Guest Relation Officer

Roles and responsibilities

An opportunity has arisen for a Coordinator to join the Guest Relation team at Jumeirah Marsa Al Arab- Hotel. The main duties and responsibilities of this role:

• Efficiently compose and communicate the VIP memo on a daily basis through effective guest research and profiling, gathering essential information relative to the guest and recognizing value of any particular source /company/group or agent.
• Reach out to all VIP guests on arrival prior to their arrival to establish contact and arrange any necessary requests. Once guests arrive on property, serving as the main point of contact. Once guest has departed, following up with post departure email and or phone call.
• Using the E Butler system to check in with VIP guests and ensure they have everything they need
• Go through arrival reports and ensure VIP guests requests are met with correct room attributions and that all traces are set up accordingly with necessary departments.
• Update and arrange all additional same day reservations accordingly through communicating with the relevant departments and informing the Hotel Operation on any additional VIP or significant guests that need to be highlighted.
• Allocate, arrange and order amenities on a daily basis for all necessary guests in accordance with their status to the hotel and ensure co-ordination with the Room Service at all times.
• Maintain a detailed record of all in-house VIP and significant guests, updating on a regular basis and communicating such to the Hotel Operation for the ultimate benefit of the guest stay experience.
• To ensure the guest profile record is always updated and that all data is correctly entered according to the Opera input standards and thereafter maintain and consistently update the guest CV library in accordance with these preferences.

About you:

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

• Minimum of 1 years’ experience in a similar role in a Luxury Hotel
• Attention to detail
• Excellent interpersonal and communication skills, both in person and by telephone

Desired candidate profile

1. Guest Interaction: Serve as the primary point of contact for guests, addressing their needs, inquiries, and feedback in a friendly and professional manner.

2. Issue Resolution: Handle guest complaints or concerns promptly and effectively, working to resolve issues to ensure a positive experience.

3. Service Coordination: Collaborate with various departments (e.g., housekeeping, food and beverage, front desk) to facilitate services and fulfill guest requests.

4. Feedback Management: Gather and analyze guest feedback through surveys, reviews, and direct communication to identify areas for improvement.

5. Guest Profiles: Maintain accurate records of guest preferences and special requests to personalize their experience and enhance service delivery.

6. Event Coordination: Assist in planning and coordinating special events, activities, or promotions that enhance guest engagement.

7. Training Support: Provide training and support to staff on guest service best practices and procedures to foster a culture of exceptional service.

8. Communication: Keep guests informed about hotel services, amenities, and events, ensuring they have all necessary information for a pleasant stay.

9. Follow-Up: Conduct follow-up communications with guests post-stay to gather feedback and encourage return visits.

10. Reporting: Prepare reports on guest satisfaction metrics, trends, and feedback for management review.

Key Skills

1. Interpersonal Skills: Strong ability to build rapport and communicate effectively with guests and team members.

2. Problem-Solving: Excellent critical thinking skills to address and resolve guest issues swiftly.

3. Attention to Detail: Careful attention to guest preferences and feedback to enhance personalization.

4. Organizational Skills: Strong ability to manage multiple tasks and prioritize effectively in a dynamic environment.

5. Adaptability: Flexibility to adjust to changing guest needs and operational demands.

Qualities

• Empathy: A genuine concern for guests' comfort and satisfaction, promoting a positive atmosphere.
• Professionalism: Maintaining a courteous and professional demeanor at all times.
• Positive Attitude: Approaching challenges with enthusiasm and a commitment to service excellence.