At Your Service Agent

3 months ago

Dubai, United Arab Emirates Gulf Court Hotel Business Bay Full time

**Role Summary**:
The At Your Service Agent serves as the first point of contact for guests, handling check-ins and check-outs, assisting with inquiries, and delivering a high level of customer service to ensure a memorable stay. The role involves efficient communication, problem-solving, and maintaining a positive atmosphere at the front desk.

**Key Responsibilities**
- Greet guests warmly, process check-in and check-out, address any special requests or preferences, escort them to their rooms, and provide an overview of hotel services and amenities.
- Update booking details, and ensure accurate records using hotel management software (e.g., Opera PMS).
- Handle cash, credit card, and digital payments efficiently, maintain accurate transaction records, and assist guests with billing questions.
- Handle VIP guests and special requests, coordinating personalized experiences like tour bookings, dinner reservations, and transportation arrangements.
- Provide guests with local area information, arrange transportation, and coordinate any special requests such as dining reservations or tours.
- Maintain daily reports, manage front desk logs, and update shift handover notes.
- Answer incoming calls promptly and courteously, route calls to relevant departments or rooms, and manage guest wake-up calls and messages.
- Provide guests with information on hotel amenities, services, and nearby attractions, and respond to guest inquiries over the phone.
- Document guest requests and relay them to appropriate departments, including housekeeping, room service, and maintenance.
- Follow hotel protocols for emergency situations, ensuring guest safety and calm communication.
- Maintain call logs, record guest requests, and manage any other required documentation.
- Address guest complaints promptly, ensuring they are resolved to the guest’s satisfaction, and escalate issues when necessary.
- Collect guest feedback, report on guest satisfaction metrics, and relay any areas of improvement to management.
- Make follow-up calls or messages to ensure guest satisfaction during their stay and after check-out.
- Assist with inventory checks for front desk supplies.
- Coordinate with housekeeping and maintenance departments to ensure room readiness and address guest issues.
- Uphold hotel policies and ensure compliance with health and safety regulations.

**Qualifications**
- Minimum: High school diploma or equivalent.
- Preferred: Diploma or degree in Hospitality Management, Tourism, or related field.
- At least 1-2 years of experience in a front desk, receptionist, or customer service role, ideally in the hospitality industry.
- Experience with high-end or luxury hotels can be advantageous for more prominent properties.
- Fluent in English (essential), with additional languages (especially Arabic, French, Russian, or Mandarin) being advantageous.
- Excellent communication, problem-solving abilities, and a warm, approachable demeanor.
- Ability to handle multiple guest requests, prioritize tasks, and remain calm under pressure.
- A professional, well-groomed appearance in line with the hotel’s standards.
- A positive, friendly attitude, cultural sensitivity, and attentiveness to guests' needs.

Pay: AED1,450.00 - AED1,500.00 per month

**Experience**:

- customer service: 1 year (required)
- hotel and front office: 1 year (required)

**Language**:

- Arabic (required)

Application Deadline: 10/11/2024

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