Guest Services Assistant – Telecommunications

at Jumeirah Emirates Towers
Published May 30, 2024
Location Dubai, United Arab Emirates
Category Chefs / F&B / Housekeeping / Hospitality  
Job Type Full-time  
Responsibilities At all times sounds pleased to handle the call and take care to speak distinctly with a pleasant tone of voice Maintains the privacy of all guests by ensuring that we follow the General Data Protection Regulation (GDPR) Follow the PCI (Payment Card Industry) policy and procedure Follow FRAUD PREVENTION policy and procedure Reads the logbook to get all the information needed and take verbal handover from the preceding Operators on duty. Checks the e-mail for important messages. Checks all the instruments in the department, all the PC consoles, Opera, and all the stationery in the department as well. Checks the DND sheet and do the required procedures accordingly. Reads the whiteboard and the notice board for further information such as, who is the manager on duty, HK, Engineering, duty mobile, etc. Checks the fax machine and the status of the paper. Updates the white board by the following information with required operational information. Print out emergency reports for hotel every 5AM, 11AM and 5PM hours, and save every 12AM, 8AM, 12PM, 4PM and 08PM. Gives a proper handover to the following shift. Assist with callers’ request or pass it on to the concerned department/room number  Handle all incoming and outgoing faxes for guests/departments. Handle messages for in-house and expected guests.  Ensure that all requests are handled in a timely manner and to follow up with  the guest ensuring satisfaction in service provided HotSOS Escalate any expression of the guest satisfaction to the senior colleague on duty immediately and raise R4. Ensure all wake calls are correctly written in the HotSOS report. Ensure all wake calls are given on time and written in a clear readable handwriting  Clear all doubts and cross check all wake up calls before leaving the shift.  Handle shift responsibilities in the absence of a Team leader. Update hotel extension list regularly. Maintain discipline and a low tone of voice in the department to avoid background noise Maintain grooming as per the company’s grooming standards  Assist new colleagues with the day-to-day operations.  Assist in generating revenue by using the techniques of up-selling and suggestive selling. Have high product knowledge about Jumeirah Hotels & Resorts.(JCH)
Industry Hospitality

Description

JOB DESCRIPTION

About Jumeirah & the Hotel:

Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different™ brand promise.

Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated dining destinations and surprising architecture and design at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 23 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.

As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.

An architectural masterpiece, Jumeirah Emirates Towers offers luxurious experiences in the heart of UAE’s most dynamic city. Soaring high above the central business and commercial district, Jumeirah Emirates Towers is a dramatic backdrop to Dubai's skyline and a visible statement of the region's growing corporate success. Comprising two equilateral triangles, this landmark structure is home to an Office Tower, Hotel Tower and shopping Boulevard. The hotel encompasses 400 spacious rooms and suites, 15 world-class restaurants and bars, Talise Fitness, Talise Spa as well as elite shopping and lifestyle attractions at the Boulevard, a prestigious retail destination. The award-winning hotel has multiple venues for inspiring events including the grand Godolphin Ballroom and 16 meeting rooms.

About the Job:

An exciting opportunity has arisen for an experienced Guest Services Assistant to join the team in Jumeirah Emirates Towers. The main purpose of this role is to be responsible for the speedy and courteous answering of the incoming calls both internal and external in a warm and friendly tone and providing smooth and efficient operation and maintain professional handling of the telecommunication operation. Your key responsibilities will include:

  • At all times sounds pleased to handle the call and take care to speak distinctly with a pleasant tone of voice
  • Maintains the privacy of all guests by ensuring that we follow the General Data Protection Regulation (GDPR)
  • Follow the PCI (Payment Card Industry) policy and procedure
  • Follow FRAUD PREVENTION policy and procedure
  • Reads the logbook to get all the information needed and take verbal handover from the preceding Operators on duty.
  • Checks the e-mail for important messages.
  • Checks all the instruments in the department, all the PC consoles, Opera, and all the stationery in the department as well.
  • Checks the DND sheet and do the required procedures accordingly.
  • Reads the whiteboard and the notice board for further information such as, who is the manager on duty, HK, Engineering, duty mobile, etc.
  • Checks the fax machine and the status of the paper.
  • Updates the white board by the following information with required operational information.
  • Print out emergency reports for hotel every 5AM, 11AM and 5PM hours, and save every 12AM, 8AM, 12PM, 4PM and 08PM.
  • Gives a proper handover to the following shift.
  • Assist with callers’ request or pass it on to the concerned department/room number
  • Handle all incoming and outgoing faxes for guests/departments.
  • Handle messages for in-house and expected guests.
  • Ensure that all requests are handled in a timely manner and to follow up with  the guest ensuring satisfaction in service provided HotSOS
  • Escalate any expression of the guest satisfaction to the senior colleague on duty immediately and raise R4.
  • Ensure all wake calls are correctly written in the HotSOS report.
  • Ensure all wake calls are given on time and written in a clear readable handwriting
  • Clear all doubts and cross check all wake up calls before leaving the shift.
  • Handle shift responsibilities in the absence of a Team leader.
  • Update hotel extension list regularly.
  • Maintain discipline and a low tone of voice in the department to avoid background noise
  • Maintain grooming as per the company’s grooming standards
  • Assist new colleagues with the day-to-day operations.
  • Assist in generating revenue by using the techniques of up-selling and suggestive selling.
  • Have high product knowledge about Jumeirah Hotels & Resorts.(JCH)

About You:

  • Min 01 year Hotel Experience in Front Office.
  • Basic Computer Knowledge, i.e. Internet, Outlook.
  • PMS - Opera
  • Accustomed to handling customer complaints
  • Able to communicate effectively and to respond well (switched on) to questions and requests
  • Well groomed/presented
  • Enthusiastic and eager
  • Portrays self confidence
  • Well versed spoken and written English, assertive communication style

DESIRED

  • Additional Language: Arabic, Russian, Chinese or European language

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 like to associate her/himself with one of the most luxurious brand in the hospitality industry.

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