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Guest Relation Executive

Dubai (Emirate) (AE)

Full job details

Recruiter
BAB AL SHAMS DESERT RESORT & SPA
Posted
29/08/2016
Ref
Location
Dubai (Emirate) (AE)
Job Type
Front Office, Guest Relations Officer
Sector
Hotel
Job Level
Non-Management
 
  • To welcome each guest in a sophisticated manner
  • To address every guest with a genuine smile and eye contact
  • To initiate guest interaction by introducing yourself and starting conversation by asking how you may assist the guest (all greetings must be culturally/locally appropriate)
  • To accompany guest to reception for check-in and to personally connect the guest with Front Office Assistant
  • To connect and engage with guests waiting in line at reception area
  • To maintain the upkeep and appearance of the hotel lobby and entrance
  • To adhere to the department’s Standard Operating Procedures at all times
  • To be aware of the departmental fire evacuation procedures
  • To work together with all other Front Office and hotel employees and to fully cooperate with staff from other sections and hotel departments at all times
  • To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and share strategies/ideas to address potential service shortfalls
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Escort guests to their rooms and provide a full explanation about our Resort
  • Contact appropriate individual or department ( Bell attendant, Front Desk, Housekeeping, Engineering, F&B,  Security/Loss Prevention) as necessary to resolve guest call, request, or problem
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction
  • Respond to special requests from guests with unique needs
  • Develop and maintain positive working relationships with others
  • To attend pre-shift and post-shift briefings and be aware of all information communicated, all problems reported and all current VIP guests, hotel promotions and room rates
  • To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
  • To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
  • To handle minor guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to forward all complaints and incidents properly to the Guest Service Executive and to ensure that the Front Office Manager is fully informed about all complaints/issues
  • To work in a safe manner and to keep work related accidents and sick leave to a minimum as well as to adhere to all laws & regulations of the UAE at all times
  • To be fully aware of the hotel’s credit policy and to adhere to all aspects of the credit policy at all times
  • To actively promote all ongoing incentive programs and guest questionnaires as well as seek general feedback from guests
  • To interact and communicate with guests & colleagues in a courteous, friendly, open and honest manner at all times
  • To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times
  • To be consistently well groomed & professional in appearance and to wear the appropriate uniform and name badge at all times
  • To attend departmental meetings and hotel training programs as and when needed or instructed
  • To carry out shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management
  • To be always fully aware of all activities taking place in the hotel, the city and the region, so that guests consistently receive up-to-date and correct information
  • To be fully familiar with the hotel and conversant with all hotel services and the opening & closing times of all outlets
  • To liaise regularly with other Front Office sections, e.g. Bell Desk, Reception, Guest Relations etc., to ensure that all guests and visitors are provided with a seamless service experience
  • To ensure that all guests and visitors are fully informed of all hotel services/facilities and that they are also explained all conditions related to their stay in the hotel
  • To actively listen to guests and visitors at all times and to strive to answer all questions and solve all issues/problems in a guest-focused manner
  • To ensure and maintain the security of information regarding customers and employees of the hotel at all times
  • To assist with all group and VIP arrivals and stays, working together with Reception and all other hotel departments, so that arrival, stay and departure of such guests run smoothly and according to the hotel’s standards
  • To anticipate our guests’ and visitors’ needs whenever possible and to act pro-actively to provide them with the best possible hotel experience
  • To oversee the lobby areas and to assist all guests/visitors with any enquiries they may have as well as to ensure that all lobby areas are always clean and all items are in good working order
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