Job Description

Job Purpose:

The job purpose is to serve as the first point of contact for guests, providing a warm and professional welcome. The role involves managing front desk operations, handling guest inquiries, performing check-in and check-out procedures, ensuring a high level of customer satisfaction, and maintaining the highest standards of service.

Guest Services:

- Greet and welcome guests in a friendly and professional manner.

- Assist with check-in and check-out processes.

- Provide guests with information about the facility, services, and local attractions.

- Address guest inquiries, requests, and complaints promptly and effectively.

Front Desk Management:

- Manage reservations, cancellations, and modifications.

- Handle incoming phone calls, direct them to the appropriate departments, and take messages when necessary.

- Ensure that the front desk area is clean, organized, and well-stocked with necessary materials.

Administrative Tasks:

- Maintain accurate guest records and reservations.

- Process payments and handle billing transactions.

- Perform clerical duties such as filing, faxing, photocopying, and data entry.

Communication and Coordination:

- Coordinate with housekeeping and maintenance teams to address and resolve guest needs or issues.

- Relay important messages or requests to relevant departments or staff members.

Security and Safety:

- Monitor and manage security procedures to ensure the safety of guests and staff.

- Report any suspicious activity or security concerns to the appropriate authorities.

Customer Service Excellence:

- Provide exceptional customer service to enhance the guest experience.

- Handle guest complaints or concerns with empathy and professionalism, ensuring their resolution.

- Strive to meet and exceed guest expectations consistently.

Guest Satisfaction:

- Average guest rating from surveys.

Check-In/Out Speed:

- Time to complete guest check-ins and check-outs.

Reservation Accuracy:

- Accuracy in handling bookings and guest information.

Request Response Time:

- Time taken to address guest requests.

Call Handling:

- Efficiency and professionalism in answering calls.

Error Rate:

- Frequency of mistakes in reservations or billing.

Upselling Performance:

- Success in offering additional services.

Job Type: Full-time

Pay: AED2,500.00 per month