Job Summary:
We are seeking a Guest Experience Agent for voco™ Dubai Palm Jumeirah. This role is vital in ensuring that all our guests receive a 'Reliably Different' experience from check-in to check-out. You will manage front desk operations, handle guest inquiries, and ensure a smooth and memorable stay for all visitors.

Responsibilities:

• Manage front desk services, including welcoming guests, check-ins, check-outs, and handling guest inquiries and special requests.
• Coordinate with other shifts and departments to ensure smooth transitions and follow-up on unresolved matters.
• Review daily reservations, ensuring proper room allocations and special requests are handled efficiently.
• Perform guest registration and process transactions following hotel guidelines, ensuring accuracy and speed.
• Answer phone calls promptly and professionally, relaying messages and facilitating guest requests for mail, packages, or other services.
• Close guest accounts at check-out, resolving any disputes or dissatisfaction through negotiations if needed.
• Maintain strict control over room keys and enforce the hotel’s security procedures.
• Ensure that all rooms due for check-out are updated in the system and promptly cleared.
• Familiarize yourself with all hotel services, promotions, and facilities to assist guests accurately.
• Operate front office systems, including the Property Management System (PMS), credit card machines, and key systems.
• Ensure compliance with hotel regulations, safety protocols, and employee guidelines.
• Maintain filing systems and accurate records.
• Actively participate in upselling hotel services and packages to enhance guest experience and meet financial goals.

Requirements:

• 1+ years of experience as a Front Desk Associate or Guest Service Agent, preferably in a luxury hotel.
• Strong written and verbal communication skills in English; knowledge of additional languages such as German is a plus.
• Experience with Opera or similar Property Management Systems (PMS).
• Ability to work in a fast-paced environment, standing for extended periods and handling multiple tasks simultaneously.
• Available to work shifts, weekends, and public holidays.
• A friendly, outgoing personality with a passion for delivering outstanding guest service.
• Strong problem-solving abilities and attention to detail, ensuring guest satisfaction.
• Team player with a flexible, can-do attitude.

Level of Education:

• High school diploma or equivalent; hospitality-related training or certification is preferred.

Work Hours:

• Full-time position; shifts may include nights, weekends, and public holidays.

Experience in Months:

• Minimum of 12 months in a similar role.