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Guest Service Executive

  • , United Arab Emirates
  • Unspecified

Core Functions:

  • Ensures efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services

Duties / Responsibilities: 
  • Builds relationship with guests to delight and gain loyalty.
  • Meets and greets all guests on arrival and in-house guests.
  • Ensures all interaction with guests is handled professionally and care adhering to hotel’s policies and procedures.
  • Be well verse with the daily arrival and the type of guests arriving.
  • Assists with registration and to get full details required from guests.
  • Escorts VIPs, long staying guests, regular guests and other guests who need assistance to their rooms.
  • Performs In-room check-in as appropriate.
  • Ensures all amenities are in room prior to guest arrival.
  • Takes ownership in solving guest problem and concern.
  • Updates guests’ needs and request inside the guest profile.
  • Assists guest to reconfirm or change flight and informs guests of the status.
  • Assists guests with luggage upon check-in and checkout.
  • Ensures guest is properly checkout from the system.
  • Ensures that all accounting policies and procedures are followed at all times.
  • Achieves customers’ expectations and performance targets of the department.
  • Ensures all arrival guest profiles are updated correctly.
  • Ensures all guest profiles are merged correctly to have detailed guest history recorded
  • Ensures that all reception emails are responded in a timely manners
  • Ensures that all late departure rooms are physically checked and report given to the Duty Manager.
  • Ensures that no show bookings are charged on the daily basis, and report submitted to the Duty Manager.
  • Ensures all arrival rooms are assigned and rooms inspected prior to the guest arrival.
  • Ensures that all late departure/early arrival fees are charged correctly.
  • Carries out the credit check report (high balance) when assigned to do so by the Duty Manager.
  • Performs all Guest Service Executive/Relation duties when required.
  • Adheres to the hotel’s policy relating to fire, hygiene, health and safety.

Skills/Qualifications:
  • Strong orientation towards customer service
  • Highly organized and proactive
  • Initiative and Commitment to Achieve
  • Effective Communication
  • Attention to detail
  • Problem solving and decision making

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