Guest Experience Coordinator
Job Description
We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As a Guest Experience Coordinator you are responsible to facilitate the guest’s arrival and departure by streamlining the operation and communication within the Front Office and other departments, ensuring every guest stay will become a memorable experience whereby your role will include key responsibilities such as:
• Maintain effective communication with all related departments to ensure a smooth service delivery
• Deal promptly, efficiently and pleasantly with any queries and resolve guest complaints that may arise
• Maintain good working relationship with all Front Office colleagues with particular emphasis on Guest Services and Front Desk
• Ensure that the guest receive the accommodation he / she is expecting
• Coordinate with all Managers and Supervisors of Front Office to ensure that daily Front Office operations run smoothly
• Coordinate with all other operational departments to ensure all requirements are communicated effectively and efficiently
• Attend to all guest inquires, that are directed to them, in a professional and helpful manner
• Ensure all arriving guests rooms are either assigned prior to arrival or are sufficiently available for the Front Desk to allocate upon arrival
• Maintain an up to date knowledge of all groups in terms of arrival, stay and departure requirements and communicate this with the department
• Ensure all guest billing is prepared prior to departure to avoid any delays or discrepancies
• Ensure that rooms control and room revenue controls are in place
• Ensure all accounting auditing practices are in line with company practices and governmental requirements, check audits and registration cards before sending them to accounts
• Assist the Guest Service team in the lobby when required
• Know all the emergency procedures and general crisis situation management, including fire and emergency procedures, procedures of handling of Fire Panel, ensuring guest and colleagues safety is followed by all team members
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment
• Comply with the hotel environmental, health and safety policies and procedures
Skills
Education, Qualifications & Experiences You should ideally have a degree in the hospitality field with previous experiences in the Front Office Department within a hotel. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literate and knowledge of Opera will be highly regarded.
Knowledge & Competencies
The ideal candidate will be well versed in Guest Relations and Executive Club operations with excellent presentation and communication skills as well as a high aptitude for customer care. You are an extremely proactive and ‘switched on’ person with an outgoing, charismatic and approachable character. You should work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies:
Understanding Hotel Operations
Effective Communication
Planning for Business
Supervising People
Understanding Differences
Supervising Operations
Teamwork
Adaptability
Customer Focus
Drive for Results
Job Location Abu Dhabi, UAE An award-winning city resort with a prime waterside location and an enviable selection of modern leisure, dining and business facilities, Beach Rotana Abu Dhabi is much more than a hotel; it is a one-of-a-kind destination. This iconic five-star property, which is popular among discerning business and leisure travellers, as well as UAE residents, is an urban retreat with something for eve... ryone. It provides direct access to the shops, services and entertainment attractions at adjacent Abu Dhabi Mall and is just minutes from the new Central Business District and Abu Dhabi National Exhibition Centre (ADNEC). Cultural and leisure attractions are also close by, from Sheikh Zayed Grand Mosque, Qasr Al Watan at the Presidential Palace and The Louvre Abu Dhabi to the stunning Corniche, Saadiyat Island and Yas Island with its fun theme parks. With Abu Dhabi International Airport just a 30-minute drive away, Beach Rotana offers guests the luxury of convenience during their stay. Escape the bustle of city life at Beach Rotana Abu Dhabi, which embraces you in the warmth of traditional Arabian hospitality as you step inside the lobby. Feel at home and relaxed in our 565 rooms, suites and serviced apartments, furnished to the highest standards and indulging you with stunning waterside or city views. With 12 remarkable and eclectic dining experiences under one roof, Beach Rotana Abu Dhabi is a gastronomic destination like no other. From succulent seafood at our popular over-water restaurant Finz, freshly-made Italian fare at Prego’s, Indian fusion delights at Indigo and fine steaks at Rodeo Grill, to exotic French-Polynesian dishes at Trader Vic’s, authentic German cuisine at Brauhaus and American-Japanese favourites at Benihana and so much more, you are spoiled for choice. Cafés, lounges, beach bars and in-room dining are also part of our impressive culinary offering.
