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Luxury Hotel Experience Specialist

2 months ago

Dubai, Dubai, United Arab Emirates Fivehotelsandresorts Full time
About the Role

We are seeking a highly skilled and experienced Guest Service Ambassador to join our team at Five Hotels and Resorts. As a key member of our front office team, you will be responsible for delivering exceptional guest experiences and ensuring that our guests feel valued and cared for throughout their stay.

Key Responsibilities
  • Guest Welcome and Check-In
    • Extend a warm welcome to all guests, displaying genuine appreciation and addressing their service needs with exceptional care and attention.
    • Meticulously answer and document guest requests, enquiries, and concerns via multiple communication channels, ensuring accurate and timely responses.
  • Guest Services and Support
    • Operate the telephone switchboard efficiently, managing wake-up calls and directing incoming calls to the appropriate departments with top-notch precision.
    • Record and relay messages accurately, maintaining precise communication records for reference and follow-up purposes, ensuring a 'five-star' guest experience.
    • Log guest requests or issues into the computer system, coordinating with relevant departments to ensure swift resolutions.
  • Guest Information and Support
    • Provide guests with comprehensive information about our hotel features, amenities, and local attractions of interest.
    • Assist guests with accessing the WiFi and navigating guest room entertainment systems as needed.
  • Team Collaboration and Communication
    • Foster positive relationships with all team members, contributing to a buzzing and energized team environment that supports collaborative efforts.
    • Champion compliance with Forbes standards and guidelines, delivering services that exceed expectations.
Requirements
  • A proven track record of 1-2 years in a luxury hotel environment in a similar role, delivering sensational guest experiences synonymous with Five's award-winning service quality.
  • Impeccable communication skills, both verbal and written, with fluency in English (additional languages are a plus).
  • Exceptional time management and multi-tasking skills to oversee a busy front office and deliver a 'five-star' experience for our guests.
  • Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of hotel PMS, specifically Opera.
  • A professional, insta-worthy appearance, always adhering to Five's grooming standards and maintaining a polished, 'five-styled' demeanor.
  • Excellent interpersonal skills to engage effectively with guests, team members, and stakeholders.
  • Sensational teamwork and collaboration skills to work effectively within a group and across departments with fellow team members.
  • Previous experience in Forbes or leading quality assurance (LQA)-rated properties will be advantageous, demonstrating a strong commitment to luxury service standards.
  • A proactive nature, coupled with a meticulous eye for detail, ensuring every aspect of the operation is curated to perfection.
  • Flexibility to work a variety of shifts, including weekends and holidays, based on the requirements of the hotel.
  • A hands-on attitude, fueled by a 'can-do' spirit.
About Five Hotels and Resorts

Five Hotels and Resorts prides itself on being disruptively different and daringly unique. Our growing portfolio of lavish destinations are the epitome of glamour and experiential luxury, and currently consists of Five Palm Jumeirah, Five Jumeirah Village, Five Zurich, and Five LUXE.

Joining our exceptional Five Tribe means you are part of a team who breaks boundaries and offers unbeatable next-level experiences at Five's award-winning hotels, dining concepts, and 360-degree immersive nightlife venues. As part of the accomplished Five Tribe, you will be part of a group of high achievers who fearlessly challenge conventions on a global stage.