About Jumeirah and Madinat Jumeirah Resort At Jumeirah we are committed to encouraging and developing our colleagues in world class environments.
We value diversity and equal opportunities, employing over 10,000 colleagues from over 90 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.
Madinat Jumeirah The Arabian Resort of Dubai is a magnificent tribute to Dubai’s heritage with two grand boutique hotels, Arabian summer houses, the exclusive Malakiya Villas, over 40 world-
class restaurants and bars, a traditional souk, 3km of waterways with abras, the region's leading conference and banqueting centre, 2km of private beach, the award-
winning Talise Spa, and the superlative Talise Fitness health club.
About the Role
The Guest Services Manager is responsible for the entire operation of Guest Relations in Dar Al Masyaf. This whilst achieving the Sectional Objectives for the financial year and maintaining standards of service in accordance to the standard operating procedures.
Provide and maintain a high level of supervision and management by proactive and interactive leadership. Ensure that all guests’ needs and requirements are met and or exceeded, providing at all times the highest level of service and satisfaction by working closely with all related departments.
Your main duties will include the following :
To ensure smooth and efficient daily operation of the Guest Relations Operation ensuring that all hotel guests and visitors receive an optimum level of service and care at all times
Ensure correct protocol and treatment is prepared and given to our high profile VIP guests
Ensure that all guest arrival and departure procedures are completed as defined in the Guest Services SOP Manual
Ensure that all Guest History Files are well maintained by supervising maintenance of guest history records and carrying out regular spot-
checks on the quality & usefulness of the information
Oversee the duty schedule of Front Office to ensure that there is sufficient supervision and manning for all daily operations
Ensure that appraisal are conducted effectively in Front Office department and recorded according to Jumeirah and MJ Policy
Ensure that SOP’s and manual are updated and available for all colleagues
Control review and update SOP’s whenever necessary and ensuring that any changes are communicated to all concerned staff
Maintain records of customer feedback and records of action taken to address complaints and negative rating and / or comments
Communicate new or amended procedures to relevant departments / colleagues in timely manner, ensuring they have been understood
Ensure that training plans are established according to the department’s need and are being followed in all Front Office Department and that hours are recorded and filed accurately
Assist in the daily operation ensuring to always be a leading example showing excellent customer service skills
Attend the daily Rooms Division morning meeting in AQ and attend Operational and Department Head meetings whenever required and actively participate in achieving common results
Ensure manning and competence level of selected colleagues is sufficient for the department to meet the needs of the organization and customer
Provide constant coaching, counseling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization
Issue purchase requests and approve store requisitions, ensuring that departmental stocks are sufficient, nut not exceeding the requirement
To ensure that all department expenses are in line with the budget and that all costs are strictly controlled with focus on amenity costs
Motivates colleagues and provides a work environment which brings out the best in team members
Perform any other reasonable tasks as per request of management
Bachelor Degree in a given field.
At least 2 years Assistant Guest Service Manager Experience or similar in a 5 star hotel with a minimum of 200 rooms.
Knowledge of basic Microsoft Office applications.
Knowledge of front office application.
Excellent Opera Knowledge (Front Office Applications)
Fluency in written and spoken English