Madinat Jumeirah Resort is presently accepting applications from suitable candidate for the job role of Senior Guest Services Assistant. As a Senior Guest Service Assistant the candidate will be responsible for answering calls and E-Butler messages as the first priority. Support in house and guests calling the hotel main line with all manner of enquiries.
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 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 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
- 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.
What You’ll Do More?
- 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 handed 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
- High School or equivalent.
- Minimum of 5+ years on the job experience in a five star hotel.
Skills and Knowledge Desired
- 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 Guest Services Assistant Madinat Jumeirah Resort
Team Leader (Front Office), Jumeirah World Trade Centre Dubai
