Role in Front Office, Vdd

5 months ago

UAE, United Arab Emirates Emaar Properties Full time

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
- Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
- Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
- Answer, record, and process all guest calls, messages, requests, questions, or concerns are attended to promptly and handled in a professional manner.
- Contact appropriate individual or department (e.g. Housekeeping, reception) as necessary to resolve guest call, request, or problem.
- Review shift logs/daily memo books and document pertinent information in logbooks.
- Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
- Maintain par stock of collaterals, stationery and other necessities to avoid over stocking as well as running short on stock.
- Supervise the luggage service to ensure a smooth and efficient operation and minimum delay and damage.
- Conduct periodic inspections of all lobby areas, main entrance, Guest elevators and Public areas to check the cleaning standard and report in logbook
- Handles guest complaints in accordance with the hotel policy, reports all complaints to the management.
- Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
- Keep updated of all information concerning the hotel services, local places of interest, restaurants, transportation, sport facilities, churches, shopping areas and all relevant information likely to be of guests’ interest in order to be able to answer guest requests and questions.
- Ensure an up to date extensive selection of booklets, guides, maps and brochures are maintained at the Guest Services desk.
- Ensure that all employees always provide a courteous and professional service.
- Oversees grooming standard of the concierge/bell desks associates.
- Provide training of the employees, ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
- Respond to any changes in the Concierge function as dictated by the industry, company or hotel.
QUALIFICATIONS, EXPERIENCE & SKILLS
Education
- Minimum of a high school diploma is required. College degree in Hotel Management or a related field is preferred.
Experience
- A minimum of one-year experience in a similar position in a 5-star hospitality company
Skills
- Verbal and writing skills
- Knowledge of basic hotel business operations preferred
- Fluency in English is a must, Fluency in Arabic or additional language is an asset
- Physically sturdy to carry heavy luggage and stamina to stand for long hours.
Individual Characteristics
- Customer service orientations
- Team player
- Flexible in scheduling
- Enthusiastic and pleasant personality

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