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Guest Relations Executive - Saadiyat Beach Club

  • United Arab Emirates, Middle East
  • Unspecified

SCOPE

The position requires the ability to assist operations to ensure brand compliance and overall exemplary guest satisfaction. She/he must ensure all members and guests are given personalized, warm, friendly, courteous, and efficient service at all times. Assist with the outdoor floor when needed and registering guests, establishing payment, and complying with brand standards in all facets of Front of House Operation


OVERALL OBJECTIVES

The job of a Guest Relations Executive is executed satisfactorily when:

  • All rules & regulations strictly adhere within the company including internal policy, as well as local regulations in the UAE.
  • Maintain a high standard when it comes to all related customer service and guest experiences.
  • Actively engage with our members, and guests to ensure a smooth and memorable experience in the Club.
  • Maintain a good rapport and working relationship with colleagues in the department and all other departments


MAIN RESPONSIBILITIES

Operational:

  • Answering and distributing all Telephone or Emails of members and other guests.
  • All cashiering and collection of revenue.
  • Adhere to all payments, cash handling, and credit policies & procedures.
  • To assist department objectives in order to achieve targets.
  • Answer telephone, screen, and direct calls
  • Take and relay messages
  • Provide information to customers and personalized check-in to all VIP guests
  • Greet persons entering the club
  • Direct persons to correct destination
  • Deal with queries from the public and customers
  • Ensures knowledge of staff movements in and out of the organization
  • General administrative and clerical support
  • Prepare letters and documents
  • Receive and sort mail and deliveries
  • Tidy and maintain the reception area
  • Report problems to the Supervisor with suggestions for resolution.
  • Operate the department in the absence of the Supervisor.
  • Participate in special initiatives.
  • To be ready to work willingly on any assignment given.
  • Assist with outdoor floor sometimes
  • Assist with Guest complains and inquires
  • Assist the reception supervisor and team leader when required
  • Attend the daily handover briefing at the beginning of every shift
  • Maintaining handling cash float
  • Conduct check-ins and check-outs reports with accordance to the procedure
  • Comply with Guest relations Standard Operating procedures


Financial:

  • Work towards maximizing revenue by up selling the cabanas and memberships to all the guests
  • Close the cashier at the end of every shift ensuring that it’s balanced at all the times.


Others:

  • Adhere to all Saadiyat Beach Club guiding Principles and Hallmarks
  • Comply with the Club’s health, safety, Covid19 guidelines, and hygiene procedures and products.
  • Be aware of fire and emergency procedure


Customer Service Orientation (Internal and External):

  • Proactively assists customers
  • Takes responsibility for identifying and meeting customers’ needs
  • Greets guests before they greet them
  • Never say “No’’ to the guest


Appearance and Presentation:

  • Uses positive body language
  • Personal presentation reflects a positive and professional image
  • Adheres to company and departmental grooming standards


Work Practices:

  • Follows the Standard operating procedures and policies
  • Accepts direction willingly and supports managers’ decision
  • Keeps area clean and organized
  • Follows safe healthy work practices
  • Work positively with others and contributes actively to promoting a healthy team spirit
  • Assist others willingly
  • Values differences within the team


Additional objectives and responsibilities can be added at any time, depending on the need of the business and the Club.


CORE COMPETENCIES:

  • Highly motivated and extremely confident
  • Ability to work under pressure
  • Excellent organizational and communication skills
  • Must be able to have knowledge of the club promotion and the club background itself
  • Excellent in FOH system like Opera
  • Excellent command of English both written and oral, second language advantageous.


Education and Experience:

  • 2 years Hotel and experience in a 5-star environment in Front Office.
  • The position requires Opera System knowledge, competency in Opera applications, and the ability to effectively communicate with all levels of colleagues and Management.


Physical Requirements:

  • Prolonged periods of standing.

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