Guest Relations Agent - Bespoke Residences (For Russian Speakers)

Dubai (Emirate) (AE)

Full job details

IFA Properties and Residential Services
Dubai (Emirate) (AE)
Job Type
Front Office, Guest Relations Officer
Job Level

Job Summary:

The incumbent in the position is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with the Bespoke Residences quality service standards. He/she is also acts as a representative of the management and handles all guest relation matters brought to his/her attention to the satisfaction of the guest.

A successful candidate should have:

  • Diploma or Bachelor Degree in Hospitality Management or related field.
  • Minimum of 3 years experience in a supervisory level position in Front Office, preferably in a four or five star hotel.
  • Proficiency in Microsoft Office software: Word, Excel, Outlook.
  • Excellent written and spoken English communication skills.
  • Customer service orientation and results driven.
  • Ability to solve problems in a timely manner and make decisions.
  • Excellent Team worker and flexible with good interpersonal skills.

Main duties and responsibilities include but not limited to:

  • Maintain complete knowledge of all the Bespoke Residences units including the geographical layout.
  • Maintain knowledge about all guests staying with us including all VIPs in-house, functions and special events nearby and overall in Dubai.
  • Greets all guests and escorts them to their rooms. 
  • Interacts with all guests as well as individuals outside the premises.
  • Makes courtesy calls to in-house guests.
  • Inspects guest rooms daily, and insures that all in-house guests receive their scheduled cleaning service and amenities as per set standards.
  • Inspects arrival rooms of the day.
  • Prepares Welcome letters/amenities for all guests.
  • During peak period, provides help and support to the back of house Operations, Reservations and is handling check-ins, check outs and guest requests.
  • Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests.  Follows up when necessary.
  • Look out for daily birthdays of in-house guests and ensures the delivery of birthday cards and cakes to their units.
  • Relieves team members when needed.
  • Update guest history profile.
  • Informs other operating departments, notably Housekeeping Department and Limousine section on matters that concern them.
  • Performs related duties and special projects as assigned.
  • Analyze guests’ comments and complaints and produces weekly reports.
  • Informs management of special events, functions, and problems.
  • Keeps a log with all VIP arrivals and requests.
  • Ensure that rooms are assigned according to the reservation & as per guest’s requests.
  • Implements & controls the policies & regulations related to staff health & safety, grooming, service and hygiene.
  • Attends & participates in daily briefings as scheduled.
  • Ensures that the previous day’s cancellations or no-show courtesies are removed from rooms.
  • Prepares a list of guests’ birthdays. For in-house guests, sends a cake and a card signed by everyone, while for guest abroad, sends a birthday card signed by everyone.
  • Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve overall objectives of this position.
  • To understand and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Bespoke Residence policy on Fire, Hygiene, Health & Safety.
  • To ensure that all potential and real hazards are reported and rectified immediately.
  • To understand and strictly adhere to Bespoke Residences Employee rules & regulations.
  • To report for duty punctually wearing the correct uniform and name tag at all times. A polished and professional look is extremely important.
  • Performs any other duties as assigned to him/her by management.
 11  22  111  222  3 [square]  4 [square]  5 [square]