Guest Services Specialist

Roles and Responsibilities

An opportunity has arisen for a Service One Agent to join our Telecommunications team at Jumeirah Beach Hotel. The main duties and responsibilities of this role:

• Responsible for the speedy and courteous answering of the incoming calls both internal and external in a warm and friendly tone.
• Entering of HotSOS guest requests and monitoring of response timing.
• Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring satisfaction in service provided.
• Ensure all wakeup calls are correctly input into PMS.
• Ensure all wakeup calls are given on time and that the task is completed in PMS.
• Monitoring E Butler Chat and responding within 60 seconds.

About You:
The ideal candidate for this position will have the following experience and qualifications:

• Minimum of 1 year luxury hospitality experience in a similar role.
• Excellent communication and interpersonal abilities.
• Flexibility to work evenings, weekends, and holidays as needed.
• Ability to multitask and work under pressure in a fast-paced environment.
• Fluency in English; additional language skills are a plus.

About the Benefits:
We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package including dental coverage, flights home, life insurance, incentive programs, and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.

Desired Candidate Profile

1. Guest Reception: Welcoming guests upon arrival, checking them in, and providing information about the venue’s amenities and services.
2. Information Provider: Answering questions about the facility, local attractions, and services, ensuring guests feel informed and valued.
3. Assistance with Reservations: Helping guests with booking services, such as dining, activities, or transportation.
4. Handling Complaints: Addressing guest concerns or complaints promptly and professionally, escalating issues to management when necessary.
5. Coordination with Other Departments: Collaborating with housekeeping, maintenance, and other teams to ensure guest needs are met.
6. Record Keeping: Maintaining accurate records of guest interactions, requests, and feedback.
7. Assisting with Check-Out: Facilitating a smooth check-out process, including billing and handling payments.
8. Promoting Services: Informing guests about promotions, events, or additional services available to enhance their stay.

Key Skills

1. Communication: Strong verbal and written communication skills to interact effectively with guests and team members.
2. Customer Service: A friendly, approachable demeanor with a focus on providing excellent service.
3. Problem-Solving: Ability to handle unexpected situations and resolve issues efficiently.
4. Multitasking: Managing multiple tasks and priorities in a fast-paced environment.
5. Attention to Detail: Ensuring accuracy in reservations, billing, and guest preferences.
6. Cultural Sensitivity: Understanding and respecting diverse backgrounds and needs of guests.
7. Time Management: Efficiently organizing tasks to enhance the guest experience without delays.
8. Technical Proficiency: Familiarity with reservation systems and basic office software.