Guest Services

Roles and responsibilities

An opportunity has arisen for a Guest Services Executive to join our Front Office team at Jumeirah Marsa Al Arab. The main duties and responsibilities of this role:

• Assisting in pre-registration, check in, check out activities or extended stay requests. Manage group bookings following brand standards.
• Courteously answer all incoming phone calls in a professional and friendly manner.
• Answer all email queries in a professional manner, following standard turnaround time and email etiquettes.
• Accurately and professionally communicate rates associated with facilities, products, and services from respective domain and utilize suggestive selling techniques, demonstrate advantages, and create value for our guests.
• Maintain knowledge in all aspects of facilities, products, and services, associated program, and reservations for respective domain.
• Always maintain a friendly, cheerful, and courteous demeanor while providing personalized service to guests and frequent traveler.
• Greet and serve guests in person or by phone and assist them with bookings and enquiries.
• Greet and serve guests while arriving or departing, provide orientation to facilities etc.
• Managing payments via cash, credit, or debit cards.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• 3 years of experience within the international luxury hospitality industry of Dubai.
• Any additional language will be considered as a plus (Russian/Arabic/French/Spanish/Italian/Mandarin).
• Experience working in a multi-cultural environment.

Desired candidate profile

1. Interpersonal Skills: Building rapport and establishing a friendly connection with guests.

2. Communication: Effectively conveying information, listening actively, and addressing guest inquiries or concerns.

3. Problem-Solving: Quickly and effectively resolving issues to ensure guest satisfaction.

4. Attention to Detail: Noticing and remembering guest preferences, requests, and feedback.

5. Empathy: Understanding and addressing the feelings and needs of guests.

6. Cultural Awareness: Being sensitive to and respectful of diverse backgrounds and preferences.

7. Adaptability: Adjusting to changing situations and guest demands.

8. Team Collaboration: Working with other staff members to provide seamless service.

9. Time Management: Efficiently managing tasks to enhance the guest experience without delays.

10. Product Knowledge: Familiarity with services, amenities, and offerings to provide informed recommendations.

Best Practices

• Welcome Guests Warmly: A friendly greeting sets a positive tone for the interaction.
• Anticipate Needs: Try to foresee what guests might need before they have to ask.
• Follow Up: Check in with guests after service to ensure they are satisfied.
• Handle Complaints Gracefully: Listen to concerns without interruption and offer solutions.
• Personalize Service: Tailor experiences based on individual guest preferences when possible.