Ordertaker, In Room Dining

KERZNER INTERNATIONAL LIMITED; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Kerzner International Limited is seeking a Concierge/Bell Service professional for Bab Al Shams Resort in Dubai. The role focuses on delivering exemplary guest service, timely luggage handling, and accurate deliveries to guest rooms while maintaining security and hotel policies.

You will respond to guest feedback, monitor service quality, and collaborate with Front Office leadership to ensure memorable experiences. A positive, proactive, and guest-focused attitude is essential.

Qualifications

• Completed Secondary School education.
• 1-2 years in a similar position in a five-star hotel.
• Strong orientation towards customer service.
• Highly organized and proactive, and able to meet deadlines in a fast-paced environment.
• Initiative and Commitment to Achieve Effective Communication
• Attention to detail
• Problem solving and decision making
• Customer-focused Teamwork Interpersonal skills

Responsibilities

• Adhere to the section's Standard Operating Procedures at all times.
• Respond to guest feedback and address potential service shortfalls.
• Be aware of local market competition to monitor trends and suggest improvements.
• Be innovative, suggesting new ideas or services for guests.
• Handle guest complaints, notes, and requests professionally and document them for relevant HoDs.
• Be aware of hotel credit policy and ensure staff adherence.
• Maintain relations with police and local authorities as required.
• Assist guests with loading/unloading of luggage and delivery to rooms.
• Deliver faxes, parcels, mail, newspapers to guest rooms and verify guest name and room number.
• Maintain knowledge of Bab Al Shams Resort facilities and Dubai properties to answer inquiries.
• Record tasks in logs and forms.
• Communicate effectively, work as a team, and care for colleagues of diverse nationalities.
• Ensure the quality of the Bell Service department and greeting guests.
• Establish rapport with guests and assist with baggage and transfers.
• Maintain luggage storage, security, and room-to-baggage transfers per policy.
• Coordinate and ensure timely deliveries/collections of luggage.
• Report unusual situations or safety hazards to manager.

Skills

Customer service orientation

Organization

Communication skills

Attention to detail

Problem solving

Teamwork & interpersonal skills

Microsoft Office

Education

Secondary school education

Tools

Microsoft Office

Job description

About The Role

Ensures all guest luggage mail deliveries and faxes are delivered in a timely professional and efficient manner ensuring that they are handled responsibly and with care and delivers exemplary service and provides a memorable impression of service to the guests

Key Duties and Responsibilities

• To adhere to the section s Standard Operating Procedures at all times


• To respond orally to positive or negative feedback received directly from guests or via comment cards feedback systems and to develop strategies to address potential service shortfalls


• To be aware of local market competition to monitor trends within the industry and make suggestions on how these could be implemented in our resort


• To be innovative suggesting new ideas and investigating new ways of doing things or new services for our guests


• To handle guest complaints comments problems requests and other incidents in a professional amp efficient manner to document all complaints and incidents properly and to ensure that the Assistant Front Office Manager and other HoDs and Managers are fully informed about complaints issues concerning their areas of responsibility


• To be fully aware of the hotel s credit policy and to make sure that all Concierge employees on duty is too and are adhering to all aspects of the credit policy at all times


• To be fully aware of all hotel policies procedures and government rules amp regulations and to always maintain good relations with the police and other local authorities


• Assists guests with loading amp unloading of luggage as well as delivering it to and collecting it from the guest s room ensuring that no damage is done to any piece of luggage


• Delivers any faxes messages parcels mail newspapers etc to guest rooms in a timely manner and always verifies the guest s name and room number


• Maintains a high level of knowledge about Bab Al Shams Resort facilities and services as well as Dubai and other Kerzner properties to be equipped to answer guest enquiries and questions


• Records all tasks in the applicable forms or Logbooks


• Communicates with guests effectively responds well in a timely manner Works in a team i e caring about other team members and different nationalities


• Ensures the quality of the Bell Service department


• Welcomes guests and assists with baggage packages briefcases etc


• Establishes a good rapport with the guests


• Ensures the transfer of all baggage to guestrooms without delay


• Stores Guest baggage securely amp follows hotel policies when requested Supervises the security of guests property during transfers and or storage in the baggage area Always keeps the luggage room clean and in order


• To maintain effective key control and to liaise with the Security Department in all matters concerning guest-room security


• To ensure that the port-cach s driveways outside the hotel entrances are always kept clean and free of obstacles


• Shows the guest around the guest room explaining the operation of any equipment


• Listens to the guests at all times strives to respond as quickly as possible to all requests made by guests


• Ensures the transmission of all messages documents packages mails and faxes to all guests and other departments whenever necessary in accordance with established standards and procedures


• Assists guests with transportation requests amp taxis


• Assists with taxi bookings and follows up to ensure the taxi arrives at the scheduled time


• Ensures proper records are maintained for all guests deliveries


• Handles guests requests inquiries in a professional and helpful manner


• Maintains updated and relevant information to handle guests enquiries


• Maintains all quality standards and procedures from the guest s pre-arrival to the guest s arrival to the guest s in-house stay to the guest s departure


• Coordinates and ensures timely deliveries and collections of guests luggage


• Maintains a high level of productivity and cost efficiency within the department


• Supports and reviews the current procedures and practices to ensure a high level of customer and owner satisfaction


• Reports any unusual situation fire or safety hazards and damaged items needing repair to his line manager


• Constantly on your feet


• Complies with the hotel s health safety and hygiene policy and maintains high grooming standards


• Reports for duty punctually always wearing the correct uniform and name badge

Experience & Educational Requirements

• Completed Secondary School education.


• 1-2 years in a similar position in a five-star hotel.


• Basic computer knowledge.


• Strong orientation towards customer service


• Highly organized and proactive, and able to meet deadlines in a fast-paced environment.


• Initiative and Commitment to Achieve Effective Communication


• Attention to detail


• Problem solving and decision making


• Customer-focused Teamwork Interpersonal skills

Join a team that is warm caring connected and empowered to create truly unique experiences We believe in making our guests happy beyond anything they have ever imagined We wow them at every turn and create memories that will last a lifetime You will be at the heart of this vision to constantly innovate to deliver Amazing Experiences and Everlasting Memories