Guest Relations Agent

The Lana, Dubai - Dorchester Collection; Dubai; On-site; AED 89,000 - 123,000; Full time

Benefits offered by this job

Competitive salary package

World-class development opportunities

Complimentary stays with breakfast in

50% off at sister hotels

Job summary

The Lana, Dubai - Dorchester Collection seeks a Guest Relations Agent to deliver exceptional guest experiences in a luxury environment. You will work with the Guest Experience team to drive improvements in service quality and efficiency, while embodying the We Care philosophy.

English language proficiency and a hotel school diploma or equivalent qualification are preferred, with 2–3 years in luxury hotel guest service. The role offers on-site work in Dubai and a comprehensive benefits package.

Qualifications

• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking abilities.
• Great knowledge of technology and modern guest-service tools.

Responsibilities

• Drive continuous improvement of the Guest experience and hotel service proposition.
• Promote Dorchester Collection culture and values to guests and colleagues.
• Create legendary moments by sharing stories and crafting guest journeys.
• Own storytelling and communicate legendary stories to stakeholders.
• Maintain long-term guest profiles to enable personal connections.
• Assist in planning experiences and managing in-house market concepts.
• Manage amenities and gifts inventory and recognize guests via channels.

Skills

Customer service

Communication

Problem solving

Multitasking

English language

Education

Hotel school diploma

Job description

Job Description:

Hotel

The Lana

Division & Department

Rooms - Guest Relations

Job Title

Guest Relations Agent

Contract Type

Permanent

Status

Full time

Position Overview

We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. An eclectic grouping who really care about each other and our guests, where belonging transcends all else. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people - our Legends - to live our vision -Treasured by Guests, Cherished by Employees, Celebrated Worldwide. Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity. When submitting your application, please let us know if you require any special accommodations during the interview process. We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Relations Agent you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.

What You'll Get

As a Guest Relations Agent at The Lana, Dorchester Collection Dubai here are just some of the great benefits you will receive:

• Competitive Salary Package
• World-class Development Opportunities
• Complimentary stays with breakfast included in our sister Dorchester Collection hotels.
• 50% off at bars and restaurants within all of our sister Dorchester Collection hotels
• Meals on Duty
• Private Medical Insurance
• Life Insurance
• Flight Allowance every 24 months
• Shared Company Accommodation
• Company provided transportation to and from work
• Uniform provided by the Company with complimentary laundry
• Service Charge

What You'll Do

You’ll love what you do and take pride in delighting our guests:

• You will work with the Guest Experience team in driving continuous improvement of our Guest experience, enhancing the hotel service proposition and efficiency of processes as well as driving key hotel projects in support of our strategic priorities and business goals.
• You will greatly contribute to the processes and activities that create and promote the Dorchester Collection culture, values and bring the Company Philosophy "We Care" to life ensuring our employees and guests receive nothing but the best experience.
• You will preserve the legendary status of our hotels. Seeking content and sharing stories to create legendary moments. Looking for opportunities to create special experiences across the guest journey.
• You will own story telling and communicate legendary stories to key stakeholders within the property, DC and across hotels.
• You will maintain a long term and detailed view of our guests to enable us to truly know and understand them. Provides key stakeholders clues to create real connections. Turns insights into experiences.
• Support the creative planner in setting up plans and to manage in house market mix by creating proper concepts and experiences.
• You will own amenities & gifts inventory and take actions to recognize the guest via any channel (i.e., social media).
• You will act as host/hostess, providing a warm welcome and directions to our guests.
• Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Relations Agent, you’ll have the opportunity to bring these to life and continue to create our legacy.

The items shared are the essence of a day in the life of a Guest Relations Agent, but we’ll make sure you are provided with specifics on how we care for our hotel.

What You'll Bring

• You’ll bring your unique personality, creativity and passion to the role and the team.
• Customer service drive with outstanding communication and active listening skills. Excellent problem-solving and multitasking skills. Relationship driven. Excellent knowledge of the use of technology.
• Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service and business ethic.
• English is the primary language used in our hotel. You can comfortably communicate in this language.
• You will have a relevant professional qualifications or hotel school diploma and bring wealth of past experience working in similar capacity for luxury hotels for at least 2-3 years.
• Proven previous experience in a similar or in a relevant role in customer service is an advantage.

Job Location

United Arab Emirates

Location

Dubai