Guest Relations Executive
2 weeks ago
An exciting opportunity has arisen for a Guest Relations Executive - Food & Beverage Service in Jumeirah Al Naseem. The main duties and responsibilities of this role are:
- Customer Needs Identification: Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services, or information.
- Customer Satisfaction: Meet all reasonable needs and requests of customers within acceptable enterprise timeframes.
- Quality Enhancement: Identify and take all opportunities to enhance the quality of service.
- Customer Dissatisfaction Resolution: Recognize customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and Jumeirah customer feedback procedures.
- F&B Support: Provide knowledgeable, friendly, professional, and efficient F&B support to all colleagues ensuring maximum guest satisfaction in a manner consistent with Madinat Jumeirah standards.
- Workflow Management: Maintain efficient workflow by adhering to the Sequence of Service and all timeframes and standards detailed in relevant SOP in the F&B Standard's Manual.
- Guest Interaction: Represents the venue's first and last point of guest contact, entrusted with their welcome and fond farewell.
- Guest Welcome and Farewell: Responsible for the warm welcome of all the restaurant's guests in a friendly and timely manner, and ensuring fond farewell of each guest, encouraging them to return.
- Contractual Requirements: Seasonal Contract: from October to May.
- Experience and Qualifications: One year of experience in the same position in a restaurant sector: within a 5-star hotel, luxury restaurant, or upscale bar setting.
- Language Skills: Fluent in English and an additional international language is a plus.
- Food and Beverage Knowledge: Knowledge of Food and Beverage applications: Micros and Sevenrooms.
- Dining Experience Passion: Passion for delivering exceptional dining experiences.
- Guest Interaction: Engaging with guests upon arrival and throughout their stay to ensure a positive experience.
- Complaint Resolution: Addressing and resolving guest complaints or issues promptly and effectively to maintain satisfaction.
- Personalization: Tailoring services to meet individual guest preferences and enhancing their overall experience.
- Feedback Collection: Gathering guest feedback through surveys or direct conversations to assess satisfaction and identify areas for improvement.
- Department Coordination: Collaborating with front desk, housekeeping, and other departments to ensure guest requests are fulfilled promptly.
- Information Provision: Offering information about hotel services, amenities, and local attractions to enhance the guest experience.
- VIP Services: Managing special requests for VIP guests or high-profile individuals, ensuring their needs are prioritized.
- Event Coordination: Assisting with planning and executing special events or guest activities.
- Staff Training: Providing guidance and training to front-line staff on guest relations best practices and service standards.
- Reporting: Preparing reports on guest interactions, feedback, and any significant issues for management review.
Key Skills
- Interpersonal Skills: Strong ability to build rapport and connect with guests to create a welcoming atmosphere.
- Communication: Excellent verbal and written communication skills for clear interactions with guests and staff.
- Problem-Solving: Effective at quickly identifying issues and implementing solutions to enhance guest satisfaction.
- Empathy: Understanding and addressing guest needs and concerns with compassion.
- Attention to Detail: Ensuring that guest preferences and requests are accurately noted and fulfilled.
- Multitasking: Ability to manage multiple tasks and prioritize effectively in a busy environment.
- Cultural Awareness: Sensitivity to diverse backgrounds and the ability to communicate with guests from various cultures.
Qualities
- Positive Attitude: Maintaining a cheerful demeanor to create a welcoming atmosphere for guests.
- Proactivity: Anticipating guest needs and going above and beyond to provide exceptional service.
- Integrity: Upholding the hotel's standards and maintaining confidentiality regarding guest information.
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