Guest Services Manager

Rotana Hotels; United Arab Emirates; On-site; AED 90,000 - 150,000; Full time

Job summary

Rotana Hotels in Al Ain is seeking a Front Office Manager to deliver exceptional guest service and creative solutions for our guests. You will ensure memorable stays with professional, customer-focused service and manage front office operations at Al Ain Rotana.

The role focuses on maintaining knowledge of local services, soliciting guest feedback, handling complaints, and coordinating guest needs to uphold high standards of service.

Responsibilities

• 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

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