Guest Experience Coordinator

Park Rotana; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A prestigious hotel in Abu Dhabi is seeking a Guest Experience Coordinator. This role is crucial for ensuring smooth guest arrivals and departures through effective communication across departments. The ideal candidate should possess a hospitality degree and have experience in Front Office operations, coupled with excellent English skills and a positive customer-focused attitude. The work environment is fast-paced, requiring adaptability and teamwork.

Qualifications

• Prior experience in the Front Office Department within a hotel is required.
• Fluency in both written and spoken English is mandatory.
• Immaculate personal presentation with effective problem-solving skills.

Responsibilities

• Facilitate guest arrival and departure by enhancing Front Office operations.
• Ensure all guest inquiries are addressed in a professional manner.
• Maintain effective communication with all departments for smooth service.

Skills

Effective Communication

Customer Focus

Teamwork

Adaptability

Understanding Hotel Operations

Planning for Business

Drive for Results

Education

Degree in hospitality

Tools

Opera

Job description

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Guest Experience Coordinator you are responsible to facilitate the guest’s arrival and departure by streamlining the operation and communication within the Front Office and other departments, ensuring every guest stay will become a memorable experience whereby your role will include key responsibilities such as:

Responsibilities

• Maintain effective communication with all related departments to ensure a smooth service delivery
• Deal promptly, efficiently and pleasantly with any queries and resolve guest complaints that may arise
• Maintain good working relationship with all Front Office colleagues with particular emphasis on Guest Services and Front Desk
• Ensure that the guest receive the accommodation he / she is expecting
• Coordinate with all Managers and Supervisors of Front Office to ensure that daily Front Office operations run smoothly
• Coordinate with all other operational departments to ensure all requirements are communicated effectively and efficiently
• Attend to all guest inquires, that are directed to them, in a professional and helpful manner
• Ensure all arriving guests rooms are either assigned prior to arrival or are sufficiently available for the Front Desk to allocate upon arrival
• Maintain an up to date knowledge of all groups in terms of arrival, stay and departure requirements and communicate this with the department
• Ensure all guest billing is prepared prior to departure to avoid any delays or discrepancies
• Ensure that rooms control and room revenue controls are in place
• Ensure all accounting auditing practices are in line with company practices and governmental requirements, check audits and registration cards before sending them to accounts
• Assist the Guest Service team in the lobby when required
• Know all the emergency procedures and general crisis situation management, including fire and emergency procedures, procedures of handling of Fire Panel, ensuring guest and colleagues safety is followed by all team members
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment
• Comply with the hotel environmental, health and safety policies and procedures

Skills

Education, Qualifications & Experiences

• You should ideally have a degree in the hospitality field with previous experiences in the Front Office Department within a hotel.
• You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively.
• Computer literate and knowledge of Opera will be highly regarded.

Knowledge & Competencies

The ideal candidate will be well versed in Guest Relations and Executive Club operations with excellent presentation and communication skills as well as a high aptitude for customer care. You are an extremely proactive and ‘switched on’ person with an outgoing, charismatic and approachable character. You should work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies:

• Understanding Hotel Operations
• Effective Communication
• Planning for Business
• Supervising People
• Understanding Differences
• Supervising Operations
• Teamwork
• Adaptability
• Customer Focus
• Drive for Results