Description:
To initiate intentional guest interactions by welcoming each guest in a sophisticated manner.
Key Duties And Responsibilities
- To welcome each guest in a sophisticated manner
- To initiate guest interaction by introducing yourself and starting conversation by asking how you may assist the guest (all greetings must be culturally/locally appropriate)
- To adhere to the department’s Standard Operating Procedures at all times
- To be aware of the departmental fire evacuation procedures
- To work together with all other Front Office and hotel employees and to fully cooperate with staff from other sections and hotel departments at all times
- To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and share strategies/ideas to address potential service shortfalls
- Contact appropriate individual or department ( Bell attendant, Front Desk, Housekeeping, Engineering, F&B, Security/Loss Prevention) as necessary to resolve guest call, request, or problem
- Follow up with guests to ensure their requests or problems have been met to their satisfaction
- Respond to special requests from guests with unique needs
- Develop and maintain positive working relationships with others
- To attend pre-shift and post-shift briefings and be aware of all information communicated, all problems reported and all current VIP guests, hotel promotions and room rates
- To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
- To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
- To handle minor guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to forward all complaints and incidents properly to the Guest Service Executive and to ensure that the Front Office Manager is fully informed about all complaints/issues
- To work in a safe manner and to keep work related accidents and sick leave to a minimum as well as to adhere to all laws & regulations of the UAE at all times
- To be fully aware of the hotel’s credit policy and to adhere to all aspects of the credit policy at all times
- To actively promote all ongoing incentive programs and guest questionnaires as well as seek general feedback from guests
- To interact and communicate with guests & colleagues in a courteous, friendly, open and honest manner at all times
- To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times
- To be consistently well groomed & professional in appearance and to wear the appropriate uniform and name badge at all times
- To attend departmental meetings and hotel training programs as and when needed or instructed
- To carry out shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management
- To be always fully aware of all activities taking place in the hotel, the city and the region, so that guests consistently receive up-to-date and correct information
- To be fully familiar with the hotel and conversant with all hotel services and the opening & closing times of all outlets
- To actively listen to guests and visitors at all times and to strive to answer all questions and solve all issues/problems in a guest-focused manner
- To anticipate our guests’ and visitors’ needs whenever possible and to act pro-actively to provide them with the best possible hotel experience
Skills, Experience & Educational Requirements
- Minimum High School Graduate
- Hotel Management graduate or Front Office operations certification.
- 2 years in a similar position in a five-star hotel.
- Strong orientation towards customer service
- Highly organized and proactive
- Effective Communication
- Attention to detail
- Problem solving and decision making
- Leadership skills
- Customer focused
- Teamwork
- Interpersonal skill