Job Description
Madinat Jumeirah Resort is presently accepting applications from suitable candidate for the job role of Senior Guest Services Assistant. The opening of Resort is scheduled this month, so this vacancy has been posted by the hotel for desirous applicants to hurriedly apply and make use of this fleeting opportunity.
Responsibilities of Senior Guest Services Assistant
- Answer all calls according to the set standards in the department training
- Adhering to the set standards of all departments SOP’s, Training Manual and department Team Site
- Assist with guest requests in a pro-active manner that demonstrates HEART values
- Maintain a professional tone of voice while communicating with guests, callers and colleagues • Use of correct English and phrases in both verbal and written communication with guests
- Handle E-Butler messages from in house guests with all types of enquiries
- Handle emails regarding restaurant reservations giving clear, pre-emptive and creating opportunities to delight our guests
- Follow up all relevant duties and requests
- Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring they are satisfied. Use all opportunities to exceed our guests expectations.
- Read, understand and attend the daily briefing every day whilst on shift
- Escalate any expression of the guest satisfaction to the senior colleague on duty immediately.
What You’ll Do More?
- Check all guest requests and reports through Service One in cases of a guest complaint
- Indorse all guest requests into HotSOS.
- Update and hand over all DND’s, incognitos, messages and instructions on a shift to shift basis. HotSOS is to be opened and terminated for record
- Ensure all wake calls are correctly written in the master sheet
- Ensure all wake calls are given on time and written in a clear readable handwriting
- Check all wake up calls and ensure all are correctly hand over to the incoming shift
- Update all information on the information boards/white boards.
- Perform any related duties and special projects as requested by the Restaurant Reservations & Service One/Telecommunications Manager
- Adhere to Jumeirah’s Guiding Principles and Hallmarks and Vision
- Be aware of the hotel’s fire and emergency procedure.
- Attend all relevant and mandatory trainings and communication meetings
- Follow all emergency procedures as per requirement
- Comply with the Resort’s Health, Safety and Hygiene policy and maintain
- Grooming standards, proper body posture and a positive approach and attitude at all times
- Keep the relevant managers informed of all guest complaints and discrepancies
- Adhering to Jumeirah/department procedures, rules and regulations at all times
- Perform any related duties and special projects as requested by the Manager/TL.
- Keep personal lockers and operator stations clean.
- Adhering to Jumeirah Guiding Principles and Hallmarks
- Assist newly joined colleagues on the job duties of a Telephone/Service One Operator
- Have high product knowledge about Madinat Jumeirah and other Jumeirah unit
Requirements of Senior Guest Services Assistant
The requirements of Senior Guest Services Assistant are as under:
- High School or equivalent.
- 2-3 years of experience in the relevant fied.
Skills and Knowledge Desired
- Minimum of five years on the job experience in a five star hotel.
- Five Star Hotel operating procedures.
- Telephone or Hostess experience.
- Excellent written and communication skills in English.
- Able to assist and handle day to day challenges and situations.
- Maintain world class operational standards.
- Additional language advantage.
Senior Waiter/Waitress Jumeirah Al Qasr
