Guest Services Executive

Guest Services Executive Jobs in Dubai, UAE

About the Job:

To be the main point of contact for the guests upon arrival until their departure and to handle all enquiries throughout their stay in a friendly and effective manner always striving to exceed expectations and keeping in mind ‘Everything Considered’. Provide guests a unique and outstanding experience. Exhibit a friendly and professional demeanor in all guest interactions, warmly welcome and orient guests and provide effective and efficient guest service.

Must possess extensive knowledge of respective domain (Spa, Health Club, Front Office Operations & Experience Team) answer all queries associated with facilities, products, and services to all members/guests.  Guide, promote and upsell product and services associated with respective domain (Spa, Health Club, Front Office Operations & Experience Team) where applicable thus contributing to increase sales and repeat business. Answer phones and use applications as per respective domain to handle bookings, scheduling and billing.

The main duties and responsibilities of this role:

• Give a warm welcome to guests on arrival and register them as well as issuing room keys in the appropriate welcome booklet
• Maintains the privacy of all guests by ensuring that we follow the General Data Protection Regulation (GDPR)
• Follow the PCI (Payment Card Industry) policy and procedure
• Follow FRAUD PREVENTION policy and procedure
• Take payment from guests on departure and close their bills correctly
• Be efficient in assisting guests throughout their stay with any requirements
• Sell rooms to walk-in guests at the maximum rate possible
• Ensures that the Guest Services desk is manned, operationally prepared and stocked at all times
• Maintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybody
• Update all information given by guests on the Registration Card on check-in making sure that all required information has been provided
• File all Registration Cards and dockets for in-house guests in appropriate buckets and perform regular bucket-checks
• Neatly file registration cards of departed guests by date and in alphabetical order.
• Scan the passport of every guest on arrival and save the data correctly for the CID Report
• Carry out a Routing Instruction Report regularly and ensure that all required back-up is attached the Registration Cards neatly
• Logs and keeps the immediate supervisor fully informed of all challenges, negative feedback or unusual matters of significance
• Attend the daily handover briefing at the beginning of each shift
• Identify and anticipate guest’s needs and assist in any possible way.
• Open safe deposit boxes for guests ensuring that details and signatures on the record card are completed and correct
• Check and action traces in Opera on arrival and departure as well as setting traces sensibly at all times
• Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
• Take advance payment guarantee on check-in for all guests according to the Resort’s Credit Policy
• Carry out a Credit Check Report on each shift ensuring that all in-house rooms have sufficient credit
• Carry out cashiering duties like foreign currency exchange, paid-outs etc
• Close their individual cashier audit at the end of each shift ensuring that all details balance
• Maintain their cash float, take full responsibility for it ensuring that it is balanced at all times
• Minimize rebates and ensure that they all have sufficient justification, back-up and signatures
• Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Team Leader

About you: 

The ideal candidate for this position will have the following experience and qualifications:

• Previous 5 Star Luxury Hospitality experience
• Strong Communication Skills
• Team Player – Collaborates positively and effectively with others and team
• Flexible and adaptable to changing business needs and processes
• Time Management/ Adherence to schedule

Qualifications

Essential

• Secondary Education
• PMS – Opera
• Time Management
• Handle stress well
• Multi-skilled and able to multi-task List below

Experience

• 2 years front desk experience in a 5-star Hotel.