About Jumeirah & the Hotel:
At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.
We want you to do well from the beginning, so we’ll give you every chance to impress during the recruitment process. We promise our colleagues a warm welcome and will help you feel part of our Jumeirah family from day one. You can rely on us to support you as you settle into your journey with us and make Jumeirah ‘Your Place to Shine’.
Jumeirah Creekside is a contemporary lifestyle hotel located 2km from Dubai International Airport in the heart of old Dubai. Set in landscaped grounds overlooking Dubai Creek, the hotel offers 292 rooms and suites, 21 meeting rooms, four restaurants, an award-winning spa and access to sports and leisure complex, The Aviation Club. Designed from the outset to connect the hotel to the region’s vibrant arts and cultural heritage, Jumeirah Creekside Hotel houses one of Dubai’s largest art collections – a specially commissioned collection of 482 pieces by 52 artists with roots from the Middle East. Rooted in the cultural and cosmopolitan essence of Dubai, the property combines comfort and unrivalled connectivity with true Arabian hospitality for the ultimate business and leisure experience.
About the Job:
To be able to supervise the daily operation at the reception and to be able to assist the team and maintain a level of supervision within the department by proactive and interactive leadership. Oversee Team (group of Colleagues) and mentor, coach, guide and motivate them to perform their Job effectively. The objective is to achieve goals that contribute to the growth of Organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
The main duties and responsibilities of this role:
- To ensure that all guest queries are replied with the correct information and in a timely period.
- To be an effective listener and communicator, able to deal with guests request or queries to the highest level of performance.
- Attend the daily handover briefing at the beginning of each shift.
- Supervise daily operation and delegates tasks to each team member
- Ensure that all current promotional and or activity information is communicated to the team and update notice boards.
- 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.
- Handle any guest complaints and ensure that the issue is resolved in a timely manner. Ensure the duty manager is involved if the problem escalates or needs management presence.
- Give a warm welcome to guests on arrival and check in guests as per hotels policy and procedures.
- Complete a quick and efficient check in and encourage guests to scan the barcode available on the guest service desk, in the rooms or on their TV screens for hotels directory/information.
- Ensure to follow guest registration in CID system (VICAS) per CID policy and procedure and update the system correctly during check-ins and check-outs to avoid tourism dirham fines by DTCM.
- Be efficient to identify and anticipate guest’s needs and assist in any possible way.
- Logs and keeps the immediate supervisor fully informed of all challenges, negative feedbacks or unusual matters of significance.
- Give a warm welcome to guests on arrival and check in guests as per hotels policy and procedures.
- Bid fond farewell to guest on departure and follow hotels check out policy and procedure
- Follow Jumeirah finance policies and procedures for all payments and finance related tasks.
- Follow all security policies and procedures and attend all security trainings related to emergency evacuating operating procedure.
- Follow Jumeirah data entry standards
- Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.
- Ensure to complete all Front Office related tasks on the Guest Service Executive shift checklist and submit the daily online shift checklist at the end of the shift.
- Send the daily DTCM report via the DTCM portal
- Assist guests with safe deposit box requests following hotels policy and procedure.
- Ensure to check the daily bucket check reports for discrepancies and action on resolving them.
- Check and action traces in Opera during your shift
- Follow up on the Credit Check Report on each shift ensuring that all in-house rooms have sufficient credit.
- To ensure that rooms are allocated for the day and next day according to the guest’s requests and preferences.
- Communicate on daily basis with Housekeeping in regards of Room Moves, special requests, OOO/OOS rooms and ensure that all relevant departments are advised of guests’ specific requests/ preferences prior to their arrival.
- Carry out cashiering duties like foreign currency exchange, paid-outs etc. and close the cashier audit at the end of each shift ensuring that all details balance and remittance envelope is filled in correctly and dropped to the security safe box before leaving the hotel after your shift as per finance policy and procedure.
- Take full responsibility of personal cash float issued by finance ensuring that it is balanced at all times.
- Minimize rebates and ensure that they all have sufficient justification, back-up and signatures as per finance policy and procedure.
- Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/ Duty Manager.
- Attend trainings as per schedule and complete all trainings before the set deadline announced.
- Ensure training sessions are conducted as per the training plan, calculate training hours for the month and forward it to the L&D department.
- Ensure that all daily tasks of GSE’s are carried out on time (preparing arrivals, preparing departures, bucket check, High Balance, Check-outs VICAS)
- Ensure that all checked out registration cards are stored correctly at the end of each month
- To make sure the no-shows and pre-registered guests who did not arrive are charged
- Monitor performance of Guest Service Executives and provide feedback & coaching to ensure they are maintaining defined standards.
- Assist in maintaining accurate guest history records-including the recording of guest information received from other hotel departments and the guest's preferences: ensure all relevant departments are advised of guest specific requests/preferences prior to their arrival.
- Prepare the daily VIP arrivals list ensuring that the correct rooms are allocated for VIP guests depending on their demands and guest history feedback.
- Update Housekeeping with rooms for fogging as per procedure in place.
- Work to achieve the departments objectives in order to achieve targets and KPI’s (Jumeirah One/ Up selling etc.)
- Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
- Adhere to step-by-step procedures of the department.
- Adhere to Jumeirah Code of Conduct and Ethic
Qualifications
Essential
- Able to communicate effectively and to respond well (switched on) to questions and requests.
- Enthusiastic and eager
- Portrays self-confidence.
- Able to work in a team, i.e. caring about other team members and open towards other nationalities
- Familiar with PMS – Opera
- Multi-skilled, all measurable or observable knowledge, skills, abilities, and/or behaviors that is needed to succeed in performing the job technical competencies
About you:
The ideal candidate for this position will have the following experience and qualifications:
- Previous 5 Star Luxury Hospitality experience
- Strong Communication Skills
- Accustomed to handling customer complaints.
- Team Player - Collaborates positively and effectively with others and team
- Flexible and adaptable to changing business needs and processes
- Time Management/ Adherence to schedule
About Benefits:
We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer reduced hotel rates across our properties globally, excellent care package, flights home, accommodation, health insurance, up to 50% discount off Jumeirah F&B Outlets.
