Guest Experience Ambassador (Mandarin Speaker)

AccorHotel; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hotel chain in Dubai seeks a Guest Relations professional to greet and assist guests upon arrival, handle inquiries, and ensure overall satisfaction. The ideal candidate will have prior customer service experience, excellent communication skills, and the ability to work in a high-pressure environment. This full-time role offers a dynamic work atmosphere in the hospitality industry.

Qualifications

• Previous experience in a customer service role, preferably in hospitality.
• Excellent interpersonal skills.
• Strong problem-solving abilities.

Responsibilities

• Greet guests and assist with check-in procedures.
• Act as main contact for guests throughout their stay.
• Handle guest complaints effectively and professionally.

Skills

Customer service experience

Communication skills

Problem-solving skills

Calm in high-pressure situations

Proficiency in hotel management systems

Positive demeanor

Multitasking

Attention to detail

Teamwork

Job description

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; 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 of 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.

Remote Work

No

Employment Type

Full-time