Guest Relation Ambassador

United Arab Emirates (AE)
09 Jan 2017
06 Feb 2017
Job Level

Metropolitan Hotel Dubai is looking for a Guest Relation Ambassador, to perform the duties and responsibilities as follows;

  • Is in charge of the Guest Relation Team and supports the Front Office Manager with the execution of his duties.
  • Is the hotels custodial of Guests comfort and well being.
  • Is often the bridge between the guest and the rest of the hotel.  
  • To provide courteous, professional, efficient and flexible service at all times, following Metropolitan Hotel Dubai Standards of Performance.
  • To attend to all guests who approach the Guest Relation desk or who appear lost in the lobby.
  • To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks in the assigned place of work
  • To be entirely flexible and be able to be rotated within the different sub departments of the Rooms Division or any other Department of the hotel as assigned and as necessary.
  • To arrange courier services for guests.
  • To reconfirm flight tickets and handle flight arrangements.
  • To adhere to the telephone procedure of handling calls.
  • To be aware of all hotel activities and Food and Beverage promotions.
  • To hand over the pending points for the next shift for proper follow up and action.
  • To be fully conversant with all services and facilities offered by the hotel.
  • To perform opening and closing procedures established for the place of work as assigned.
  • To assist with foreign exchange transactions according to standard procedures, via hotel cashier
  • To ensure that the Front Office Manager signs all rebates and paid outs vouchers.  They should be clearly explained and supported
  • To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up sell alternatives.
  • To ensure that the place of work and surrounding area is kept clean and organized at all times.
  • To monitor operating supplies and reduce spoilage and wastage.
  • To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
  • To maintain regular contact with long stay and suite guests so as to ensure their stay is an enjoyable one, report guests feedback to immediate supervisor.
  • To follow up on guest comment and complaints.
  • To ensure that the guests are offered the highest level of personalized service at all times.
  • To input the guest questioners response and comments in the system under guest profile.
  • To ensure an effective and regular communication with Housekeeping.
  • To check and coordinate the allocation of rooms for all guests and follow up on the special requirements requested by the guest that it is met.
  • To actively participate in administrating the guest recognition and guest retention programs, in liaison with Front Office Manager.
  • To be aware of the rooms situation and strive to obtain maximum occupancy
  • To meet, greet and escort all guests to their rooms upon check-in to the hotel.
  • To be able to explain and show the guests all the facilities in the room.
  • To ensure that all departmental reports and correspondence are completed punctually and accurately
  • Over looks the guest transport and ensures that the hotel cars, own and out sourced are in perfect condition at all time
  • Is to be a very visible person in the hotel lobby and surrounding are.
  • Checks the Executive floor from time to time and has close working relationship with the Executive Floor Manager.