Job Description

Description

Guest Services Manager

Sofitel Dubai The Obelisk

Location Dubai, United Arab Emirates

Category Wellness & Recreation

HOTELS: SOFITEL DUBAI THE OBELISK

JOB TITLE: GUEST SERVICES MANAGER

REPORTING TO: DIRECTOR, ROOMS

COMPANY DESCRIPTION

We are far more than a worldwide leader. We are more than 240 000 women and men who share something unique.

Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences

Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion

ACCOR HOTELS - Feel Welcome in more than 4 100 hotels in 95 countries

SOFITEL DUBAI THE OBELISK

Sofitel Dubai the Obelisk scheduled to open in the last quarter of 2020, will be Sofitel's largest property in the Middle East. The hotel will feature 595 luxury guestrooms inclusive of 68 suites and 97 serviced apartments in the heart of Dubai. A variety of trendy restaurants and bars including a contemporary Asian restaurant, a Gastro Pub, a French Brasserie and Patio will bring residents and patrons together to celebrate the French "Joie de Vivre". Guests will have the option to unwind at the So Spa and outdoor pools with private cabanas or workout in a fully-fledged fitness center. Business travelers will have access to 1,589 square meter of meeting space including one state-of-the-art ballroom ideal for the most sought after social gatherings.

Part of the Wafi Mall new extension and close to the iconic Raffles Dubai, Sofitel Dubai the Obelisk will infuse the brand's essence with capitalizing on a perfect balance of modernism and ancient Egypt reflective of the renowned design elements of Wafi. If you are as excited as we are about connecting hearts and showing your guest passion, join us as the next Heartist - Assistant Chief Concierge and help us to make Sofitel Dubai the Obelisk a truly welcoming destination!

THE POSITION

To provide accurate information concerning hotel facilities, venues and functions and to handle all guest inquiries. Rostering of Supervisors, Concierge Agent, Airport Representative, Bell attendant, Driver and Door man. Directing and supervising the uniform services staff and to maintain the highest standard of all time.

KEY ROLES & RESPONSIBILITIES

Manage and supervise all guest services tasks of his/her staff to ensure optimal guest satisfaction

Manage guest services staffing and supervision, including scheduling, training, performance management, coaching, discipline as needed, promotional recommendations, etc.

Handle guest complaints and refer them as necessary, follow up on corrective action

Conduct and attend effective shift briefings to ensure hotel activities and operational requirements are known

Maintain good relationship with service providers - Limousine, Valet, Newspaper, Car wash, etc

Assist guests with all inquiries, both hotel and non-hotel related

Maintain detailed knowledge of the activities of the day and of key occurrences in your city/location including directions to key points of interests, restaurants, theatres, shopping, cinemas, sporting and recreational facilities, banks, consulates, transport systems and special events

Keeping track of inventory and ordering of supplies related to guest services.

Manage incoming guest mail, messages, facsimiles and special deliveries

Participate in management team meetings and training sessions as necessary.

Maintain order and security of guest keys and other selected keys kept in Front Office, ensuring key issue policy is followed

Conducts all of the above in accordance with the hotel's policy, while adhering to Sofitel Behavioural Standards

PERSONAL ATTRIBUTES

Good English language verbal communication skills

Ability to work cohesively with co-workers and managers as part of a team

Ability to be attentive to guest needs, remaining calm and courteous at all times

Ability to promote positive relations with hotel residents and patrons

Ability to exercise good judgment with difficult guests

Understanding and ability to work in a multi-cultural environment

QUALIFICATIONS

Degree from School for Tourism & Hotel Management

EXPERIENCE

Minimum 3 - 5 years' relevant experience with at least 2 years at a supervisory level