Job Description

Job Title Guest Relations Officer/Lobby Ambassador

Description

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel with 391 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces. When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world. The PositionTo oversee and direct all aspects of Guest Relations to maximize guest satisfaction. KEY ROLES & RESPONSIBILITIESEnsure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departureEnsure all members consistently receive all benefits, and repeat guests and other VIP's receive special recognition and service Meet and greet VIP guests personallyLiaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.Prepare compendiums prior guest arrival and check-into system if necessaryMaintain close contact with Airport Concierge for new arrivals and departuresUpdate and maintain repeat guest history systemPromote Inter-Hotel sales and in-house facilitiesSend prepared welcome cards and amenities to room prior to guest arrivalAttend to special requests by guestsHandle guest complaints and refer them as necessary, follow up on corrective actionReview arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requestsPrepare requisitions for amenities on a timely basisParticipate in regular meetings for all Guest Relations team members, Butlers and Raffles Club staff to facilitate communications and smooth operationsAdhere to OH&S policies and proceduresPerforms related duties and special projects assignedPERSONAL ATTRIBUTESStrong written and verbal communication skills in English Able to develop rapport with colleagues and management staffAbility to work cohesively with co-workers as part of a multi-cultural teamAbility to focus attention on guest needs, remaining calm and courteous at all timesAbility to promote positive relations with guests and patronsAble to exercise good judgment with difficult guestsQUALIFICATIONSDegree from School for Tourism & Hotel Management EXPERIENCEMinimum 2 years Guest Relations experience preferably in a four or five-star hotel

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