Guest Services Representative
6 days ago
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 providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.
Main Responsibilities:
- Guest Check-in/Check-out Assistance: Provide warm and welcoming check-in and check-out experiences for our guests, ensuring all necessary documentation is completed accurately and efficiently.
- Pre-registration and Extended Stay Requests: Assist with pre-registration activities and extended stay requests, ensuring 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, adhering to standard protocols and ensuring seamless execution.
- Phone and In-person Guest Interactions: Courteously answer all incoming phone calls and interact with guests in person, providing professional and friendly service at all times.
- Facilities, Products, and Services Communication: Accurately and professionally communicate rates and information related to our facilities, products, and services, utilizing suggestive selling techniques to create value for our guests.
- Guest Bookings and Enquiries: Greet and serve guests in person or by phone, assisting with bookings and enquiries in a timely and efficient manner.
- Payment Processing: Manage payments via cash, credit, or debit cards, ensuring all transactions are processed accurately and securely.
- Guest Feedback and Complaints: Ensure all complaints are promptly attended to, and guest feedback is collected and acted upon to maintain our high standards of service.
- Departmental Policies and Procedures: Adhere to departmental policies, processes, and standard operating procedures, ensuring delivery of luxurious service to our guests and maintaining Jumeirah's standards of excellence.
- Guest Needs Identification and Anticipation: Identify and anticipate guests' needs, providing assistance and support to ensure their stay with us is enjoyable and memorable.
- Guest Privacy and Confidentiality: Maintain the privacy and confidentiality of all guests, ensuring no details are disclosed to anyone.
- Trace Management: Check and action traces in Opera on arrival and departure, as well as setting traces sensibly at all times.
- Room Allocation and Bell Desk Coordination: Ensure guests are promptly allotted their assigned room, instructing the bell desk to escort them directly to the room/suite after check-in formalities.
- Credit Check Reports and Cash Float Management: Carry out credit check reports on each shift, ensuring all in-house rooms have sufficient credit, and maintain the cash float, taking full responsibility for its balance.
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