Guest Experience Ambassador (Mandarin Speaker)

FAIRMONT; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading company in the hospitality industry is seeking a Guest Relations professional to enhance guest experiences at their luxury property in Dubai. The role involves assisting guests upon arrival, addressing inquiries, and ensuring exceptional service coordination across departments. Ideal candidates should have a background in customer service within the hospitality sector, showcasing strong communication and problem-solving skills.

Qualifications

• Previous experience in a customer service role, preferably in hospitality.
• Strong verbal and written communication skills in English.
• Ability to remain calm in high-pressure situations.

Responsibilities

• Greet guests, assist with check-in, provide information about hotel services.
• Handle guest inquiries and complaints effectively and professionally.
• Coordinate special services for VIP guests.

Skills

Communication

Problem Solving

Multitasking

Interpersonal Skills

Attention to Detail

Tools

Hotel Management Systems

Job description

Company 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