Call Centre Guest Relations Executive - Dubai, United Arab Emirates - Kerzner International Resorts

Kerzner International Resorts

Verified Company

Dubai, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Call Centre Guest Relations Executive
(5478)

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

Answers all guest calls internally and externally in a pleasant, clear, slow, confident and in a personalized manner according to standards within three rings.

Listens to the guest's request attentively and coordinate efficiently with departments concerned to ensure prompt delivery of services.

Key Duties And Responsibilities

To adhere to the department's Standard Operating Procedures at all times
To be aware of the departmental fire evacuation procedures
To work together with all other Front Office and hotel employees and to fully cooperate with staff from other sections and hotel departments at all times
To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and share strategies/ideas to address potential service shortfalls
To attend preshift and postshift briefings and be aware of all information communicated, all problems reported and all current VIP guests, hotel promotions and room rates
To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel
To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests
To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the Assistant Manager Telephones and Duty Managers are fully informed about all complaints/issues
To make sure that all Guest Service Centre working materials/equipment, areas, signage are always in good condition and cleaned/maintained regularly and that all faulty equipment, repair matters and health & safety concerns are immediately reported to the appropriate departments for rectification
To work in a safe manner and to keep work related accidents and sick leave to a minimum as well as to adhere to all laws & regulations of the UAE at all times
To be fully aware of the hotel's credit policy and to adhere to all aspects of the credit policy at all times
To be fully aware of all hotel policies, procedures and government rules & regulations and to maintain good relations with the police and other local authorities at all times
To be consistently well groomed & professional in appearance and to wear the appropriate uniform and name badge at all times
To attend departmental meetings and hotel training programs as and when needed or instructed
Accepts and accurately records all requests received on the extension.
Records guest request in a timely manner through HotSOS, and on the guest request sheet.
Follows up to ensure request has been carried out and confirm that the guest's needs have been satisfied.
Passes any comments from the guest regarding the services received to the Assistant FO Manager/ Team Leader or Duty Manager.
Handles general guest inquiries regarding the hotel and its facilities, daily events and functions taking place.
Ensures to be aware all the time of the hotel product knowledge, hotel facilities
Ensures that all guests messages are recorded as per hotel standards
Ensures that all in house guests wake up calls are recorded and completed on time and professional way as per standard
Updates the Daily Information Sheet with all relevant information
Prints various reports from Opera and MS Outlook file the same and sent it to Manager incharge on daily basis.
To carry out shifts/tasks when required and to perform any other duties that may be assigned from time to time by the Management
To always be fully aware of all activities taking place in the hotel, the city and the region, so that guests consistently receive uptodate and correct information
To always be thoroughly familiar with the hotel and conversant with all hotel services and the opening & closing times of all outlets
To ensure that all incoming calls are answered within three rings and according to the hotel's standards
To ensure that all call transfers are handled according to the hotel standards
To ensure that all faxes/messages received for guests or hotel departments are recorded correctly and handed over to Concierge/concerned department in a timely manner
To ensu