Royal Service Agent
FRHI
Dubai, United Arab Emirates
منذ 17 ساعات

Summary of Responsibilities :

Reporting to the Manager, Royal Service, responsibilities and essential job functions include but are not limited to the following :

  • Consistently offer professional, friendly and engaging service
  • Process all external and internal calls either by redirecting calls or assisting the caller
  • Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
  • Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office, Engineering and Food & Beverage
  • Maintain, monitor and update the Guest Recovery’ log in the Royal Service software system, update and report where necessary to the relevant Leaders
  • Serve as a liaison for Guests requiring information relating to all aspects of the hotel
  • Handle, track and coordinate shipments relating to Lost & Found’
  • Arrange guest amenities to recognize special occasions and VIP guests
  • Handle and distribute faxes, voice messages and written messages for internal and external Guests
  • Assist Guests with internet trouble-shooting
  • To be aware of hotel internal functions and Outlet Promotions.
  • Awareness of outlet concepts, opening hours and F&B menus contents
  • To answer guest questions in regards to all hotel information including menu food items, beverages and wines in an informative and helpful way.
  • To be able to send out group dinner proposals and inquiries in a timely and professional manner.
  • To follow all standards for reservation policies, group policies, telephone standards, PDR bookings, VIP guests and special requests.
  • To handle any guest feedback in an appropriate manner ensuring the guest leaves the hotel completely satisfied.
  • Work closely with other Departments in ways to better serve our guests
  • Process Dining reservations for all phone inquiries.
  • Have full knowledge of the hotel’s emergency procedures
  • Follow department policies, procedures and service standards
  • Follow all safety policies
  • Other duties as assigned
  • Qualifications :

    Previous customer related experience an asset

    Must be able to type 25 words per minute and the ability to multi-task

    Computer literate in Microsoft Window applications required

    Hospitality system knowledge such as Opera and / or PMS would be advantageous

    Must possess outstanding guest services skills and sophisticated verbal communication skills

    Strong interpersonal and problem solving abilities

    Highly responsible & reliable

    Ability to work well under pressure in a fast paced environment

    Ability to work cohesively with fellow colleagues as part of a team

    Ability to focus attention on guest needs, remaining calm and courteous at all times

    Physical Aspects of Position (include but are not limited to) :

    Frequent sitting throughout shiftShift rotation, including night shiftOccasional standing, kneeling, pushing, pulling, lifting

    Visa Requirements : Please note that you must be eligible to live and work in Dubai. We will assist successful applicants with the visa process and provide flights and accommodation.

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