Guest Service Assistant

1 week ago

Dubai, United Arab Emirates Novotel Full time
  • Actively welcome, greet and check guests in
  • Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’
  • Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
  • Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
  • Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
  • Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in HotSos or hotel specific recording process
  • Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
  • Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with MHG confidentiality standards
  • Ensure the correct procedure and policy standards are adhered to
  • Ensure all necessary supplies are available for the front desk, manage par stock and order supplies
  • Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
  • Encourage up-selling in order to maximize rates
  • Ensure work areas are cleaned and maintained at all times

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