Guest Relations Officer

Roles and responsibilities

• 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:

• 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 Engagement: Actively interacting with guests upon arrival, during their stay, and at check-out to ensure a welcoming atmosphere.

2. Complaint Resolution: Addressing and resolving guest complaints or issues promptly and professionally, striving to exceed their expectations.

3. Personalized Service: Tailoring services to meet individual guest preferences, making their experience unique and memorable.

4. Feedback Collection: Gathering feedback from guests through surveys, conversations, or social media to assess satisfaction and identify areas for improvement.

5. Coordination with Departments: Collaborating with various departments (front desk, housekeeping, F&B) to ensure seamless service delivery and meet guest needs.

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

7. VIP and Special Guests: Managing special requests and ensuring that VIP guests receive personalized attention.

8. Event Support: Assisting in organizing events, activities, or special occasions for guests.

9. Training and Support: Providing guidance to front-line staff on best practices in guest relations and customer service.

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

Key Skills

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

2. Communication: Excellent verbal and written communication skills for clear and effective interactions with guests and team members.

3. Problem-Solving: Ability to quickly identify issues and implement effective solutions to enhance guest satisfaction.

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

5. Attention to Detail: Ensuring accuracy in guest preferences and requests, contributing to a personalized experience.

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

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