Guest Experience Coordinator

Rotana Hotels; Dubai; On-site; AED 78,120 - 122,760; Full time

Job summary

Rotana Hotels in Dubai seeks a passionate Guest Experience Coordinator to streamline Front Office operations and deliver memorable stays. The role is based at Al Bandar Rotana & Al Bandar Arjaan By Rotana.

You will ensure smooth arrivals and departures, coordinate with Front Office and other departments, handle guest inquiries with professionalism, and support billing and room allocation to meet guests’ expectations.

Qualifications

• Experience in Front Office operations or guest services is preferred.
• Excellent interpersonal and communication skills with a guest-first approach.
• Ability to resolve guest queries and issues professionally and promptly.

Responsibilities

• Coordinate guest arrivals and departures with smooth front desk operations.
• Maintain effective communication with related departments to ensure seamless service delivery.
• Deal promptly with queries and resolve guest complaints in a courteous manner.
• Maintain good working relationships with Front Office colleagues, especially Guest Services and Front Desk.
• Ensure guests receive the accommodations they expect and that room allocations are ready on arrival.
• Coordinate with Front Office Managers and Supervisors to ensure daily operations run smoothly.
• Assist the Guest Service team in the lobby when required.
• Ensure all guest billing is prepared prior to departure to avoid delays.

Skills

Guest services

Customer service

Communication

Teamwork

Problem solving

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.

This position is based at Al Bandar Rotana & Al Bandar Arjaan By Rotana.

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