Guest Experience Coordinator

Rotana Hotels & Resorts; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hospitality company is seeking a Guest Experience Coordinator in Abu Dhabi. The ideal candidate will enhance guest satisfaction through effective communication and problem-solving skills. This full-time position requires a hospitality degree and experience in hotel Front Office operations, ensuring memorable guest experiences.

Qualifications

• Degree in hospitality preferred or similar.
• Previous experience in hotel Front Office is essential.
• Fluency in written and spoken English required.

Responsibilities

• Facilitate guest arrivals and departures effectively.
• Handle queries and resolve guest complaints promptly.
• Maintain communication with all departments for smooth operations.

Skills

Effective Communication

Customer Focus

Problem-Solving

Education

Bachelor of Business Administration (Management)

Tools

Opera PMS

Job description

Bachelor of Business Administration (Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

We are currently seeking 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 will facilitate guest arrivals and departures by streamlining operations and communication within the Front Office and other departments, ensuring each guest's stay is memorable. Your key responsibilities will include:

• Maintaining effective communication with all related departments to ensure smooth service delivery.
• Promptly, efficiently, and pleasantly handling queries and resolving guest complaints.
• Fostering good working relationships with all Front Office colleagues, especially Guest Services and Front Desk teams.
• Ensuring guests receive the accommodations they expect.
• Coordinating with Front Office Managers and Supervisors to ensure smooth daily operations.
• Communicating requirements effectively with all operational departments.
• Attending to guest inquiries professionally and helpfully.
• Ensuring rooms are assigned prior to arrival or are available for allocation upon arrival.
• Keeping updated on group arrivals, stays, and departures, and sharing this information with relevant departments.
• Preparing guest billing prior to departure to avoid delays or discrepancies.
• Maintaining room control and revenue controls.
• Ensuring compliance with accounting, auditing practices, and government requirements, including checking audits and registration cards before submission.
• Assisting the Guest Service team in the lobby as needed.
• Knowing all emergency procedures and crisis management protocols, including fire safety and guest/colleague safety.
• Operating in an environmentally friendly manner to protect health, safety, and the environment.
• Adhering to hotel environmental, health, and safety policies and procedures.

Skills, Education & Qualifications

Ideally, candidates should hold a degree in hospitality and have previous experience in a hotel Front Office Department. Fluency in written and spoken English, professional presentation, and problem-solving skills are essential. Knowledge of Opera PMS and computer literacy are highly regarded.

Knowledge & Competencies

The ideal candidate will be experienced in Guest Relations and Executive Club operations, with excellent communication and presentation skills, and a strong customer care orientation. You should be proactive, outgoing, charismatic, approachable, and able to work well under pressure in a multicultural environment. Additional key competencies include:

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

Job Details

Role Level: Associate

Work Type: Full-Time

Country: United Arab Emirates

City: Abu Dhabi

Company & Industry

• Hotels
• Hospitality

Departments

• Chefs
• F&B
• Front Desk

Keywords

• Guest Experience Coordinator

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