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Guest Services Ambassador

3 months ago

Dubai, Dubai, United Arab Emirates Accor Full time
Position Overview

As a Guest Services Ambassador, you will play a crucial role in representing the Front Office and the hotel, both within the premises and in external interactions.

Key Responsibilities
  • Personalized Service: Deliver exceptional service to all guests, adhering to the hotel's standards and protocols.
  • Warm Reception: Ensure every guest receives a heartfelt welcome, enhancing their overall experience.
  • Guest Interaction: Personally greet and escort guests, providing a friendly and inviting atmosphere.
  • Confidentiality: Maintain the privacy of guests and safeguard their personal information.
  • Luggage Management: Handle guest luggage and belongings with care, ensuring safe storage to prevent damage or loss.
  • Room Coordination: Assist guests with room changes in collaboration with the Front Office team.
  • Message Delivery: Efficiently deliver messages, mail, parcels, and newspapers to guests and various hotel departments.
  • Room Awareness: Stay informed about room setups and provide accurate information to guests.
  • Lost & Found Procedures: Check vehicles and rooms for forgotten items, adhering to established protocols.
  • Workplace Maintenance: Uphold high standards of cleanliness and maintenance in your work area.
  • Resource Management: Utilize supplies and equipment responsibly, requesting requisitions as needed.
  • Team Support: Assist drivers, valet parking, and doormen in daily operations.
  • Complaint Resolution: Address guest complaints professionally, ensuring satisfaction and proper documentation.
  • Supervisor Communication: Seek guidance from supervisors or managers in complex situations or when approvals are necessary.
  • Feedback Reporting: Be attentive to guest comments or complaints and report them accordingly.
  • VIP Awareness: Stay informed about VIP guests visiting or staying at the hotel.
  • Telephone Etiquette: Adhere to professional telephone etiquette as per company standards.
  • Logbook Management: Read and update logbooks, ensuring smooth handovers between shifts.
  • Key Handling: Follow strict procedures for handling keys.
  • Schedule Adherence: Respect schedules, terms, and deadlines set by management.
  • Outlet Knowledge: Be knowledgeable about hotel outlet timings and promote internal activities and events.
  • Daily Briefings: Participate in daily lineup briefings with the Concierge team to review tasks and activities.
  • Activity Highlights: Share daily highlights with supervisors, including opportunities for guest engagement.
  • Flexibility: Adapt to rotate within various sub-sections of the Front Office Department as needed.
  • Additional Duties: Carry out any other reasonable tasks assigned by the Concierge Supervisor and Chief Concierge.