Guest Relations Agent

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

• Execute the daily functions of arrival and departure for guests in a manner keeping with the Brand Standards.
• Adheres to and executes all job task checklist points.
• Perform registration process by obtaining data from guest and by observing the established guidelines.
• Serve welcome drinks and towels to guests.
• Lobby Management: areas to be well maintained, neat and organized.
• Queue Management: ensures flawless communication when guests await to be assisted by another team member.
• Review all Group Resumes, VIP reports, daily business reports.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working.
• Comply at all times with Brand standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
• Cash handling and credit processing as required, to include Gift Card redemption.
• To support the Concierge or Royal Service agent as required.
• Resolve guest complaints or otherwise follow up with manager.
• Review room queue and work with Housekeeping to expedite turnover.
• Reach out to guests to communicate room is ready and coordinate luggage delivery with Guest Services if luggage has been stored.
• Post applicable charges for late check-outs requests.
• Perform daily “bucket check report” against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
• Ensure that one’s cash report is balanced and closed at the end of the shift with remittance envelop dropped in the cash vault.
• Ensure the strict control of room keys. Enforce the key handling procedures ensuring maximum security.
• Ensure proper handling and documentation of guest’s valuables being secured in hotel safe deposit box.
• Drive and champion ALL loyalty program.
• Drive FO Up selling program.
• Be familiar with hotel services and promotions and promote them.
• Use Royal Service team as the main method of communication throughout the department as required for communication.
• Take and deliver accurate and timely guest messages.
• Respond to queries positively.
• Follow department policies, procedures and service standards, including all safety policies.
• Other tasks as assigned.
  
  

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Degree or Diploma in Hospitality Management is an asset.
• Fluency in English, secondary language preferred.
• Minimum of 1 year previous Hotel experience is an asset.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Opera or Opera Cloud Property Management System an asset.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).