
Guest Service Agent Radisson Beach Resort Palm Jumeirah Dubai
Full time @Four Seasons posted 11 months ago Shortlist Email JobJob Detail
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Job ID 11221
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Career Level Fresh
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Experience Fresh
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Gender Female|Male
Job Description
As a Guest Service Agent at Radisson Beach Resort Palm Jumeirah Dubai you will be responsible to provide a warm, uncompromising and bespoke arrival experience 24 hours a day, 7 days a week. Creating an uncompromising first impression is paramount to an experience beyond guests’ expectation. To perform check-in and check-out, welcome guests to the hotel, being attentive and anticipate guest needs, answer guest’s questions and resolve guest’s problems, contributes to the building of a strong social community which keeps guests connected.
Responsibilities of Guest Service Agent
- To be an ambassador of the Front Office and the hotel, in and outside the work place.
- To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
- To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
- To personally greet and escort the guests rather than pointing out directions.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.
- To properly use the supplies, equipment and to ask for requisitions accordingly.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it.
- To call the Duty Manager, AFOM or FOM for advice in serious cases or if an approval is required.
- To ensure a proper use of the telephone etiquette as per standards.
- To always keep the working area clean and well maintained.
- To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly.
- To be aware of and to report all guest comments or complaints.
- To be aware of all VIPs visiting or staying in the hotel.
- To maintain an accurate Guest History.
- To daily handle the guest files and folios, ensuring that all the immigration, financial and audit procedures are fully respected.
- To do a proper cashier closer and to ensure a complete handover between the shifts.
- To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
Additional Responsibilities
- To check the departure lists and to ensure check out times are respected.
- To monitor room status and discrepancies.
- To properly use all the equipment and EMMA system, to have a perfect knowledge of the set ups.
- To strictly respect the room keys and section keys handover procedures.
- To daily follow the checklists.
- To assist in securing external guest accommodation should an overbooking occur.
- To respect schedules, terms and deadlines as agreed with the Management.
- To daily read the F/O logbook, to update it and to sign it.
- To be aware of all hotel facilities operating timing and to promote the internal activities and events.
- To up sell Rooms and other facilities whenever opportunities arise.
- To liaise closely with the Sales and Reservations on rate management.
- To attend a daily briefing with the Front Office team to recapitulate tasks and activity.
- To maintain an atmosphere of high morale and a happy working relationship among the team.
- Report suspicious characters or suspect packages.
- To report for duty punctually wearing the correct uniform and name tag.
- To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
- To provide friendly, courteous and professional service at all times.
- To maintain good working relationships with all colleagues.
- To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments / areas if required, to meet business demands and guest service needs.
- To attend trainings and meetings as and when required.
Requirements of Guest Service Agent
- High school or equivalent education.
- At least 2 years of experience within the hospitality industry as Guest Service Agent.
Skills and Knowledge Desired
- Communication skills.
- Organisational skills.
- Information system knowledge.
- Guest focus.
- Problem solving skills.
- Must be able to speak, read, write and understand English and preferably another language like Russian, German, Spanish etc.
- Good computer skills.
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