Guest Service Executive

UrbaCon Contracting & Trading Company; Oman; On-site; OMR 7,800 - 12,000; Full time

Job summary

UrbaCon Contracting & Trading Company seeks a Guest Services Executive to manage guest relations in hotel operations, ensuring a memorable guest experience across front desk interactions and concierge services.

The role requires strong communication, problem-solving, and organizational skills, with knowledge of SAP ERP. GCC experience is a plus; a Diploma is the stated education requirement.

Qualifications

• Diploma or equivalent required.
• Minimum 5 years of working experience; GCC experience is a plus.
• Knowledge of hotel front desk operations and guest services.
• ERP SAP functional knowledge required.

Responsibilities

• Build and maintain positive relationships with guests to enhance their overall experience.
• Facilitate smooth check-in and check-out processes for guests and ensure exceptional customer service addressing inquiries, concerns, and requests.
• Coordinate room assignments based on guest preferences and availability and manage reservations and modifications.
• Promote hotel services, amenities, and upsell additional offerings to guests.
• Address and resolve guest complaints or issues promptly and professionally.
• Provide concierge services with recommendations for local attractions, restaurants, and activities.
• Act as liaison between guests and hotel departments to ensure seamless service.
• Assist guests with billing inquiries, process payments, and handle financial transactions.
• Collect and analyze guest feedback to improve services.

Skills

Good interpersonal skills

Excellent written and verbal |

Education

Diploma

Tools

SAP (ERP)

Job description

Job Summary

The Guest Services Executive in hotel operations is involved in ensuring a positive and memorable experience for guests by managing and coordinating various aspects of their stay. The role is pivotal in ensuring a positive guest experience, promoting customer satisfaction, and contributing to the overall success of the hotel.

Job Responsibilities 1

• Build and maintain positive relationships with guests to enhance their overall experience.
• Facilitate smooth check-in and check-out processes for guests and ensure the provision of exceptional customer service to address guest inquiries, concerns, and requests.
• Coordinate room assignments based on guest preferences and availability as well as manage and confirm reservations, including modifications and cancellations.
• Promote hotel services, amenities, and upsell additional offerings to guests.
• Address and resolve guest complaints or issues promptly and professionally.
• Fulfill guest requests for amenities, special arrangements, or information.
• Provide concierge services, including recommendations for local attractions, restaurants, and activities.
• Act as a liaison between guests and various hotel departments to ensure seamless service.
• Assist guests with billing inquiries, process payments, and handle financial transactions.
• Collect and analyze guest feedback to improve services and address concerns.
• Provide personalized services and amenities for VIP and repeat guests.
• Coordinate special events or arrangements for guests, such as birthdays or anniversaries.
• Ensure guest safety and security, following hotel protocols and emergency response plans.
• Collaborate with the front desk team to manage guest flow and inquiries.
• Ensure adherence to quality standards in guest services and interactions.
• Handle crisis situations with composure, ensuring guest well-being.
• Collaborate with housekeeping, food and beverage, and other departments for guest satisfaction.
• Demonstrate cultural sensitivity and awareness to cater to diverse guest needs.

Job Knowledge & Skills

• Good interpersonal and communication skills.
• Exceptional interpersonal skills.
• Excellent written and verbal communication.
• Good time management and organizational skills
• ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.

Job Experience

Minimum 5 year(s) working experience, 3 year(s) relevant working experience, 2 year (s) GCC is a plus

Competencies

• Resilience
• Quality
• Leadership
• Brand Engagement L2
• Front Desk Operations L2
• Hotel Management Standards and Procedures L2
• Agility
• Product/Service Management L2
• AI Fluency
• Guest Relations L2

Education

• Diploma