Guest Experience Associate assistant

2 weeks ago

UAE, United Arab Emirates Emaar Properties Full time

The job holder is responsible to provide outstanding customer experience in all aspects of operations including the reception desk, rink arcade and skate hire. The Guest Services Associate is also responsible for handling and reconciliation of all reception, locker, retail income and stock. The guest service associate is also responsible for upselling tickets and packages, managing lessons for coaches and assisting in any need of the operation. As well this function serves as a skate marshal and supports events and DJ sessions.

**Guest Services Functions**:
'¢ Uses the public address system for announcements when required

'¢ Maintains group visit booking diary, schools booking folder, appointments diary and patch skating booking system.

'¢ Handles all enrolments for the 'œLearn to Skate'
- courses and Ice Rink coaches from receipt of inquiry to issuance of enrolment card.

'¢ Hands over all lost items to Security.

'¢ Ensures that all areas are organized and clean at all times and any requirement for further cleaning is reported to the Duty Manager.

'¢ Advices customers on their requirements, checking the comfort, size and fit of all skates and clothing/equipment, as necessary and responds to their enquiries politely and efficiently.

'¢ Receives skates for sharpening from customers and issues a skate grinding ticket/receipt as instructed.

'¢ Checks correct session bands of customers ensures that all skates issued are in good condition and complete and ensures that skates identifying number is clearly legible all the times

'¢ Performs other duties in colleagues absence or as assigned by the line manager.

'¢

**Cashier Desk and Cash Management**:
'¢ Collects all the income (admission and miscellaneous) and processes accurately.

'¢ Reconciles any discrepancies with Duty Manager

'¢ Follows all standard operating procedures for cash handling as set by management.

**Skate Marshall**:
'¢ Ensures that all skaters comply with the rules and guidelines for the session and that individual do not attempt to skate beyond their own ability to be safe and in control.

'¢ Assists customers in case of any injuries and reports immediately to the first aiders on duty (or if qualified) to carry out first aid treatment in case of any injury.

'¢ Assists in setting up and removal of temporary barrier in cases of activities and special events.

'¢ Performs other duties in colleagues absence or as assigned by the line manager

'¢ Assists with removal of skating aids at the end of every session

'¢ Monitors condition of the ice surface and reports and serious defects or problems to manager on duty

'¢ Ensure all skaters follow all social distancing guidelines and are skating as per the designated direction travel

'¢ Ensure all guests are wearing masks

'¢ Skate Hire:
'¢ Collects skate hire shoes along with the hire tickets in exchange to the customers deposited shoes.

'¢ Ensures that all skates issued are complete and in good condition and also ensures that skates identifying number are legible all the times

'¢ Conducts inspection in all skates regularly, identifying and recording those in need of regrinding or repairing and informs Duty Manager Operations accordingly.

'¢ Ensures the security of customers' shoes by strictly complying with the Ice Rink's Code of Practice for Skate Hire operation.

'¢ Ensures that, at the end of every session, the public skate hire area and the areas exclusively for staff are clean and any requirement for further cleaning is reported to the Duty Manager Operations.

'¢ Ensure all sanitization measures are met when it comes to cleaning, boot and skating aid distribution.

'¢ Sanitize the rink and all touched surfaces fully in between every public skating session.

**Skate Maintenance**:
'¢ Inspects all skates regularly, identifying and recording those in need of regrinding or repairing, informs Duty Manager Operations accordingly.

**Customer Service**:
'¢ Always serves customers in a polite and courteous manner ensuring outstanding customer service.

'¢ Is able to handle customer inquiries and has basic knowledge of other Emaar Entertainment attractions.

**Adherence to Policies and Procedures**:
'¢ Behaves in line with the Code of Conduct Policy and adheres to the applicable company policies and procedures

**Qualification**:
Minimum Bachelor's degree

**Experience**:
Minimum 3 year within guest service experience within the hospitality industry or something similar.

**Skills Required**:
Excellent English Language

Ability to communicated clearly and precisely

Excellent Customer service

Cash Handling experience

Arabic is not required but preferred

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