Guest Services Associate

Roles and responsibilities

An opportunity has arisen for Guest Services Executive to join the Concierge team at Jumeirah Marsa Al Arab Residences. The main duties and responsibilities of this role:

• Understand the complaints/issues, carry out all the relevant equipment’s to the site, diagnose the situation and the repair needs, carry out repair, replacement and maintenance works as directed/needed.
• To ensure that all guest requests, requirements and complaints are attended to promptly and acted in the correct manner.
• To have a thorough and up-to-date knowledge about the activities in and around town and to establish business contacts for follow up on guest requests.
• To place emphasis on and sell in-house restaurants, facilities and other destinations.
• To book seats for guests in restaurants requested and arrange all other requests (transportation etc.)
• To reconfirm guest flights and leave confirmation messages to guest.
• To check and be familiar with the arrival list, VIP list and departure list on a daily basis.
• To ensure that the Concierge desk, Mail room and store room are all kept neat and in an orderly manner at all times.
• To report and log guest comments ensuring complaints are resolved as soon as possible.

About you:

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

• Previous experience in a multicultural environment.
• Proficiency in English.
• Previous experience in a similar position within a 5* luxury property.
• Any additional languages will be preferred.

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.