groomed/presented.
  • Outgoing and friendly personality, enthusiastic and eager.
  • Should be able to quickly learn and adapt to a new work environment.

About the Benefits:

This position offers a highly competitive salary and package which include; accommodation, flight allowance, medical coverage, life and accident insurance, uniform, laundry services, meals during working hours, retail and leisure discounts, 50% discount off Jumeirah F&B Outlets and reduced hotel rates.


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