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Job Summary
To carry out all day-to-day guest services tasks and to provide all our guests & visitors with a warm welcome and assistance during the time spent in the hotel as well as to ensure efficient, prompt, courteous, consistent quality and proactive service for all our guests.
Key Duties And Responsibilities
- To adhere to the department’s Standard Operating Procedures at all times.
- To be aware of the departmental fire evacuation procedures.
- To work together with all other Front Office and hotel employees and to fully cooperate with staff from other sections and hotel departments at all times.
- To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and share strategies/ideas to address potential service shortfalls.
- To attend pre-shift and post-shift briefings and be aware of all information communicated, all problems reported and all current VIP guests, hotel promotions and room rates.
- To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel.
- To review all reservations, transportation requests and room allocations daily and to correct any mistakes before they affect a guest’s stay and also to ensure that all special requests are communicated to other departments as applicable & necessary.
- To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests.
- To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the Front Office Manager is fully informed about all complaints/issues.
- To make sure that all Guest Services working materials/equipment, areas, signage and vehicles are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification.
- To work in a safe manner and to keep work related accidents and sick leave to a minimum as well as to adhere to all laws & regulations of the UAE at all times.
- To be fully aware of the hotel’s credit policy and to adhere to all aspects of the credit policy at all times.
- To actively promote all ongoing incentive programs and guest questionnaires as well as seek general feedback from guests.
- To interact and communicate with guests & colleagues in a courteous, friendly, open and honest manner at all times.
- To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times.
- To be consistently well groomed & professional in appearance and to wear the appropriate uniform and name badge at all times.
- To attend departmental meetings and hotel training programs as and when needed or instructed.
- To carry out shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management.
- To be always fully aware of all activities taking place in the hotel, the city and the region, so that guests consistently receive up-to-date and correct information.
- To maintain effective key control and to liaise with the Security Department in all matters concerning guest-room security.
- To actively seek to increase room occupancy, average room rate and uptake of all other hotel services at all times.
- To be fully familiar with the hotel and conversant with all hotel services and the opening & closing times of all outlets.
- To liaise regularly with other Front Office sections, e.g. Bell Desk, Reception, etc., to ensure that all guests and visitors are provided with a seamless service experience.
- To ensure that all guests and visitors are fully informed of all hotel services/facilities and that they are also explained all conditions related to their stay in the hotel.
- To actively listen to guests and visitors at all times and to strive to answer all questions and solve all issues/problems in a guest-focused manner.
- To adhere to pre-set availability and rate controls and ensure that all refused business is recorded correctly (turn-aways).
- To ensure and maintain the security of information regarding customers and employees of the hotel at all times.
- To maximize revenue by up-selling and ensuring that all services are charged for as/when applicable.
- To maintain the VIP, LSG and regular guests’ profiles in the hotel’s PMS and to ensure that the profile information is correct and that guest preferences are up-to-date at all times.
- To assist with all group and VIP arrivals and stays, working together with Reception and all other hotel departments, so that arrival, stay and departure of such guests run smoothly and according to the hotel’s standards.
- To ensure that the cupboard containing VIP amenities/gifts and other Guest Services information is always kept clean, well-organized, sufficiently stocked and securely locked when not in use.
- To ensure that all VIP and Suite guests are assisted during their arrival, stay and departure and that they are given all necessary information to make their time with us as enjoyable as possible.
- To anticipate our guests’ and visitors’ needs whenever possible and to act pro-actively to provide them with the best possible hotel experience.
- To oversee the lobby areas and to assist all guests/visitors with any enquiries they may have as well as to ensure that all lobby areas are always clean and all items are in good working order.
Skills, Experience & Educational Requirements
- Minimum High School Graduate.
- Hotel Management graduate or Front Office operations certification.
- 2 years in similar position in a five star hotel.
- Strong orientation towards customer service.
- Highly organized and proactive.
- Initiative and Commitment to Achieve.
- Effective Communication.
- Attention to detail.
- Problem solving and decision making.
- Leadership skills.
- Customer focused.
- Team work.
- Interpersonal skills.
