Guest Experience Coordinator

Rotana Hotel Management Corporation PJSC; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A prestigious hotel management company in Ras al-Khaimah seeks a Guest Experience Coordinator to enhance stays for guests through effective communication and exceptional service delivery. Candidates should have a degree in hospitality, fluency in English, and prior Front Office experience. If you're proactive, a team player, and thrive in fast-paced environments, we want to hear from you.

Qualifications

• Fluency in written and spoken English is essential.
• Previous experience in the Front Office department within a hotel.
• Immaculate personal presentation.

Responsibilities

• Facilitate guest arrival and departure for memorable experiences.
• Ensure smooth service delivery through communication with departments.
• Resolve guest complaints promptly and efficiently.

Skills

Problem-solving

Communication

Teamwork

Customer Focus

Planning

Education

Degree in hospitality

Tools

Opera

Job description

Overview

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.

Guest Experience Coordinator

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. Your role will include key responsibilities such as:

• 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