Guest Services Assistant

1 week ago


Dubai, Dubai, United Arab Emirates JUMEIRAH Full time

About the Position:

Join the team at Jumeirah Emirates Towers as a Guest Services Assistant and be part of an exciting opportunity. In this role, you will be in charge of answering incoming calls in a friendly manner, ensuring smooth operations, and maintaining professionalism in telecommunication. Your main responsibilities will include:

  • Always sound welcoming when answering calls and speak clearly and pleasantly
  • Maintain guest privacy according to GDPR regulations
  • Adhere to PCI policies and procedures
  • Follow fraud prevention policies and procedures
  • Stay updated by reading the logbook and taking handover from previous Operators
  • Check emails for important messages
  • Ensure all department instruments are in order
  • Update necessary information on the whiteboard
  • Provide proper handover to the next shift
  • Handle requests from callers or transfer them to the right department/room number
  • Manage incoming and outgoing faxes
  • Take messages for guests
  • Ensure timely handling of all requests and follow up with guests for satisfaction
  • Escalate any guest concerns to seniors immediately
  • Write wake calls accurately in reports and ensure they are done on time
  • Resolve any doubts and double-check wake up calls before shift change
  • Assume shift responsibilities when Teamleader is absent
  • Regularly update the hotel extension list
  • Maintain discipline and low noise levels in the department
  • Adhere to grooming standards and assist new colleagues
  • Use up-selling techniques to contribute to revenue generation and have good knowledge of Jumeirah Hotels & Resorts

About You:

  • Minimum 1 year of Hotel Front Office experience
  • Basic computer skills including Internet and Outlook
  • Familiarity with PMS- Opera
  • Experience in handling customer complaints
  • Effective communication skills and ability to respond promptly to inquiries
  • Well-groomed and enthusiastic
  • Confident and proficient in spoken and written English

Desired:

  • Proficiency in an additional language such as Arabic, Russian, Chinese, or a European language


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