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Front Office Ambassador

3 months ago

Dubai, Dubai, United Arab Emirates Accor Full time
Role Overview

As a Guest Services Representative, you will serve as a key ambassador for the Front Office and the hotel, ensuring a seamless experience for all guests.

Key Responsibilities
  • Personalized Service: Deliver exceptional service to all guests, adhering to the hotel's established standards and procedures.
  • Warm Welcome: Ensure that every guest receives a cordial greeting and enjoys their stay by providing the highest level of personal service.
  • Guest Interaction: Personally greet and escort guests to their destinations within the hotel, rather than merely providing directions.
  • Privacy Assurance: Maintain the confidentiality of guest information and respect their privacy at all times.
  • Luggage Management: Handle guest luggage and belongings with care, ensuring safe storage to prevent damage or loss.
  • Room Coordination: Assist guests with room changes in collaboration with the Front Office team.
  • Message Delivery: Deliver messages, mail, parcels, and newspapers to guests and various hotel departments according to departmental standards.
  • Room Awareness: Stay informed about room setups and communicate relevant information to guests.
  • Lost & Found Procedures: Check vehicles and rooms for forgotten items and adhere to Lost & Found protocols.
  • Workplace Maintenance: Uphold high standards of cleanliness and maintenance in your work area through personal accountability.
  • Resource Management: Utilize supplies and equipment properly, requesting requisitions as necessary.
  • Team Support: Assist drivers, valet parking staff, and doormen in daily operations.
  • Complaint Resolution: Address guest complaints professionally, ensuring resolution to their satisfaction and documenting the incident.
  • Supervisor Communication: Consult with supervisors or managers for guidance in serious situations or when approvals are needed.
  • Feedback Reporting: Remain attentive to guest comments or complaints and report them accordingly.
  • VIP Awareness: Be knowledgeable about VIP guests visiting or staying at the hotel.
  • Telephone Etiquette: Follow proper telephone etiquette as per hotel standards.
  • Logbook Management: Read and update logbooks, ensuring effective handovers between shifts.
  • Key Handling: Adhere strictly to key handling procedures.
  • Schedule Adherence: Respect schedules, terms, and deadlines as established by management.
  • Outlet Promotion: Be informed about hotel outlet timings and promote internal activities and events.
  • Daily Briefings: Participate in daily lineup briefings with the Concierge team to review tasks and activities.
  • Activity Highlights: Share daily highlights with supervisors, including opportunities for guest engagement.
  • Flexibility: Exhibit flexibility and adaptability to rotate within various sub-sections of the Front Office Department.
  • Additional Duties: Carry out any other reasonable tasks as assigned by the Concierge Supervisor and Chief Concierge.