Resort Receptionist

2 weeks ago

Abu Dhabi, United Arab Emirates Sheraton Abu Dhabi Hotel & Resort Full time

**JOB SUMMARY**

Encourage, recruit, register, and schedule guests to participate in recreation activities. Promote a fun and relaxing atmosphere for guests. Provide information to guests about available spa & recreation facilities and activities. Promote the rules and regulations of the facility intended for the safety and welfare of guests and members. Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency. Be aware of possible situations where guests are not able to safely participate in an activity and inform supervisor/manager. Clean and maintain recreational equipment and supplies.

General Functions

Communication and Coordination
- Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude.
- Provide information to guests about available recreation facilities, activities, lessons, and equipment.
- Encourage and recruit guests to participate in recreation activities.
- Register and schedule guests for activities by recording information using the appropriate method (e.g., write in registration book).
- Upsell Health Club Membership.

Facilities Safety
- Follow company policy and procedure for working with children (e.g., use of waiver forms).
- Observe activity in the recreational facility and respond appropriately in accordance with local operating procedure in the event of an emergency.
- Be aware of situations where guests are not able to safely participate in an activity and inform supervisor/manager.
- Provide assistance to injured guests until the arrival of emergency medical services.
- Promote the rules and regulations of the recreation facility intended for the safety and welfare of guests and members.
- Complete any certifications/training required by law or manufacturer to instruct guests/clients on the use of equipment.

Equipment and Supplies
- Clean and maintain recreational equipment and supplies.

Guest Relations
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation and provide a fond farewell.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Assist other employees to ensure proper coverage and prompt guest service.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Talk with and listen to other employees to effectively exchange information.

Working with Others
- Support all co-workers and treat them with dignity and respect.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.

Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.

Physical Tasks
- Read and visually verify information in a variety of formats (e.g., small print).
- Visually inspect tools, equipment, or machines (e.g., to identify defects).
- Enter and locate work-related information using computers and/or point of sale systems.
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistanc

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