Guest Relation Officer
4 weeks ago
An exciting opportunity has arisen for a highly skilled Guest Relation Officer to join the Jumeirah team at Jumeirah Marsa Al Arab Hotel. The successful candidate will be responsible for delivering exceptional guest experiences, ensuring seamless interactions, and providing personalized services to VIP guests.
- Guest Interaction: Serve as the primary point of contact for guests, addressing their needs, inquiries, and feedback in a friendly and professional manner.
- Issue Resolution: Handle guest complaints or concerns promptly and effectively, working to resolve issues to ensure a positive experience.
- Service Coordination: Collaborate with various departments (e.g., housekeeping, food and beverage, front desk) to facilitate services and fulfill guest requests.
- Feedback Management: Gather and analyze guest feedback through surveys, reviews, and direct communication to identify areas for improvement.
- Guest Profiles: Maintain accurate records of guest preferences and special requests to personalize their experience and enhance service delivery.
- Event Coordination: Assist in planning and coordinating special events, activities, or promotions that enhance guest engagement.
- Training Support: Provide training and support to staff on guest service best practices and procedures to foster a culture of exceptional service.
- Communication: Keep guests informed about hotel services, amenities, and events, ensuring they have all necessary information for a pleasant stay.
- Follow-Up: Conduct follow-up communications with guests post-stay to gather feedback and encourage return visits.
- Reporting: Prepare reports on guest satisfaction metrics, trends, and feedback for management review.
Requirements
- Interpersonal Skills: Strong ability to build rapport and communicate effectively with guests and team members.
- Problem-Solving: Excellent critical thinking skills to address and resolve guest issues swiftly.
- Attention to Detail: Careful attention to guest preferences and feedback to enhance personalization.
- Organizational Skills: Strong ability to manage multiple tasks and prioritize effectively in a dynamic environment.
- Adaptability: Flexibility to adjust to changing guest needs and operational demands.
Qualities
- Empathy: Genuine concern for guests' comfort and satisfaction, promoting a positive atmosphere.
- Professionalism: Maintaining a courteous and professional demeanor at all times.
- Positive Attitude: Approaching challenges with enthusiasm and a commitment to service excellence.
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