Lobby Hostess

13 hours ago

Dubai, United Arab Emirates Mandarin Oriental Hotel Group Full time

**Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.**

**With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.**

**Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.**

**Scope of Position**

The Lobby Hostess is responsible to welcome, direct and escort guests and patrons with the overall objective to delight and satisfy each of them. To provide an efficient and courteous approach always, be knowledgeable in details about all areas of the hotel and represent the brand to the highest levels.

**Responsibilities**

Departmental:

- Have a very good understanding of the hotel’s concept and offerings including promotions and be able to verbally explain those to the guests.
- Offer Consistently professional, friendly, warm, and engaging service.
- Welcome and escort guests, patrons with the overall objective to delight and satisfy each guest and if needed she/he will assist and reasonably escort and direct to other destinations within the hotel.
- To bid friendly farewell to guests and sincerely thank them for their visit.
- Ensure that the uniform provided is kept clean, presentable and in good condition, ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests.
- Communicate clearly and directly with all colleagues and superiors to avoid misunderstandings and other shortfalls caused by lack of communication.
- Be committed to be a team player; proactively cooperating and supporting colleagues in operational tasks if required.
- Ensure that Mandarin Oriental Downtown, Dubai grooming and appearance standards are implemented and always maintained to reflect an image of professionalism and care.
- Listen to every guest and observe body language carefully to be able to understand guest needs and expectations and consistently delight and satisfy every guest.
- Report critical situations, such as intoxicated guests or aggressive behaviour to managers or security immediately.
- Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.
- Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.
- Proactively gather and record guest’s preference to superiors and act upon them whenever known and maintain the database.

Colleague Relations:

- Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
- Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
- Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
- Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
- Attend and participate all the scheduled training as per the department and ensure satisfactory completion.

Guest Relations:

- Warmly engage and converse with guests and professionally provide the guest with suitable suggestions based on their interest.
- Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs).
- Create WOW moments to surprise and delight in house guests when applicable.
- Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
- Review arrival list daily and recognize any VIP arriving/ departing/ visiting the property.
- Review F&B reservations and give attention to any highlighted booking.
- Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered, communicated and met.
- Deal promptly, efficiently, and pleasantly with any queries.

**Skills and Qualifications**
- High School qualification or equivalent.
- Minimum 1 years’ experience in a luxury hotel/resort.
- Hotel re-opening experience or renovation experience is an advantage.
- Previous experience working in the Middle East Region is an advantage
- Excellent verbal and written communication skills in English.
- Verbal and written communication skills in Arabic or other languages are preferred.
- Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
- Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
- With organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
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