Guest Services Assistant - Service One - Jumeriah Carlton Tower

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 28 properties across the Middle East, Europe, and Asia. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels, and luxury residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.

Situated in the heart of Knightsbridge, one of London’s most exclusive neighbourhoods, Jumeirah Carlton Tower is the quintessential address in SW1 where heritage meets contemporary luxury. Featuring 186 beautifully appointed guest rooms, 87 of which have the fantastic benefit of a balcony, a rarity for the capital, enabling guests to take full advantage of the stunning views across London. The property also boasts the city’s largest naturally lit swimming pool, situated at the impressive rooftop health club and spa, The Peak, access to the private Cadogan Gardens, and destination French restaurant La Maison Ani.

About The Job

An opportunity has arisen for a Guest Services Agent to join the Service One team in Jumeirah Carlton Tower. The main duties and responsibilities of this role are:

• 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 delivered on time and that the task is completed in PMS.
• Monitoring E-Butler chat system and responding within 30 seconds.
• At all times sounds pleased to handle the call and take care to speak distinctly with a pleasant tone of voice.
• Check all the e-mail inboxes.
• Check all the instruments in the department, all the PC consoles, Opera and all the stationary in the department as well.
• Check the DND sheet and do the required procedures accordingly.

About You

• You would need to be fully aware of your work schedule and ensure adequate notice is given with circumstances when you are prevented from adhering to the schedule.
• Reports any incidents, complaints, suspicious persons, or safety hazards immediately.
• Ensure strict control is adhered to when receiving and returning keys.
• To report for duty punctually wearing the correct uniform / attire.
• Provide a friendly, courteous, and professional service at all times.
• Flexible to respond to any changes in the department as dictated by the needs of the industry, company, or hotel.

About the Benefits:

Besides generous F&B benefits and reduced hotel rates across our hotels globally, this role has excellent employee benefits making the role attractive to high performers and any applicant who likes to associate her/himself with one of the most luxurious brands in the hospitality industry. This includes:

• Competitive salary + excellent service charge.
• Extra holiday for significant Birthdays (21, 30, 40, etc.).
• Life insurance.
• Jumeirah perks website access – discount.
• F&B and Spa treatment discount.
• One and a half times pay for work during bank holidays.
• Dry cleaning of uniform or business attire.
• Meals on duty.
• Employee assistance programs.
• Wellness benefits – Chiropodist, Flu jabs, and more!
• Taxi service after hours.
• Social events & recognition programs.
• Ongoing training & development.
• Wedding/Baby gift.
• Cycle scheme.
• Internal transfer scheme.
• Eye test and discount for VDU users.
• Dental cash back plan.
• External transfer scheme.

You must be resident in the UK and be able to work in the UK in order to apply for this role.