Assistant Manager - Guest Contact Center

Sheraton Grand Hotel, Dubai; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

Sheraton Grand Hotel, Dubai is seeking a GXP Admin/Guest Contact Center supervisor to uphold brand standards and oversee daily guest service operations. You will monitor performance, coordinate with hotel departments, and ensure timely resolution of guest requests across phone, chat, and GXP channels.

You will drive service quality, support loyalty programs, and maintain system efficiency to enhance guest satisfaction in a luxury hotel environment.

Qualifications

• Computer skills and familiarity with hotel software
• Knowledge of GXP platform and use for guest interactions
• Strong English language skills; other languages are a plus
• Ability to communicate clearly and follow up with guests
• Experience in guest services and handling escalations
• Honest, trustworthy with a proactive mindset

Responsibilities

• Ensure services align with Sheraton & Marriott brand standards.
• Deliver on-brand personalized guest experiences over phone, Let'sChat and GXP chat.
• Acknowledge loyalty members and provide appropriate welcomes.
• Maintain QA scores at or above required levels and ensure compliance with Forbes/IFH inspections.
• Live the Sheraton Brand Differentiators and drive guest satisfaction.
• Utilize Guest planning screen to deliver personalized service and monitor guest interactions.
• Assist and coordinate with hotel departments for smooth guest service delivery.
• Troubleshoot guest issues via GXP and provide timely resolutions.

Skills

Opera knowledge

GXP knowledge

Excellent command of English

Additional language

Excellent communication

Guest services experience

Honesty and integrity

Tools

Opera

Job description

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. We will embrace diversity and inclusion and will act honestly and ethically in everything we do; aspiring to be the employer of choice.

POSITION PURPOSE

• To ensure a high level of Product Knowledge among Guest Contact Center team.
• Supervise all Guest Contact Center team’s performance.
• Handling all normal duties related to the Guest Contact Center department and Empower guest experience program in line with Sheraton Brand Standards.
• To develop a thorough knowledge of the Front Office department’s operation and to work close with the other departments of the Hotel.
• Ensure that all related tasks assigned to Guest Contact Center are accurately and efficiently performed.
• Act proactively to solve guest’s complaints, issues and/or defects.
• Keep the Guest Contact Center equipment (switchboards, faxes, photocopier, Let’schat phone, satellite phone etc.) in excellent functional condition at all times.
• Monitor, Control and ensure consistent proper communication of emergency situations to the hotel department heads.

ESSENTIAL FUNCTIONS

• Ensure that services provided are in harmony with our Sheraton & Marriott core values, complying with hospitality brand standards.
• Ensure that our guests receive an on brand personalized experience over the phone, Let’schat and GXP chat.
• Acknowledge and recognize loyal members and deliver the appropriate welcome over the phone Let’schat and GXP chat.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the QA, Forbes, Let’schat and IFH inspection.
• live the Sheraton Brand Differentiators (Sheraton Signature sleep Experience, Sheraton Fitness, Paired, and Sheraton Club).
• 100% daily usage of the Guest planning screen report to deliver global personalized service successfully to our guests.
• Ensure strong knowledge of: (knowledge test results to reach 90% or above)

b. Loyalty Membership guest tiers and benefits

c. Upsell program.

d. Check out for children program.

e. Make a green choice program and maintain a proper tracking and issuing guests’ vouchers.

f. Bomb threats and emergencies calls.

g. Marsha and empower guest experience platform.

• Ensure smooth and clear communication between Guest Contact Center and the rest of the hotel.
• Ensure compliance with PCI policies.

As a GXP Admin User to:

• Ensure that guests’ requests are fulfilled and closed in GXP within the set standard of 15 minutes as average response time and to ensure guest’s Negative cases are closed in GXP within the set standard of 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Use GXP to update guests’ profiles with service requests, Negative cases, preferences and any other comments/information acquired during stay.
• Ensure Quality cases are entered into GXP, and correct events accordingly.
• Arrange monthly negative cases and compensation report.
• Monitor property GXP performance, to run the monthly report and to share it with HODS .
• To Share monthly with HODS the top repeated guest requests, negative cases and workorder.
• Maintain the GXP users.
• To control all SNA , Customer Care, partnership benefit , your 500 choice Cases and follow up with concerned department to ensure the closure with timely manner.
• To keep up the maintenance of the GXP and communicate any system faulty with GXP helpdesk.
• Create the GXP awareness culture among the hotel departments.
• Trouble Shoot and/or assist guests with internet issues.
• Share the GuestVoice results among his/her team, take necessary actions for performance improvement when needed.
• Set development plans for the department.
• To identify training needs and conduct training sessions to the Guest Contact Center team members.
• To handle new comers and ensure they are well trained before handle boards.
• With coordination with IT and Engineering overseas the PABX and ensure the system is working well without interruption.
• Ensure the hotel department telephone list is updated, refreshed and distributed monthly.
• Perform continuous TEST CALLS to check and correct telephone etiquette throughout the hotel.
• Be and ensure his/her team members are well up to date with all hotel features, facilities, packages and other information.
• Assist the hotel revenue by selling the hotel rooms and outlets by taking the overflow calls whenever rooms, F&B reservation and sales associates not available by taking message and arrange a call back.
• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers.
• Actively participate in the hotel sustainability, community and OI activities.
• Ensure proper grooming of his/her associates at all times as per hotel guidelines
• Ensure effective and efficient communication within the department and with the other hotel departments.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Computer Skills
• Opera knowledge
• GXP knowledge
• Excellent command of English
• Additional language will be an advantage
• Excellent communication and follow up skills
• Prompt and caring with guest services experience
• Honesty, integrity and ownership

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below. You:

• Have the ability to effectively communicate with other departments;
• Embrace and value operational guidelines and brand standards;
• Possess superior analytical skills;
• Have the ability to plan and prioritize in order to achieve deadlines;
• Have the awareness of maximizing the returns to all stakeholders;
• Are adaptable to the ideas of different cultures, settings and situations;
• Enjoy working in a team setting;
• Do build lasting relationships with internal and external customers;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Demonstrate effective problem solving skills and analysis of issues and trends, in order to develop and apply appropriate strategies;
• Have knowledge of hotel computer systems and other IT related applications;