03 Jun, 2018

Guest Service Agent (UAE Nationals Only)

AED10,400 - AED11,400 monthly
  • JA Resorts & Hotels
  • Dubai - United Arab Emirates
Full time Customer Service Hospitality

Job Description

This position is responsible for ensuring that all guests are given a warm, friendly, courteous, informative and efficient service. Focusing on the personal recognition of the guests, who have booked an executive room, strives to exceed their expectations, to anticipate their needs and to create a memorable experience.

 

Duties and Responsibilities

Operational

  • Welcome guests at the Peacock floor and assist them with check-in procedure as per LQA standards.
  • Ensure all guests are introduced to the entitlements of the Executive Floor.
  • Serve and assist the guests for the duration of their stay, as per the privileges listed on their facilities sheet.    
  • Conduct room checks before guest arrival to ensure that the room is clean and all room preferences and amenities have been arranged.
  • Attend to all guests requests, communicating and following up these with the other departments when necessary.
  • Assist with planning and organizing the holiday itinerary of the guests.
  • Ensure all guest history and preferences are updated in the guest profile and reviewed before guest arrival for guest recognition.
  • Attend and assist the guests in the Executive Lounge.
  • Host the Happy Hour in the Lounge and ensures the set-up is suitable for the attending guests.
  • Ensure all tasks are completed from the checklist and traces are resolved.
  • Make sure that all Resort collateral available at the Executive checklist up to date.
  • Knowledgeable about the products offered at the Resort’s gift corner and actively promotes them.
  • Inform the Line Manager of any unexpected VIP guests, unusual situations and complaints.
  • Ensure that there are sufficient gift corner items available and ensure they are neatly displayed.
  • Update him/herself regularly about resort facilities, activities, outlets operation hours, events etc. and conveys correct information to guests.

Financial

  • Keep track and raise store requisitions for stationery items, newspaper and all other materials related to the Executive Lounge, guest rooms and the Gift Corner.
  • Contribute to the Front Office budget by promoting products and enhancing sales at the Gift Corner.
  • Contribute to the Resort’s overall financial budget by applying upselling practices in the Executive lounge.
  • Maintain records of gift corner sale and distribute the related report to Accounts.

Strategic

  • Has a thorough knowledge of function in the room features, hotel facilities and, equipment.
  • Use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and / or its reputation.
  • Understand concepts like being anticipatory, friendly not familiar, privacy and confidentiality.

People Management

  • Contribute to a team-oriented and associate-oriented company culture.

Care of equipment

  • Ensure timely reporting of malfunction or maintenance deficiencies to appropriate addressee.

Communication

  • Attend briefings, as required.
  • Maintain good relationships with colleagues and contribute to team spirit.
  • Cooperate and interact with other departments to provide additional/outstanding guest services.

Attendance

  • Comply with Time and Attendance policies.

Personal Growth

  • Attend all scheduled training activities.

Grooming & Hygiene

  • Comply with Company grooming & hygiene standards.

Company Policies

  • Adhere to the provisions outlined in the Associate Handbook, company policies and Rules & Regulations.

 

Experience and Skills

Education

  • High School or equivalent.
  • Vocational Diploma or certificate.

Experience

  • Minimum 2 years’ experience in the same role and property rating.

Computer Skills

  • Intermediate - Microsoft Office (Outlook, Word, Excel, Microsoft, PowerPoint)
  • Intermediate – Protel (preferred).

Language Skills

  • Intermediate - English communication skills, written and verbal.

Seniority Level

Entry Level

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