Guest Services Executive

2 days ago

Dubai, Dubai, United Arab Emirates JUMEIRAH Full time
Key Responsibilities

An exciting opportunity has arisen for a Guest Services Executive to join the Front Office team at Jumeirah Marsa Al Arab. The main duties and responsibilities of this role include:

  • Assisting with pre-registration, check-in, check-out activities, and extended stay requests. Managing group bookings in accordance with brand standards.
  • Providing exceptional customer service by courteously answering all incoming phone calls in a professional and friendly manner.
  • Responding to guest inquiries in a professional and timely manner, adhering to standard email etiquette.
  • Accurately and professionally communicating rates associated with facilities, products, and services from respective domains, utilizing suggestive selling techniques to create value for guests.
  • Maintaining knowledge of all aspects of facilities, products, and services, associated programs, and reservations for respective domains.
  • Exhibiting a friendly, cheerful, and courteous demeanor while providing personalized service to guests and frequent travelers.
  • Greeting and serving guests in person or by phone, assisting with bookings and inquiries.
  • Greeting and serving guests upon arrival or departure, providing orientation to facilities, etc.
  • Managing payments via cash, credit, or debit cards.

About You

The ideal candidate for this position will have the following experience and qualifications:

  • 3 years of experience within the international luxury hospitality industry in Dubai.
  • Any additional language skills will be considered a plus (Russian, Arabic, French, Spanish, Italian, Mandarin).
  • Experience working in a multi-cultural environment.
Desired Candidate Profile
  1. Interpersonal Skills: Building rapport and establishing a friendly connection with guests.
  2. Communication: Effectively conveying information, listening actively, and addressing guest inquiries or concerns.
  3. Problem-Solving: Quickly and effectively resolving issues to ensure guest satisfaction.
  4. Attention to Detail: Noticing and remembering guest preferences, requests, and feedback.
  5. Empathy: Understanding and addressing the feelings and needs of guests.
  6. Cultural Awareness: Being sensitive to and respectful of diverse backgrounds and preferences.
  7. Adaptability: Adjusting to changing situations and guest demands.
  8. Team Collaboration: Working with other staff members to provide seamless service.
  9. Time Management: Efficiently managing tasks to enhance the guest experience without delays.
  10. Product Knowledge: Familiarity with services, amenities, and offerings to provide informed recommendations.

Best Practices

  • Welcome Guests Warmly: A friendly greeting sets a positive tone for the interaction.
  • Anticipate Needs: Try to foresee what guests might need before they have to ask.
  • Follow Up: Check in with guests after service to ensure they are satisfied.
  • Handle Complaints Gracefully: Listen to concerns without interruption and offer solutions.
  • Personalize Service: Tailor experiences based on individual guest preferences when possible.

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