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Front Office · The Manor by JA, Dubai
Guest Service Agent
Job Summary:
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:
- Welcome and check guests into the hotel by the established procedures of the JA The Resort
- · Bid farewell to all departing guests
- · Provide a welcome drink /cold towels to guests
- · Monitor and coordinate the sequence of waiting for guests for check-in & check out
- · Ensure personalised check-in and check out process(aware of required protel knowledge & various method of payment knowledge )
- Ensures that daily targets for Room/Meal Plan upselling, JA Discovery and Cross-selling targets are achieved.
- · Maintain active lobby management, assist guests with any inquiry and guide them to the responsible team members
- · Provide accurate information regarding Resort facilities and guest accommodations to ensure total guest satisfaction is achieved as per JA The Resorts standards
- · Ensure that any complaints/comments are handled without delay
- · Ensure that correct data is input onto Protel to develop and maintain a comprehensive guest history system
- Ensures that all the Data entries for DTCM requirements are done according to the existing procedure from DTCM
- · Maintain effective communication with all related departments to ensure a smooth service delivery
- · Promote JA Discovery loyalty program and encourage guests to enrol
- · Ensure that all tasks are completed, and traces are resolved(refer daily Resorts host task list)
- · Ensure that the needs of the guests are anticipated and met and that any further requirements are attended to in a professional manner
- · Ensure tidiness and cleanliness of the lobby and its interior
- · Conduct evening candle-lighting ritual in the lobby
- · Conduct any other assignments given by superiors
- · Ensure that VIP1, 2 and 7 are escorted to rooms on arrival
- Special occasion arrangements
- Ensure that Guest Well-being report is being actioned with courtesy follow up call and meetings
- Ensure that guest invoices are printed to attach with departure letters to send to guest rooms
- · Conduct daily show round to ensure that guests are familiar with Resort Facilities.
- 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.
- Update him/ herself regularly about resort facilities, activities, outlets operation hours, events etc. and conveys correct information to guests.
Department Role Resort Host Locations Front Office · The Manor by JA, Dubai
Guest Service Agent
