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
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.