Guest Relations Agent

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids' Club.

Job Description

1. Execute the daily functions of arrival and departure for guests in a manner keeping with the Brand Standards.
2. Adhere to and execute all job task checklist points.
3. Perform registration process by obtaining data from guest and by observing the established guidelines.
4. Serve welcome drinks and towels to guests.
5. Lobby Management: ensure areas are well maintained, neat and organized.
6. Queue Management: ensure flawless communication when guests await assistance from another team member.
7. Review all Group Resumes, VIP reports, and daily business reports.
8. Maintain high standards of personal appearance and grooming, including wearing the proper uniform and nametag while working.
9. Comply at all times with Brand standards and regulations to encourage safe and efficient hotel operations, including Front Office and Accounting policies.
10. Handle cash and credit processing as required, including Gift Card redemption.
11. Support the Concierge or Royal Service agent as needed.
12. Resolve guest complaints or follow up with the manager as necessary.
13. Review room queue and work with Housekeeping to expedite turnover.
14. Communicate with guests to inform them when their room is ready and coordinate luggage delivery with Guest Services if luggage has been stored.
15. Post applicable charges for late check-out requests.
16. Perform daily "bucket check report" against guest folio ensuring that charges are accurately posted and support receipts are properly filed/attached.
17. Ensure that one's cash report is balanced and closed at the end of the shift with remittance envelope dropped in the cash vault.
18. Ensure strict control of room keys and enforce key handling procedures for maximum security.
19. Handle and document guest valuables secured in the hotel safe deposit box.
20. Drive and champion ALL loyalty programs.
21. Promote FO Up selling program.
22. Be familiar with hotel services and promotions and actively promote them.
23. Use Royal Service team as the main communication method throughout the department as needed.
24. Take and deliver accurate and timely guest messages.
25. Respond positively to queries.
26. Follow department policies, procedures, and service standards, including all safety policies.
27. Perform other tasks as assigned.

Qualifications

1. Passion for guest service.
2. Excellent written and verbal communication, interpersonal, and leadership skills.
3. Highly organized, results-oriented with the ability to be flexible and work well under pressure.
4. Degree or Diploma in Hospitality Management is an asset.
5. Fluency in English; secondary language preferred.
6. Minimum of 1 year previous hotel experience is an asset.
7. Ability to handle a multitude of tasks and guest requests.
8. Knowledge of Opera or Opera Cloud Property Management System is an asset.
9. Ability to work independently and prioritize responsibilities.
10. Experience with a hotel loyalty program is an asset.
11. Computer proficiency in a Windows environment (Word, Excel, PowerPoint).