Area: Guest Experience and Customer Service Location: Dubai, AE
Structuring Tasks:
Assists and participate in the daily pre-shift meetings (Energize ME).
Perfectly carries out brand standards on both a department and hotel level.
Complies with assigned deadlines and always maintains high standards in their work.
Defends the image of the property and Brand at all times.
Responsible of becoming a prime example of exceptional and personalised service, being proactive, showing initiative and constantly demonstrating team work with other departments.
Works as part of a team to accomplish a unified goal.
Has optimum knowledge, understands, lives and breathes the mission, culture and spirit of the Brand. Expresses enthusiasm, energy and positive vibes within the organisation. Always acts according to company ethics and values.
Has the finest knowledge of all hotel services such as the opening hours, products and details of every outlet.
Greets both internal and external clients with a welcoming smile expressing genuine warmth at all times.
Responsible of answering all external and internal calls, providing personalised, informative and professional service, doing all possible to surpass guest’s expectations and providing exactly what they require.
Deals with all telephone calls in a professional manner with a warm and welcoming tone in their voice.
Always answers the phone within the first three rings.
Is fully knowledgeable of the daily hotel situation (Occupancy, average room rate, groups and conventions in house, latest package and offers, VIPs…).
Is an ambassador of knowledge of the latest cultural events in the city, fashion shows, and ultimate events.
Responsible of communicating evacuation orders in emergency situations.
Responsible of following up on guest incidents and requests, ensuring the correct realisation and closure of requirements, therefore ensuring guest satisfaction.
Organises and files all information required on a daily operative basis (check lists, wake up calls etc.).
Responsible of taking room service orders and ensuring the correct delivery regarding both timing and product, therefore ensuring guest satisfaction (when F&B department is run by hotel).
Responsible for making sure all direct lines are up and running.
Responsible for keeping a detailed inventory and following up on all items available for guests (console games, games remote controls, cd and book library, iPod s and iPad control etc.).
Responsible for following up on every review pro questionnaire on behalf of the Guest experience team by contacting the guest by e mail.
Responsible for increase the loyalty rate via the Market Metrix questionnaire.
Guest Service Line should avoid transferring as many calls as possible and deal with the request of each guest personally unless receiving a specialised demand that can only be dealt by other departments. Calls should also be transferred when the department in question can deliver a more personalised and detailed service. Examples are the following:
External restaurant reservations – Transferred to Concierge
Internal restaurant reservations – Dealt with by Guest Service Line
Internal VIP table reservations and special requests – Transferred
to the outlet in question due to being specialised and involving
upselling opportunities
Tourist information and guide bookings – Transferred to Concierge
Information on how to get to the city centre, how to get to the airport etc. – Dealt with by Guest Service Line
Basic information on food types, cocktail menus etc. in hotel outlets – Dealt with by Guest Service Line
Detailed information and recommendations on menu offerings (dishes, cocktails) in outlets – Transferred to Outlets in question
Secretarial work – printing, boarding passes etc. – Dealt with by Guest Service Line
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