Job Description

Role Summary:

The At Your Service Agent serves as the first point of contact for guests, handling check-ins and check-outs, assisting with inquiries, and delivering a high level of customer service to ensure a memorable stay. The role involves efficient communication, problem-solving, and maintaining a positive atmosphere at the front desk.

Key Responsibilities

Greet guests warmly, process check-in and check-out, address any special requests or preferences, escort them to their rooms, and provide an overview of hotel services and amenities. Update booking details, and ensure accurate records using hotel management software (e.g., Opera PMS). Answer phone calls and emails, respond to guest inquiries, provide information about hotel services, and handle guest complaints or issues promptly. Handle cash, credit card, and digital payments efficiently, maintain accurate transaction records, and assist guests with billing questions. Handle VIP guests and special requests, coordinating personalized experiences like tour bookings, dinner reservations, and transportation arrangements. Provide guests with local area information, arrange transportation, and coordinate any special requests such as dining reservations or tours. Maintain daily reports, manage front desk logs, and update shift handover notes. Answer incoming calls promptly and courteously, route calls to relevant departments or rooms, and manage guest wake-up calls and messages. Provide guests with information on hotel amenities, services, and nearby attractions, and respond to guest inquiries over the phone. Document guest requests and relay them to appropriate departments, including housekeeping, room service, and maintenance. Follow hotel protocols for emergency situations, ensuring guest safety and calm communication. Maintain call logs, record guest requests, and manage any other required documentation. Address guest complaints promptly, ensuring they are resolved to the guest's satisfaction, and escalate issues when necessary. Collect guest feedback, report on guest satisfaction metrics, and relay any areas of improvement to management. Make follow-up calls or messages to ensure guest satisfaction during their stay and after check-out. Assist with inventory checks for front desk supplies. Coordinate with housekeeping and maintenance departments to ensure room readiness and address guest issues. Uphold hotel policies and ensure compliance with health and safety regulations.

Qualifications

Minimum: High school diploma or equivalent. Preferred: Diploma or degree in Hospitality Management, Tourism, or related field. At least 1-2 years of experience in a front desk, receptionist, or customer service role, ideally in the hospitality industry. Experience with high-end or luxury hotels can be advantageous for more prominent properties. Fluent in English (essential), with additional languages (especially Arabic, French, Russian, or Mandarin) being advantageous. Familiarity with hotel management software (such as Opera PMS), basic computer skills, and comfort with email and phone communication. Excellent communication, problem-solving abilities, and a warm, approachable demeanor. Ability to handle multiple guest requests, prioritize tasks, and remain calm under pressure. A professional, well-groomed appearance in line with the hotel's standards. A positive, friendly attitude, cultural sensitivity, and attentiveness to guests' needs.
Job Type: Full-time

Pay: AED1,450.00 - AED1,500.00 per month

Experience:

customer service: 1 year (Required) hotel and front office: 1 year (Required)
Language:

Russian (Required)
Application Deadline: 10/11/2024