Guest Service Agent

دوام كامل في a Laimoon Verified Company في UAE

نُشرت يوم November 1, 2024

تفاصيل الوظيفة

Job Descriptions:

Qualifications:

Must have at least 1-year experience in the hospitality industry.

Ability to communicate effectively in English and Arabic.

Strong will to work very flexible hours and ability to work under pressure.

Experience working in an island resort.

Basic computer skills; knowledge of OPERA is a must.

Key Job Responsibilities:

Be an ambassador of Front Office inside and outside of the workplace.

Provide personalized experience to all guests, following resort standards and procedures.

Ensure that all guests receive a warm welcome and enjoy their stay with the finest personal service.

Personally greet and escort guests rather than pointing out directions.

Ensure the privacy of guests and confidentiality of information is respected.

Ensure uncompromising levels of cleanliness and maintenance of the workplace.

Properly use supplies and equipment, requesting requisitions as per business need.

Manage guest complaints professionally, resolving to the guest's satisfaction and recording it.

Call the FOH supervisor for advice in serious cases or if approval is required.

Ensure proper telephone etiquette as per Al Maya Resort standards.

Interact with guests approaching the Reception for check in/check out, inquiries, and key handling, respecting resort standards and procedures.

Report all guest comments or complaints.

Be aware of all VIPs visiting or staying in the resort.

Maintain accurate Guest History.

Check arrival lists and block villas according to guest requests and needs, as advised by Supervisor/Resort Manager.

Ensure that all assigned and blocked villas requiring special setups are accurately displayed in the PMS and available to Housekeeping and other departments in due time.

Ensure cold/hot towels and welcome drinks are prepared and served on guest arrival at the resort.

Follow all local government requirements concerning resort guests and files.

Handle guest files and folios daily, ensuring all immigration, financial, and audit procedures are fully respected.

Be aware of forged currency and travelers checks, respecting all financial and audit procedures.

Ensure proper handover between shifts (Arrivals/Departures/Early Arrival/VIP, Early Departure, No Shows, Credit Limit).

Ensure printers, computers, and extensions in the office are working properly; inform IT of any equipment problems.

Familiarize with all functions and events for the day in the resort.

Familiarize/update with any promotions, advisory emails, and fact sheets attached to the handover clipboard.

Check all desk stationery and ensure sufficient stock for the shift; maintain a clean and tidy desk.

Ensure cash float is complete and has enough change.

Check and action all traces and update the next shift.

Stay updated with the latest administrative, organizational, operational, or other changes and news.

Monitor reception email from time to time and follow up on any pending during your shift.

Follow up on credit risk report and update the Manager on duty, highlighting any high-risk situations immediately.

Double-check the TA city ledger closed for due out; if not, communicate with Reservations and take action.

Authorize credit cards for next day arrivals; email Reservations for all credit cards that cannot be authorized.

File all checks from different outlets.

Print departure report and follow up on departures without timing.

Update all registration cards with 100% profile quality, ensuring departure time for all arrivals and deleting unnecessary alerts.

Ensure all villas checked in/out are updated in the DCT e-services website, cross-checking using your user log printed from OPERA.

Ensure all departures for the day are done or minimally handed over (status) to the next shift.

Ensure cashier closure (Cashier by journal / arrival & departure reg. card, cash envelope) is handed over to Supervisor for counter check and signature.

Prepare and check journal for closure.

Close and count your cash float.

Endorse pending tasks and guest requests to remaining colleagues for appropriate follow-up.

Check departure lists and ensure check-out times are respected.

Monitor villa status and discrepancies.

Drive positive guest reviews for TripAdvisor, Booking.com, and other social media channels.

Properly use all equipment and Opera Management system, having perfect knowledge of the setups.

Strictly respect villa keys and section keys handover procedures.

Respect schedules, terms, and deadlines as agreed with Management.

Daily read the logbook, update it, and sign it.

Be aware of all resort facilities operating timing and promote internal activities and events.

Stay updated with the latest administrative, organizational, operational, or other changes and news.

Liaise closely with Sales and Reservations on rate management.

Attend daily briefing with the front office team to recap tasks and activities.

Maintain an atmosphere of high morale and a happy working relationship among the team.

Report suspicious characters or suspect packages.

Ensure security of payments with guest deposits.

Be alert on fraud.

Carry out any other duties as required.

Ensure proper use of PPE while working and adhere to the resort's safety and hygiene protocol.

Job Type: Full-time

Pay: AED1,900.00 - AED2,200.00 per month

Ability to commute/relocate:

Abu Dhabi: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Education:

Diploma (Required)

Experience:

Reception: 1 year (Required)

Language:

Arabic & English (Required)

Application Deadline: 30/11/2024

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