Description

United Arab Emirates

JOB DESCRIPTION

About Jumeirah and Madinat Jumeirah Resort:

Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different\xe2\x84\xa2 brand promise.

Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated signature dining destinations and surprising architecture and design at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 25 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.

As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.

Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.

Madinat Jumeirah - The Arabian Resort of Dubai is a magnificent tribute to Dubai\'s heritage. The resort comprises of three grand boutique hotels: Jumeirah Mina A\'Salam, Jumeirah Al Qasr, Jumeirah Al Naseem and a collection of 29 traditional summer houses known as

Jumeirah Dar Al Masyaf. In addition, there\'s seven exclusive Malakiya Villas, over 50 world-class restaurants and bars, a traditional souk, 3km of waterways with abras, a leading conference and banqueting centre, 2km of private beach, the award-winning Talise Spa and the Talise Fitness health club.

About the Job:

The main purpose of this role is to be responsible for the timely and accurate handling of high volumes of reservation requests through different channels such as telephone, email, and chat. You will be required to take ownership to drive and deliver your own performance in line with Jumeirah standards for reservation conversion, quality, customer service response times and your personal productivity and efficiency. To become best in class for reservations standards and experiences.

Your key responsibilities will include:

• Represent and champion the Jumeirah Brand by displaying all Hallmarks and promoting the business values in all interactions.
• Proactively promote all properties and services within the Jumeirah portfolio in a friendly, professional and efficient manner upselling where appropriate to achieve all revenue objectives.
• Achieve targets set by Jumeirah for revenue, quality, customer service standards and productivity.
• Achieve minimum standards related to external reservation audits for LQA, Forbes and IFH call standards.
• Proactively handle and resolve customer and partner related queries and escalations through all channels which may include Telephone, email & chat within agree response times.
• Maintain the integrity and accuracy of Jumeirah customer data base following Jumeirah standards.
• Take ownership and keep up to date with information and training required to complete role effectively.
• Actively drive and work towards own Individual Performance Objectives
• Reservation Filing of correspondence, handling customer complaints, checking and updating of daily reports.
• Ensure compliance with the room reservations quality performance requirements.
• Complete payment requests and follow up for payments not made ensuring compliance with company payment policy.
• Any other duties reasonably requested by the management.

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Educated to college degree.
• Degree in Hotel management from an accredited and renowned University
• Knowledge of PMS Systems
• Communicates Effectively (eMail, Telephone - Listening Skills, Writing Skills and Verbal communication etc.)
• Lead by Example
• Team Player - Collaborates positively and effectively with others and team.
• Flexible and adaptable to changing business needs and processes.
• Time Management/ Adherence to schedule
• Customer Relationship Management
• Initiative - Identifies issues or area for improvement and taking ownership to resolve Technical Competencies
• Computer Literate including MS Office and email/OMNI channel systems [Intermediate]
• Know How of reservations software [Desirable]
• Telephone Savvy
• 2+ years\' experience in hospitality or similar customer service role

About the Benefits:

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, accommodation, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.

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