Key Duties and Responsibilities:

• Welcome and assist all VIP guests with the following tasks: Check-in of guests, escorting of VIP guests, concierge enquiries and any other requests and guest orientation of the resort.
• At the start of the shift to take note of all VIP arrivals and ensure that all special requests have been met and auctioned.
• Ensure all VIP arrival guests as per the daily arrival lists are greeted warmly and personalized as per standard procedures.
• Adhere to all Resort rules and regulations as per Service Standard Policies and procedures, and follow all communications briefed by the Manager.
• Attend departmental briefing at the start of each shift and submit daily arrival lists with comments and remarks of respective guests.
• Communicate any special requests or comments immediately to the team and to the Manager.
• Have a good knowledge of all attractions, sales promotions and resort activities at all times.
• Have thorough knowledge of the resort layout to assist the guest with any requested directions or tour of the resort.
• Recognize all guests celebrating a special occasion during check-in and ensure that all required departments and actions are taken to for the celebration.
• Update all guests’ profile in opera and after check-in and ensure all passports’ scanned copies are attached to the registration cards.
• All registration cards should be dropped at the end of the shift at the Front Desk back office.
• Organize any special amenities for VIP arrivals and complaints handling or special celebration.
• Carry out the daily courtesy calls to check on guest satisfaction and update the Team Leaders of any issue for special actions.
• Ensure that resort collaterals stocks are in place and set-up to be given to VIP guests and ensure checking with marketing for any new updates.
• Ensure that agreed magazines titles and newspapers are placed according to instructions.
• Ensure room allocation is done as per guest’s requests as much as possible.
• Follow-up with housekeeping of any pending queue rooms and priority rooms for arrivals and service.
• Liaise with the airport team to monitor guest arrival and inform the Team Leaders and Managers of the location and arrival time of the guest to the resort.
• Communicate guests transport requests correctly and timely as per resort standards.
• Be trained in emergency procedures and basic first aid.
• Be flexible in working hours and schedules as per occupancy requirements.

Suitable candidate will be reporting directly to the Assistant Guest Experience Manager. He/She must be highly qualified and must have at least 1-2 years’ experience in a similar role in an upscale luxury hospitality industry or five-star hotels. He/She must have customer service & reservations background with strong attention to details and analytical skills, must be able to work under pressure and meet strict deadlines. Excellent English communication skills are required, and fluency in Russian or Arabic is mandatory. Proficiency in additional languages will be considered an advantage.

Computer literacy including relevant software and experience in using an Opera system. Middle East/GCC experience is an advantage.

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