Summary of Responsibilities :
Reporting to the Front Office Leadership, responsibilities and essential job functions include but are not limited to the following :
Coordinate with Front Office, Housekeeping and In Room Dining to ensure room preferences are honored so that Arrival, Stay and Departure experience is a seamless experience
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, and listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet operating hours, hotel’s lay-
out, activities taking place and local attractions.
Responsible in consolidating guest interview statistics and general comments.
Conduct guest relations courtesy calls.
Meet and escort arriving guests ensuring that their needs are satisfied and that they are checked-in in a courteous and efficient manner.
Contact / Meet Guests during their stay and assist with any needs that arise
Drive and champion Fairmont President’s Club program
Conduct regular inspection of rooms and liaise with housekeeping or engineering on deviation from standard set-ups
Review all Group Resumes, VIP reports, daily business reports
Perform registration process by obtaining data from guest and by observing the established guidelines
Resolve guest complaints
Implement repeat guests and other related programs as well as updating guest profile with pertinent information and general comments.
Review all Fairmont President’s Club / VIP guest incidents and ensure proper follow up is completed with the relevant departments
Take ownership in servicing our Fairmont President’s Club members
Ensures that all Front Office Standards Operating Policies & Procedures are adhered to
Ensures that preferences are collected for guests regularly
To support the Concierge or Royal Service agent as required
Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
To be able to act with initiative, planning for the future and possible consequences. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
Uses Royal Service Manager as the main method of communication throughout the department as required for communication
Adheres to and executes all job task checklist points.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working
Be familiar with hotel services and promotions and promote them
Take and deliver accurate and timely guest messages.
Respond to queries positively.
Follow department policies, procedures and service standards, including all safety policies
Other duties as assigned
Arrives to work, ready to Work.
Passion for guest service
Execellent written and verbal communication, interpersonal and leadership skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Degree or Diploma in Hospitality Management is an asset
Fluency in English, secondary language preferred
Minimum of 1 year previous Hotel experience is an asset or in same role would be preferable.
Must have the ability to handle a multitude of tasks and Guest requests
Knowledge of Micros-Fidelio Property Management System an asset
Ability to work independently and prioritize responsibilities
Experience with a Hotel loyalty program an asset
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
Physical Aspects of Position :
Physical aspects of the position include but are not limited to the following :
On feet (either in standing position or walking) for up to 90% of the shift
Frequent computer usage throughout the day
Occasional kneeling, pushing, pulling, lifting
Occasional ascending or descending ladders, stairs and ramps
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.