Guest Services Manager

Khalidiya Palace Rayhaan; United Arab Emirates; On-site; AED 180,000 - 300,000; Full time

Job summary

Khalidiya Palace Rayhaan by Rotana in the United Arab Emirates is seeking a passionate Front Office professional to deliver exceptional guest service. The Guest Services Manager will lead a team, manage guest relations, and ensure smooth operations from arrival through departure.

The ideal candidate will have a hospitality degree, fluent English, and strong problem-solving abilities, with knowledge of Opera being highly regarded.

Qualifications

• A degree in hospitality or a related field is preferred.
• Fluency in written and spoken English is required.
• Strong problem solving skills and professional presentation are essential.

Responsibilities

• Maintain up-to-date knowledge of hotel information, local services, promotions, events and attractions.
• Elicit guest feedback and preferences and act to maximize satisfaction.
• Monitor front office staff to ensure outstanding guest service from arrival to departure.
• Handle guest complaints promptly and resolve issues to maintain positive relationships.
• Ensure front office areas are clean, safe and hygienic.
• Coordinate guests' needs and personal preferences with departments.
• Organize special requests and amenity distribution according to standards.

Skills

Guest relations

Team leadership

Communication skills

Problem solving

Customer focus

Multicultural teamwork

Education

Hospitality degree

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.

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

Skills

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