Guest Services Executive

( 16658 )

Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.

Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai’s endless dunes and rich culture.

About The Role

• Run daily activities, reporting and operations of the Front Desk (such as check-in, credit limit, check-out, etc.). With experience in a high-quality luxury hotel/resort guest service, the Guest Service Executive will offer the highest level of customer service. Guest Service Executive supports all property operations, ensuring that the highest levels of hospitality and service are provided. Agent, Front Office manages the flow of questions and directs guests within the lobby, as well as support the tracking and resolution of service issues.
  
  

Key Duties and Responsibilities

• Encourage and build mutual trust, respect, and cooperation among team members.
• Demonstrate appropriate behaviours.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Provide information to supervisors, co-workers, by telephone, in written form, e-mail, or in person.
• Provide services for customer satisfaction and retention.
• Support handling complaints, settling disputes, and resolving grievances and conflicts and reporting to manager, or otherwise negotiating with others.
• Provide immediate assistance to guests.
• Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Record guest issues in the guest response tracking system.
• Always follow LQA Standards related to FD operations.
• Focus on guest satisfaction and focus on continuous improvement.
• Analyse information and evaluate results in order to choose the best solution and solve problems.
• Support day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Ensure compliance with all policies, standards and procedures.
• Participate and contribute to the discussion of the work that affects Front Desk department, discuss the ways of service improvement.
• Support implementation of the upselling program, communicating and ensuring process.
• Proceed with check-ins and check-outs.
• Ensure that passports data collected at the check-in and guest registration is done.
• Ensure due outs are done in a timely manner.
• Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
• Provide necessary reports to Finance department when needed.
• Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the FOH Manager or Director of Rooms.
• Ensure compliance with all policies, standards and procedures.
• Maximum room occupancy and yield is ensured in line with the standards policy on rates.
• Daily check of arrival list, making sure all rooms are assigned according to category booked and guest preferences.
• Close communication is maintained with the housekeeping department on check-outs, room moves, forecast occupancies.
• All charges are correctly entered onto the guest’s folio and that this is always kept up to date.
• The float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed. Declares any overage or shortage on this report.
• To be very meticulous in completing the daily checklist and check that it has been done during shift handover.
• To assist with any other duties as required by the Manager or another member of the management team.
  
  

Experience & Educational Requirements

• Hotel Management graduate or Front Office operations certification
• 1 year in a similar position in a five-star hotel
• Previous experience in a customer service function
• Strong orientation toward customer service
• Highly organized and proactive
  
  

Join a team that is warm,caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.