Guest Experience Ambassador

Ennismore; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

SLS Dubai Hotel and Residences is a luxury five-star property in Downtown Dubai, part of Ennismore under the Accor family. We are seeking a guest relations host to warmly welcome guests, assist with check-in, and share information about facilities and local attractions.

You will respond to inquiries, coordinate special requests for VIP guests, and collaborate with front desk, housekeeping, and concierge to deliver seamless service and memorable experiences.

Qualifications

• Previous experience in a customer service role, preferably within hospitality.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to guest satisfaction.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in hotel management systems and computer applications.
• Gracious, friendly and fun demeanor.

Responsibilities

• Greet guests upon arrival, assist with check-in procedures, and provide information about hotel facilities, services, and local attractions.
• Act as a point of contact for guests throughout their stay, addressing inquiries, requests, and concerns promptly and courteously.
• Handle guest complaints and issues effectively and professionally, seeking solutions to ensure guest satisfaction while adhering to hotel policies.
• Maintain open communication with guests, colleagues, and other departments to ensure seamless coordination and exceptional service delivery.
• Coordinate special services for VIP guests, such as room upgrades and welcome amenities.
• Conduct follow-up calls or emails to guests after their stay to gather feedback and express appreciation for their patronage.
• Complete administrative tasks related to guest relations, such as updating guest profiles and handling billing inquiries.
• Work collaboratively with front desk, housekeeping, and concierge to ensure guests' needs are met.

Skills

Customer service

Communication

Problem solving

Multitasking

Attention to detail

English proficiency

Teamwork

Calm under pressure

Hospitality experience

Tools

PMS software

Job description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.

Boasting 946 units,with254 uniquely designed hotelrooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors,SLS Dubaiisone of the tallest hotelsand residences in the region.

Awondrous and strikinglandmark in Downtown District, designed by theaward- winning architects andinterior designer Paul Bishop,the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.

Job Description

• Greet guests upon arrival, assist with check-in procedures, and provide information about hotel facilities, services, and local attractions.
• Act as a point of contact for guests throughout their stay, addressing inquiries, requests, and concerns promptly and courteously. This may include arranging transportation, making restaurant reservations, or coordinating special requests.
• Handle guest complaints and issues effectively and professionally, seeking solutions to ensure guest satisfaction while adhering to hotel policies and procedures.
• Maintain open and clear communication with guests, colleagues, and other departments to ensure seamless coordination and exceptional service delivery.
• Coordinate special services for VIP guests, such as room upgrades, welcome amenities, and personalized attention, to enhance their experience and loyalty to the hotel.
• Conduct follow-up calls or emails to guests after their stay to gather feedback, address any unresolved issues, and express appreciation for their patronage.
• Complete administrative tasks related to guest relations, such as updating guest profiles, preparing reports, and handling billing inquiries.
• Work collaboratively with other departments, including front desk, housekeeping, and concierge, to ensure guests' needs are met efficiently and effectively.

Qualifications

• Previous experience in a customer service role, preferably within the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to guest satisfaction.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in relevant computer applications and hotel management systems.
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast paced environment and have a high level attention to detail
• Strong verbal and written communication skills in English
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork