Guest Services Executive

2 months ago

Dubai, United Arab Emirates Bab Al Shams Desert Resort - Dubai Full time
  • To adhere to the department’s Standard Operating Procedures at all times
  • To be aware of the departmental fire evacuation procedures
  • To work together with all other Front Office and hotel employees and to fully cooperate with staff from other sections and hotel departments at all times
  • To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and share strategies/ideas to address potential service shortfalls
  • To attend pre-shift and post-shift briefings and be aware of all information communicated, all problems reported, and all current VIP guests, hotel promotions, and room rates
  • To be aware of local market competition, monitor trends within the industry, and make suggestions on how these could be implemented in our hotel
  • To review all reservations, transportation requests, and room allocations daily and to correct any mistakes before they affect a guest’s stay and also to ensure that all special requests are communicated to other departments as applicable & necessary
  • To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
  • To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the Duty Manager and Rooms Division Manager is fully informed about all complaints/issues
  • To make sure that all Guest Services working materials/equipment, areas, signage and vehicles are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification
  • To work in a safe manner and to keep work related accidents and sick leave to a minimum as well as to adhere to all laws & regulations of the UAE at all times
  • To be fully aware of the hotel’s credit policy and to adhere to all aspects of the credit policy at all times
  • To actively promote all ongoing incentive programs and guest questionnaires as well as seek general feedback from guests specially at departure
  • To interact and communicate with guests & colleagues in a courteous, friendly, open, and honest manner at all times
  • To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times

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