Guest Services Assistant

7 days ago

Dubai, Dubai, United Arab Emirates JUMEIRAH Full time

About the Role:

We are seeking a highly skilled Guest Services Assistant to join our team at Jumeirah Emirates Towers. As a key member of our front office team, you will be responsible for providing exceptional customer service and ensuring the smooth operation of our telecommunication systems.

  • Provide warm and friendly responses to internal and external calls, ensuring a positive experience for our guests.
  • Maintain the confidentiality of guest information, adhering to our General Data Protection Regulation (GDPR) policies.
  • Follow our Payment Card Industry (PCI) and Fraud Prevention policies and procedures.
  • Stay up-to-date with important messages and information, reading the logbook and checking emails and instruments in the department.
  • Ensure the DND sheet is checked and required procedures are followed.
  • Update the whiteboard with operational information and print emergency reports at designated times.
  • Provide a proper handover to the following shift and assist with callers' requests or pass them on to the concerned department/room number.
  • Handle all incoming and outgoing faxes for guests/departments and messages for in-house and expected guests.
  • Ensure all requests are handled in a timely manner and follow up with guests to ensure satisfaction in service provided.
  • Escalate any guest satisfaction issues to the senior colleague on duty immediately and raise R4.
  • Ensure all wake calls are correctly written in the HotSOS report and given on time with clear, readable handwriting.
  • Clear all doubts and cross-check all wake-up calls before leaving the shift.
  • Handle shift responsibilities in the absence of a Team Leader and update the hotel extension list regularly.
  • Maintain discipline and a low tone of voice in the department to avoid background noise and maintain grooming as per the company's standards.
  • Assist new colleagues with day-to-day operations and assist in generating revenue by using up-selling and suggestive selling techniques.
  • Have high product knowledge about Jumeirah Hotels & Resorts (JCH).

About You:

We are looking for a candidate with a minimum of 1 year of hotel experience in front office, basic computer knowledge, and proficiency in PMS-Opera. You should be accustomed to handling customer complaints, able to communicate effectively, and well-groomed/presented. Enthusiasm and self-confidence are essential, as well as well-versed spoken and written English and an assertive communication style.

Desired:

We would like to see additional language skills, such as Arabic, Russian, Chinese, or European languages.

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