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- Provide prompt, courteous andefficient service to all guests, so as to achieve a high level ofcustomer satisfaction.
- Facilitate an efficientarrival and departure formality for allguests.
- Assist guest in resort activityenquiries/requests.
- Ensure that establishedlevels of guest service are maintained at all times within thereception area.
- Actively elicit guest feedbackand preferences, regarding resort services and ensure action isinitiated on the same to maximize guestsatisfaction.
- Ensure guest errands are executedas directed.
- Prepare all informationcollaterals for guests and related departments as per the policyand standards.
- Ensure guests are personallywelcomed and greeted by name and escorted to their rooms onarrival.
- Provide information on resort servicesand facilities, as well as local attractions and general enquiresas requested.
- Ensure a member of management isin attendance of all arrivals anddepartures.
- Ensure sufficient stocking ofwelcome beverage, refresh towels and special departure expressionsare maintained.
- Coordinate transportation forguests in collaboration with the Concierge, Bell Captain and BellMen including buggy and car transfers.
- Providecomplete assistance to guests on arrival and departure (check inand check out).
- Prepare accurate room folios /bills and ensures settlement of thesame.
- Responsible for all check outs being doneefficiently and accurately.
- Handle difficultsituations effectively following resort policies andprocedures.
- Perform all duties andresponsibilities in a timely and efficient manner in accordancewith established Resort's Policies & Proceduresto achieve the overall objectives of thisposition.
- Ensure proper record keeping anddocumentation, as per statutory and organizationalrequirements.
- Closely liaise with GuestServices Centre in ensuring all follow ups are done in a timelymanner.
- Ensure correct documentation of alltransactions at Front Office duringshifts.
- Communicate promptly and efficientlyguest complaints and compliments to the Front Office Manager / DutyManager.
- Keep superior promptly and fullyinformed of all problems or unusual matters ofsignificance.
- Ensure safety and security ofguests' belongings.
- Adhere to allorganizational policies and standards.
- Activelyparticipate in selling excursions and coordinating recreation, spaand Food & Beverage.
- Responsible forimplementing and maintaining the sanctity of the Guest ServiceQuestionnaire daily as per standard operatingprocedure.
- Attend behavioral and vocationaltraining in own and related work areas, to enhance skills anddevelop multi-functionality.
- Ensure that allfellow team members follow Safety rules and operatingprocedures.
- Is aware of all house rules andassists in enforcing them on teammembers.
- Always conduct himself/herself in sucha manner so as to encourage all fellow team members to dolikewise.
- Maintain a favorable workingrelationship with all other company team members to foster andpromote a cooperative and harmonious workingclimate.
- Project at all times, a favorableimage of the company, resort and department.
- A strong focus on customerservice
- Prior experience in hotel front officeoperations is preferred
- Excellent communicationskills; fluency in English and German Language isrequired
- Be able to work shifts, weekends andpublic holidays
- Computer skills in Ms Office;experience with current Property Management Systems (PMS) ispreferred.
Guest Relation Officer - Dubai, United Arab Emirates - Anantara Hotels Resorts & Spas
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Qualifications