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Executive Guest Experience Specialist

2 months ago

Dubai, Dubai, United Arab Emirates JUMEIRAH Full time

Job Summary:

We are seeking a highly skilled and experienced Guest Services Executive to join our team at Jumeirah Emirates Towers. 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.

Main Responsibilities:

  • Guest Check-in and Check-out: Provide warm and welcoming check-in and check-out experiences for our guests, ensuring that all necessary documentation is completed accurately and efficiently.
  • Pre-registration and Extended Stay Requests: Assist with pre-registration activities and extended stay requests, ensuring that all necessary arrangements are made to meet our guests' needs.
  • Group Bookings and Check-in/Check-out: Manage group bookings and check-in/check-out procedures, ensuring that all standard protocols are followed and that our guests receive a seamless and efficient experience.
  • Phone and In-person Guest Interactions: Courteously answer all incoming phone calls and interact with guests in person, providing them with accurate and professional information about our facilities, products, and services.
  • Sales and Upselling: Accurately and professionally communicate rates associated with our facilities, products, and services, utilizing suggestive selling techniques to create value for our guests and drive sales.
  • Guest Payments and Complaints: Manage guest payments via cash, credit, or debit cards, and ensure that all complaints are promptly attended to and resolved to the satisfaction of our guests.
  • Departmental Policies and Procedures: Ensure adherence to departmental policies, processes, standard operating procedures, and instructions, ensuring that our guests receive a luxurious and exceptional service experience.
  • Guest Needs and Feedback: Identify and anticipate guest needs, assist in any possible way, and solicit feedback to ensure that our guests feel valued and cared for throughout their stay.
  • Guest Privacy and Security: Maintain the privacy of all guests, ensuring that no details are disclosed to anyone, and take responsibility for ensuring the security of our guests' personal belongings.
  • Operational Tasks: Check and action traces in Opera on arrival and departure, set traces sensibly at all times, and ensure that the guest is promptly allotted the assigned room courteously.
  • Cash Handling and Credit Checks: Handle and maintain the cash float, take full responsibility for it, and ensure that it is always balanced, and carry out a Credit Check Report on each shift to ensure that all in-house rooms have sufficient credit.