Senior Guest Services Assistant - Telecommunication - Jumeirah Marsa Al Arab

DUBAI HOLDING; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hospitality brand in the United Arab Emirates is seeking a Senior Guest Services Assistant. This role involves managing guest communications, handling requests, and ensuring guest satisfaction in a multicultural environment. The ideal candidate has up to 2 years of experience in the hospitality sector, proficiency in Microsoft Office, and values cultural diversity. Attractive tax-free salary and benefits are offered.

Benefits

Attractive tax-free salary

Generous F&B benefits

Reduced hotel rates

Health care package

Qualifications

• Up to 2 years of experience in a relevant field.
• Experience in an international setting and understanding of cultural differences.
• Ability to work with a multicultural team.

Responsibilities

• Answer calls and assist guests promptly.
• Handle incoming and outgoing communications efficiently.
• Manage emergencies and guest requests effectively.
• Participate in briefings and manage records accurately.
• Ensure wake-up calls are timed and recorded correctly.
• Update guest information accurately and regularly.

Skills

Experience with international hospitality

Cultural awareness

Microsoft Office programs

Additional languages

Job description

About Jumeirah & the Hotel

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 31 properties, including 33 signature F&B restaurants, across the Middle East, Europe, Asia and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.
Nestled at the tip of a peninsula at the heart of Dubai’s most exclusive private beach, Jumeirah Marsa Al Arab is the city’s newest luxury lifestyle destination featuring a resort, exclusive residences, an 82-berth superyacht marina, a state-of-the-art spa and fitness center and a wide range of curated dining experiences. With its avant-garde superyacht inspired design, Jumeirah Marsa Al Arab completes the nautical trilogy alongside the wave-shaped Jumeirah Beach Hotel and the iconic sail-inspired Jumeirah Burj Al Arab.

About the Job

An opportunity has arisen for a Senior Guest Services Assistant to join our Telecommunication Team at Jumeirah Marsa Al Arab. The main duties and responsibilities of this role:

• Answer all calls promptly and professionally according to departmental standards, maintaining a professional tone of voice and using standardized English and phrases. Assist with requests or direct them to the appropriate department or room number.
• Handle all incoming and outgoing faxes, messages for in-house and expected guests, and follow up on all relevant duties and requests. Ensure all requests are handled in a timely manner and follow up to ensure guest satisfaction.
• Efficiently manage all emergencies and ensure requests are addressed promptly, escalating guest satisfaction issues to senior colleagues immediately.
• Attend and participate in daily briefings, read and understand daily updates, and manage guest requests and reports through Service One and HotSOS. Ensure smooth shift handovers and maintain accurate records of all activities.
• Accurately record, check, and hand over wake-up calls, ensuring all calls are made on time and recorded clearly. Cross-check wake-up call details before leaving the shift.
• Update information boards and whiteboards daily, print in-house guest lists every three hours, and email daily and monthly reports to relevant departments and managers. Ensure all data is up-to-date and accurate.

About you

The ideal candidate for this position will have the following experience and qualifications:

• Up to 2 years of experience, preferably with an international hospitality company
• Experience of working in an international capacity and a clear understanding of cultural differences showcasing trust and respect for everyone
• Exposure to working with a multi-cultural team
• Software competencies – Microsoft Office programs (Intermediate)
• Additional language is a big advantage

About the Benefits

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package including dental coverage, life insurance, incentive programs, and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.