Guest Services Manager

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

Job summary

Al Ain Rotana is seeking a capable Guest Services Manager to lead the front desk team and enhance the guest experience. The role focuses on delivering professional, customer-focused service and solving issues quickly to ensure memorable stays.

You will maintain knowledge of local services, manage guest preferences, and coordinate special amenities while upholding high standards of hygiene and operations.

Qualifications

• Degree in hospitality with front office experience preferred.
• Fluency in written and spoken English and professional presentation.
• Knowledge of Opera (PMS) highly regarded.

Responsibilities

• Maintain up-to-date knowledge of hotel information, local services, promotions, events and attractions.
• Solicit guest feedback and preferences and act promptly to maximise satisfaction.
• Supervise front office staff to ensure high guest satisfaction from arrival to departure.
• Handle guest complaints and resolve issues, maintaining smooth relations with guests and management.
• Ensure front office areas are efficient, clean, safe and hygienic.
• Coordinate guests' needs, requests and personal preferences.
• Organise and implement special needs, personal preferences and amenity distribution per standards.

Skills

Guest Relations

Executive Club operations

Communication

Team Leadership

Multicultural teamwork

Problem solving

Customer care

Adaptability

Education

Degree in Hospitality Management

Tools

Opera PMS

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.

This position is based at Al Ain Rotana.

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

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 literacy and the 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 with a high aptitude for customer care. You are an outgoing, charismatic and approachable character, who will work well under pressure in a fast paced environment and be a great team leader, 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