Guest Service Supervisor

Anantara; Dubai; On-site; AED 30,000 - 40,000; Full time

Job summary

Anantara Dubai Palm Jumeirah Resort & Spa is seeking a dedicated Guest Service professional. The role involves managing guest services, ensuring high customer satisfaction, and assisting guests with inquiries. The ideal candidate will have a strong customer service focus and prior hotel experience.

Qualifications

• Prior experience in hotel front office operations is preferred.
• Fluency in English is required.

Responsibilities

• Managing the Guest Service function of the resort.
• Providing prompt, courteous, and efficient service.
• Assisting guests during check-in and check-out processes.

Skills

Customer Service

Communication

Tools

MS Office

Job description

Job Description

Please note that this is not an exhaustive list of all duties. Employees at Anantara Dubai Palm Jumeirah Resort & Spa continually find new ways to care for the business, guests, and colleagues. The key responsibilities for this position include:

1. Managing the Guest Service function of the resort.
2. Providing prompt, courteous, and efficient service to achieve high customer satisfaction.
3. Facilitating smooth arrival and departure formalities for guests.
4. Assisting guests with resort activity inquiries and requests.
5. Maintaining established guest service standards within the reception area.
6. Actively seeking guest feedback and preferences, and acting upon them to enhance satisfaction.
7. Executing guest errands as directed.
8. Preparing informational materials for guests and related departments according to policies and standards.
9. Personally welcoming guests by name and escorting them to their rooms upon arrival.
10. Providing information on resort services, facilities, local attractions, and general inquiries.
11. Ensuring management is present during all arrivals and departures.
12. Maintaining sufficient stock of welcome beverages, towels, and departure expressions.
13. Coordinating transportation with the Concierge, Bell Captain, and Bell Men, including buggy and car transfers.
14. Assisting guests during check-in and check-out processes.
15. Preparing accurate room folios and bills, and ensuring timely settlement.
16. Handling check-outs efficiently and accurately.
17. Managing difficult situations effectively following resort policies and procedures.
18. Performing duties efficiently to meet the resort's objectives.
19. Keeping proper records and documentation as per statutory and organizational requirements.
20. Collaborating with the Guest Services Centre to ensure timely follow-ups.
21. Documenting all transactions accurately during shifts.
22. Promptly communicating guest complaints and compliments to the Front Office Manager or Duty Manager.
23. Keeping superiors informed of significant issues.
24. Ensuring the safety and security of guests' belongings.
25. Adhering to organizational policies and standards.
26. Participating in selling excursions and coordinating recreation, spa, and F&B services.
27. Implementing and maintaining the Guest Service Questionnaire as per SOP.
28. Attending training to enhance skills and develop multi-functionality.
29. Leading by example and mentoring the Guest Service team.
30. Ensuring team compliance with safety rules and operating procedures.
31. Enforcing house rules among associates.
32. Promoting a positive image of the company, resort, and department.

Qualifications

• A strong focus on customer service.
• Prior experience in hotel front office operations is preferred.
• Excellent communication skills; fluency in English is required.
• Ability to work shifts, including weekends and public holidays.
• Proficiency in MS Office.