Guest Services Assistant

About the Job:

An exciting opportunity has arisen for an experienced Guest Services Assistant to join the team in Jumeirah Emirates Towers. The main purpose of this role is to be responsible for the speedy and courteous answering of the incoming calls both internal and external in a warm and friendly tone and providing smooth and efficient operation and maintain professional handling of the telecommunication operation. Your key responsibilities will include:

• At all times sounds pleased to handle the call and take care to speak distinctly with a pleasant tone of voice
• Maintains the privacy of all guests by ensuring that we follow the General Data Protection Regulation (GDPR)
• Follow the PCI (Payment Card Industry) policy and procedure
• Follow FRAUD PREVENTION policy and procedure
• Reads the logbook to get all the information needed and take verbal handover from the preceding Operators on duty.
• Checks the e-mail for important messages.
• Checks all the instruments in the department, all the PC consoles, Opera, and all the stationery in the department as well.
• Checks the DND sheet and do the required procedures accordingly.
• Reads the whiteboard and the notice board for further information such as, who is the manager on duty, HK, Engineering, duty mobile, etc.
• Checks the fax machine and the status of the paper.
• Updates the white board by the following information with required operational information.
• Print out emergency reports for hotel every 5AM, 11AM and 5PM hours, and save every 12AM, 8AM, 12PM, 4PM and 08PM.
• Gives a proper handover to the following shift.
• Assist with callers’ request or pass it on to the concerned department/room number
• Handle all incoming and outgoing faxes for guests/departments.
• Handle messages for in-house and expected guests.
• Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring satisfaction in service provided HotSOS
• Escalate any expression of the guest satisfaction to the senior colleague on duty immediately and raise R4.
• Ensure all wake calls are correctly written in the HotSOS report.
• Ensure all wake calls are given on time and written in a clear readable handwriting
• Clear all doubts and cross check all wake up calls before leaving the shift.
• Handle shift responsibilities in the absence of a Team leader.
• Update hotel extension list regularly.
• Maintain discipline and a low tone of voice in the department to avoid background noise
• Maintain grooming as per the company’s grooming standards
• Assist new colleagues with the day-to-day operations.
• Assist in generating revenue by using the techniques of up-selling and suggestive selling.
• Have high product knowledge about Jumeirah Hotels & Resorts.(JCH)

About You:

• Min 01 year Hotel Experience in Front Office.
• Basic Computer Knowledge, i.e. Internet, Outlook.
• PMS - Opera
• Accustomed to handling customer complaints
• Able to communicate effectively and to respond well (switched on) to questions and requests
• Well groomed/presented
• Enthusiastic and eager
• Portrays self confidence
• Well versed spoken and written English, assertive communication style

DESIRED

• Additional Language: Arabic, Russian, Chinese or European language