Ordertaker, In Room Dining

Kerzner International; Dubai; On-site; AED 40,000 - 70,000; Full time

Job summary

Kerzner International's Bab Al Shams Desert Resort invites a guest-focused Concierge to ensure timely luggage handling, deliveries and exemplary service that leaves a memorable impression on every guest.

You will uphold hotel policy, coordinate transfers, assist with transport, and respond promptly to guest requests while maintaining accuracy and professionalism across all interactions within a luxury five-star setting in Dubai.

Qualifications

• Completed Secondary School education is required.
• 1-2 years in a similar position at a five-star hotel is preferred.
• Basic computer knowledge is expected.

Responsibilities

• Adhere to Standard Operating Procedures at all times.
• Respond to guest feedback and address potential service gaps.
• Be aware of market trends and suggest improvements for the resort.
• Handle guest complaints promptly and document all incidents with accuracy.
• Assist guests with luggage loading/unloading and delivery to rooms.
• Deliver faxes, messages, parcels and newspapers to guest rooms promptly.
• Maintain knowledge of Bab Al Shams facilities and Dubai Kerzner properties.

Skills

Guest luggage handling

Customer service

Communication

Teamwork

Problem solving

Education

Completed Secondary School education

Job description

Rare Finds is a collection of extraordinary resorts rooted in their destination and shaped by its people. Each destination celebrates the stories, culture and character of its surroundings, creating meaningful experiences that could only exist in that place.

Set among Dubai's sweeping dunes, Bab Al Shams Desert Resort is a timeless treat shaped by the spirits and traditions of the desert. Rooted in Emirati culture, the resort brings guest closer to the stories, flavours and rituals of the land through authentic encounters and shared experiences. From desert adventures to moments of gathering and celebration, every stay reveals a deeper connection to the heritage, people and enduring beauty of the desert.

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 & 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 & regulations and to always maintain good relations with the police and other local authorities
• Assists guests with loading & 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.
• Mantains 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 & 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-cachés/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 & 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 empoweredto 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.