Guest Services Manager

Al Ain Rotana; Abu Dhabi; On-site; AED 90,000 - 150,000; Full time

Job summary

Al Ain Rotana in Abu Dhabi is seeking a passionate Guest Services Manager who delivers exceptional customer service and thoughtful solutions to guests from arrival to departure.

You will supervise front office staff, ensure knowledge of services and events, handle guest feedback, resolve complaints promptly, and uphold hygiene and standards across the front office. Female candidates are preferred.

Responsibilities

• Maintain up-to-date knowledge of hotel information, local services, promotions, events, and attractions.
• Elicit guest feedback and preferences, act on them to maximize satisfaction.
• Monitor front office staff to ensure guest satisfaction through courteous attention from arrival to departure.
• Handle guest complaints promptly and resolve issues to maintain good guest relationships.
• Uphold cleanliness, safety and hygiene across front office areas.
• Coordinate guests' needs, requests and personal preferences with departments.
• Organise special needs, preferences and amenity distribution per department standards.

Job description

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.

As a Guest Services Manager you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience whereby your role will include key responsibilities such as:

• Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information
• Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction
• Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately
• Responsible for an efficient, clean, safe and hygienic upholding of all front office areas
• Assure compliance and coordination of guests needs, requests and personal preference
• Organise and implement all special needs, personal preferences and amenity distribution in accordance to the departments standards

Preferred candidate

Gender: Female