Guest Relations Specialist

Roles and responsibilities

An exciting opportunity has arisen for a Seasonal Guest Relation Executive - Food & Beverage Service in Jumeirah Al Naseem. The main duties and responsibilities of this role are:

• Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information.
• Meet all reasonable needs and requests of customers within acceptable enterprise time frames.
• Identify and take all opportunities to enhance the quality of service.
• Recognize customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and Jumeirah customer feedback procedures.
• Provide knowledgeable, friendly, professional and efficient F&B support to all colleagues ensuring maximum guest satisfaction in a manner consistent with Madinat Jumeirah standards.
• Maintain efficient workflow by adhering to the Sequence of Service and all timeframes and standards detailed in relevant SOP in the F&B Standard’s Manual.
• Represents the venue first and last point of guest contact entrusted with their welcome and fond farewell.
• Responsible for the warm welcome of all the restaurant’s guests in a friendly and timely manner.
• Ensures fond farewell of each guest encouraging them to return.

About You:

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

• Seasonal Contract: from October to May.
• One year of experience in the same position in a restaurant sector: within a 5-star hotel, luxury restaurant, or upscale bar setting.
• Fluent in English and an additional international language is a plus.
• Knowledge of Food and Beverage applications: Micros and Sevenrooms.
• Passion for delivering exceptional dining experiences.

Desired candidate profile

1. Guest Interaction: Engaging with guests upon arrival and throughout their stay to ensure a positive experience.

2. Complaint Resolution: Addressing and resolving guest complaints or issues promptly and effectively to maintain satisfaction.

3. Personalization: Tailoring services to meet individual guest preferences and enhancing their overall experience.

4. Feedback Collection: Gathering guest feedback through surveys or direct conversations to assess satisfaction and identify areas for improvement.

5. Coordination with Departments: Collaborating with front desk, housekeeping, and other departments to ensure guest requests are fulfilled promptly.

6. Information Provider: Offering information about hotel services, amenities, and local attractions to enhance the guest experience.

7. VIP Services: Managing special requests for VIP guests or high-profile individuals, ensuring their needs are prioritized.

8. Event Coordination: Assisting with planning and executing special events or guest activities.

9. Training Staff: Providing guidance and training to front-line staff on guest relations best practices and service standards.

10. Reporting: Preparing reports on guest interactions, feedback, and any significant issues for management review.

Key Skills

1. Interpersonal Skills: Strong ability to build rapport and connect with guests to create a welcoming atmosphere.

2. Communication: Excellent verbal and written communication skills for clear interactions with guests and staff.

3. Problem-Solving: Effective at quickly identifying issues and implementing solutions to enhance guest satisfaction.

4. Empathy: Understanding and addressing guest needs and concerns with compassion.

5. Attention to Detail: Ensuring that guest preferences and requests are accurately noted and fulfilled.

6. Multitasking: Ability to manage multiple tasks and prioritize effectively in a busy environment.

7. Cultural Awareness: Sensitivity to diverse backgrounds and the ability to communicate with guests from various cultures.

Qualities

• Positive Attitude: Maintaining a cheerful demeanor to create a welcoming atmosphere for guests.
• Proactive: Anticipating guest needs and going above and beyond to provide exceptional service.
• Integrity: Upholding the hotel's standards and maintaining confidentiality regarding guest information.