Full job description

Job Summary

To carry out all day-to-day guest services tasks and to provide all our 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 our guests.

Key Duties And Responsibilities

• 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.
• To attend pre-shift and post-shift briefings and be aware of all information communicated, all problems reported and all current VIP guests, hotel promotions and room rates.
• To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel.
• To review all reservations, transportation requests and room allocations daily and to correct any mistakes before they affect a guest’s stay and also to ensure that all special requests are communicated to other departments as applicable & necessary.
• To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests.
• To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the Front Office Manager is fully informed about all complaints/issues.
• To make sure that all Guest Services working materials/equipment, areas, signage and vehicles are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification.
• 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.

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