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Guest Service Agent

  • , United Arab Emirates
  • Unspecified

JOB SUMMARY

Please note that this is not an exhaustive list of everything that needs to be done. Associate always find new ways to look after the business, their guests and team members. Within this, the key responsibilities for this position are:


  • Anticipate guest needs, and handle guest inquiries in a helpful and attentive manner.
  • Has a complete knowledge of the resort product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club,
  • Take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard at all times.
  • Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
  • Ensure that handling of all financial transactions is as per the resort policies.
  • Proactive and innovative
  • Keep the supervisor informed of all guest feedback whether positive or negative.
  • To develop a close and harmonious working relationship with all departments.
  • Attend resort events, daily shift briefings and training to improve professional skills.
  • Foster a good relationship with third party companies.
  • Work closely with Concierge and limousine drivers to ensure smooth transfer arrangements for guests.
  • Detailed and ensure proper handover from incoming and outgoing shifts.
  • Answer telephones promptly and accurately and follow telephone etiquettes.
  • Ensure timely follow up of all guest requests and reverts to guests or resort as appropriate.
  • Take ownership of guest’s requests and needs and ensures immediate action as appropriate.
  • Keep Front Office Manager informed of all mishaps, unusual cases and guest feedbacks.
  • Well acquainted with all resort facilities, including the guest room facilities and know all events in the resort.
  • Keep himself/herself updated on the arrivals, departure and transport arrangements for the day.
  • Ensure guest recognition.
  • Is able to identify and acknowledge repeat guests and VIPs.
  • Ensure that each guest interaction is a delightful experience for the guests.
  • Always find a way to exceed guest’s need and expectations.
  • Is well groomed and in proper uniform at all times.
  • Maintain a professional demeanor at all times.
  • Ensure strict compliance to all resort and local laws regarding CID, fire, health, safety and security procedures and actively participate in any training sessions conducted on the aforementioned.

Qualifications
  • High School diploma or Bachelors Degree in Hospitality Management 
  • Previous experience in Front Office operations for at least 1 year, luxury hotel is an advantage
  • Passion for excellent service
  • Excellent team player and great communication skills
  • Knowledge in Opera system is preferable

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