Guest Relation Supervisor - Female Arabic Speaking Only

2 days left

Location
Dubai (City) (AE)
Posted
01 Sep 2016
Closes
29 Sep 2016
Sector
Hotel
Job Level
Non-Management
  • Must possess minimum 2 to 3 years UAE hotel experience as a Guest Service Supervisor in a 4 /5 Star Hotel in UAE
  • Must Speak Fluent Arabic & English
  • Female Candidates Only

General Duties and Responsibilities

Operational

  • Review arrival information on a daily basis; VIP’s, Regular guest, Groups, special requests, etc. Follow up with Housekeeping and Room Service
  • Responsible for correct registration procedure; registration card, room allocation, credit policy, etc.
  • Maintain good working relations with all departments, especially Housekeeping and Reservations. Checks discrepancies and out-of-order rooms, to ensure correct room status at all times
  • Responsible for correct handling of cash and cheques, credit cards, foreign currencies, vouchers and invoices
  • Responsible for correct handling of safe deposit boxes
  • Responsible for prepare activities for group arrival, correct definition of group masters to ensure correct charges
  • Responsible for correct check-out procedure following hotel’s policies and procedures
  • Responsible for reservations, changes and cancellations when Reservation Office is closed
  • Handle claimed reservations and turn-always according to GEH policies and procedures
  • Report to management on deficiencies and irregularities noted in the operation
  • Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc. and ensures receptionist’s knowledge of the same
  • Responsible for correct selling status in the Reception at all times, by close liaison with Reservations
  • Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied. Solicits assistance from Duty Manager or FOM
  • Maintain good knowledge of all corporate programs, ensure receptionist’s knowledge of these programs
  • Assist in resolving accounting matters; disputes, missing back-ups etc
  • Ensure that all guest comments are logged and forwarded to the Front Office Manager
  • Be familiar with hotel  standards and is guided in daily work by these. Monitors staff performance continuously in this respect
  • Assist in departmental training and assessments
  • Be open to new ideas and system which could benefit the department and hotel
  • Cooperate and support the Guest Relations to ensure Good Service deliver to all guests on a consistent manner
  • Cooperation and teamwork for all sections and other department to ensure proper guest service delivery.
  • Be trained on all fire and emergency to ensure the safety of both Guests and employees.
  • Deliver high quality service to guests
  • Ensure guest needs and reasonable requests are met
  • Seek opportunities to continually improve guest service
  • Identify VIP’s, regular and long staying guest, develop rapport to offer personalized service and assistance
  • Take appropriate action to resolve guest complaints
  • Promote the hotel product and service knowledge in order to explain services and facilities to guests
  • Ensure a high lever of cleaning is maintained in your work area
  • Responsible for distributes daily work
  • Guard hotel secrets
  • Abide by the Hotel’s Policies and Procedures, and the hotel’s Employee Handbook.
  • Carry out other tasks as directed by your supervisors

Guest Services/Sales

  • Answer all telephone calls in a courteous and efficient manner
  • Greet arriving guests with a smile and eye contact using the guest’s name.
  • Handle safe-deposit boxes in accordance with hotel procedures
  • Handle foreign currency exchange to all in-house guest with Smile and courteously
  • Resolve guest complaints, without involving Supervisor if possible. When needed, refer the matter to the Duty Manager
  • Take personal responsibility for guest requests, follows up with relevant department to ensure the request has been acted upon
  • Take personal responsibility for guest requests, follows up with relevant department to ensure the request has been acted upon
  • Inquire if the guest had a pleasant stay. Note down any comments and feedback for Management’s information
  • Maintain the Reception area and back office clean and tidy
  • Deliver high quality service to guests
  • Ensure guest needs and reasonable requests are met
  • Seek opportunities to continually improve guest service
  • Identify VIP, regular and long staying guest, develop rapport to offer personalized service and assistance
  • Sell the hotel and hotel  products and services using up-selling and suggestive selling techniques
  • Promote the hotel and product and service to guests

Financial Responsibility

  • Responsible for obtaining proper payment details and other registration information from the guest
  • Handle checkout according to hotel procedure, to ensure correct payment. Know and understand the importance of correct procedures regarding cash payment, credit cards, cheques, foreign currency and billing

Communications/Cooperation

  • Maintain good working relations with Housekeeping; promptly inform about early departures, early arrivals, extended stays, late check-outs, room-moves, special requests etc
  • Cooperate with good teamwork with all sections and departments along with GSA, GRO to ensure proper delivery of Guest service on a consistent basis.

Human Resources

  • Abide by the GEH Standards
  • Abide by the Hotel’s Policies and Procedures, GEH Code of Business Conduct and the hotel’s Employee Handbook.

Safety & Security

  • Adhere to the hotel’s security and emergency policies and procedures
  • Remain calm in all Emergency situations and abide by the procedures for evacuation