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Hotel Guest Experience Manager

1 week ago

Dubai, Dubai, United Arab Emirates Icon Delux Hotel Apartments Full time

About the Role:

The Guest Relation Officer will be responsible for providing exceptional service to guests by anticipating their needs and addressing any concerns. This involves handling guest check-ins and check-outs efficiently, assisting with inquiries regarding hotel services, reservations, and local attractions, and ensuring guest satisfaction by resolving complaints promptly and professionally.

Main Responsibilities:

  • Provide Exceptional Service: Anticipate guest needs, address concerns, and ensure a positive experience.
  • Manage Check-Ins and Check-Outs: Handle guest arrivals and departures efficiently, ensuring smooth operations.
  • Assist with Inquiries: Respond to guest questions about hotel services, reservations, and local attractions.
  • Resolve Complaints: Address guest concerns in a professional and timely manner.
  • Coordinate with Departments: Work with other teams to fulfill guest requests and ensure seamless operations.
  • Maintain Knowledge: Stay up-to-date on room rates, promotions, offers, and packages.
  • Gather Feedback: Collect guest comments during their stay and upon departure.
  • Operational Knowledge: Possess strong understanding of front office operations, including room divisions, check-in/check-out, reservations, online bookings, and hotel reviews.
  • VIP Coordination: Ensure VIP reservations are completed and pre-registration formalities are fulfilled.
  • Room Allocation: Assign rooms to arriving guests.
  • Folio Management: Maintain accurate guest folios and note important preferences.
  • Housekeeping Coordination: Arrange for room clearing with housekeeping staff.