Guest Services Executive Bab Al Shams Desert Resort Kerzner Dubai 

As a Guest Services Executive at Bal Al Shams Desert Resort Kerzner Dubai you will be responsible to carry out all day-to-day guest services tasks and to provide all 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 guests.

Responsibilities of Guest Services Executive

• 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.
• Attend pre-shift and post-shift briefings, stay aware of all communicated information, reported problems, current VIP guests, hotel promotions, and room rates.
• To be aware of local market competition, monitor trends within the industry, and make suggestions on how these could be implemented in our hotel.
• Review all reservations, transportation requests, and room allocations daily. Correct any mistakes before they affect a guest’s stay.
• Ensure all special requests are communicated to other departments as applicable and necessary.
• To be innovative, suggesting new ideas and investigating new ways of doing things or new services for guests.
• 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 specially at departure.
• 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.
• Agents.

Additional Duties

• 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 assigned and when needed or instructed.
• Carry out shifts/tasks when required and perform any other duties that the Duty Manager or Rooms Division Manager may assign from time to time.
• To be always fully aware of all activities taking place in the hotel, the city.
• To be always fully aware of all activities 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.
• Product knowledge should be always in mind.
• 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.

Requirements of Guest Services Executive

• Minimum High School Graduate.
• Hotel Management graduate or Front Office operations certification.
• 2 years in a similar position in a five star hotel.

Skills and Knowledge Desired

• Strong orientation toward 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.

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