Guest Service Agent

Jebel Ali International Hotels L.L.C; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent hotel in Dubai seeks a dedicated Guest Services Associate responsible for welcoming guests, managing check-ins, and ensuring a memorable experience. The successful candidate will have prior experience in hospitality, exceptional communication skills, and the ability to anticipate guest needs. This role focuses on delivering high-quality service to exceed guest expectations.

Qualifications

• Previous experience in a similar role in hospitality.
• Strong communication and interpersonal skills.
• Ability to anticipate guest needs and deliver high-quality service.

Responsibilities

• Welcome and check guests into the hotel by established procedures.
• Provide a personal touch during check-in and check-out.
• Manage guest inquiries and maintain lobby tidiness.

Job description

Overview

This position is responsible for ensuring that all guests are given a warm, friendly, courteous, informative and efficient service. Focusing on the personal recognition of the guests, who have booked an executive room, strives to exceed their expectations, to anticipate their needs and to create a memorable experience.

Responsibilities

1. Welcome and check guests into the hotel by the established procedures of the JA The Resort
2. Bid farewell to all departing guests
3. Provide a welcome drink / cold towels to guests
4. Monitor and coordinate the sequence of waiting for guests for check-in & check out
5. Ensure personalised check-in and check out process (aware of required Protel knowledge & various method of payment knowledge)
6. Ensures that daily targets for Room/Meal Plan upselling, JA Discovery and Cross-selling targets are achieved.
7. Maintain active lobby management, assist guests with any inquiry and guide them to the responsible team members
8. Provide accurate information regarding Resort facilities and guest accommodations to ensure total guest satisfaction as per JA The Resorts standards
9. Ensure that any complaints/comments are handled without delay
10. Ensure that correct data is input onto Protel to develop and maintain a comprehensive guest history system
11. Ensures that all the Data entries for DTCM requirements are done according to the existing procedure from DTCM
12. Maintain effective communication with all related departments to ensure a smooth service delivery
13. Promote JA Discovery loyalty program and encourage guests to enrol
14. Ensure that all tasks are completed, and traces are resolved (refer daily Resorts host task list)
15. Ensure that the needs of the guests are anticipated and met and that any further requirements are attended to in a professional manner
16. Ensure tidiness and cleanliness of the lobby and its interior
17. Conduct evening candle-lighting ritual in the lobby
18. Conduct any other assignments given by superiors
19. Ensure that VIP1, 2 and 7 are escorted to rooms on arrival
20. Special occasion arrangements
21. Ensure that Guest Well-being report is being actioned with courtesy follow up call and meetings
22. Ensure that guest invoices are printed to attach with departure letters to send to guest rooms
23. Conduct daily show round to ensure that guests are familiar with Resort Facilities
24. Attend to all guests requests, communicating and following up these with the other departments when necessary
25. Assist with planning and organizing the holiday itinerary of the guests
26. Update him/herself regularly about resort facilities, activities, outlets operation hours, events etc. and convey correct information to guests