Guest Services Executive – Reception

at Jumeirah Emirates Towers
Published May 30, 2024
Location Dubai, United Arab Emirates
Category Chefs / F&B / Housekeeping / Hospitality  
Job Type Full-time  
Responsibilities Give a warm welcome to guests on arrival and register them as well as issuing room keys in the appropriate welcome booklet  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 Take payment from guests on departure and close their bills correctly  Be efficient in assisting guests throughout their stay with any requirements  Sell rooms to walk-in guests at the maximum rate possible  Ensures that the Guest Services desk is manned, operationally prepared and stocked at all times  Maintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybody  Update all information given by guests on the Registration Card on check-in into the Fidelio system making sure that all required information has been provided  File all Registration Cards and dockets for in-house guests in appropriate buckets and perform regular bucket-checks  Neatly file registration cards of departed guests by date and in alphabetical order.  Scan the passport of every guest on arrival and save the data correctly for the CID Report  Carry out a Routing Instruction Report regularly and ensure that all required back-up is attached the Registration Cards neatly  Logs and keeps the immediate supervisor fully informed of all challenges, negative feedback or unusual matters of significance  Attend the daily handover briefing at the beginning of each shift  Identify and anticipate guest’s needs and assist in any possible way, keeping in mind Hallmark no. 2, ‘My first response to a guest will never be “no”  Open safe deposit boxes for guests ensuring that details and signatures on the record card are completed and correct  Check and action traces in Opera on arrival and departure as well as setting traces sensibly at all times  Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests  Take advance payment guarantee on check-in for all guests according to the Resort’s Credit Policy  Carry out a Credit Check Report on each shift ensuring that all in-house rooms have sufficient credit  Carry out cashiering duties like foreign currency exchange, paid outs etc. Close their individual cashier audit at the end of each shift ensuring that all details balance  Maintain their cash float, take full responsibility for it ensuring that it is balanced at all times  Minimize rebates and ensure that they all have sufficient justification, back-up and signatures   Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Team Leader  Adhere to HEART of Jumeirah & Spirit of Jumeirah in all daily activities.
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 Executive to join the team in Jumeirah Emirates Towers. The main purpose of this role is to be the main point of contact for the guests upon arrival until their departure and to handle all enquiries throughout their stay in a friendly and effective manner always striving to exceed expectations. Your key responsibilities will include:

  • Give a warm welcome to guests on arrival and register them as well as issuing room keys in the appropriate welcome booklet
  • 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
  • Take payment from guests on departure and close their bills correctly
  • Be efficient in assisting guests throughout their stay with any requirements
  • Sell rooms to walk-in guests at the maximum rate possible
  • Ensures that the Guest Services desk is manned, operationally prepared and stocked at all times
  • Maintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybody
  • Update all information given by guests on the Registration Card on check-in into the Fidelio system making sure that all required information has been provided
  • File all Registration Cards and dockets for in-house guests in appropriate buckets and perform regular bucket-checks
  • Neatly file registration cards of departed guests by date and in alphabetical order.
  • Scan the passport of every guest on arrival and save the data correctly for the CID Report
  • Carry out a Routing Instruction Report regularly and ensure that all required back-up is attached the Registration Cards neatly
  • Logs and keeps the immediate supervisor fully informed of all challenges, negative feedback or unusual matters of significance
  • Attend the daily handover briefing at the beginning of each shift
  • Identify and anticipate guest’s needs and assist in any possible way, keeping in mind Hallmark no. 2, ‘My first response to a guest will never be “no”
  • Open safe deposit boxes for guests ensuring that details and signatures on the record card are completed and correct
  • Check and action traces in Opera on arrival and departure as well as setting traces sensibly at all times
  • Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
  • Take advance payment guarantee on check-in for all guests according to the Resort’s Credit Policy
  • Carry out a Credit Check Report on each shift ensuring that all in-house rooms have sufficient credit
  • Carry out cashiering duties like foreign currency exchange, paid outs etc.
  • Close their individual cashier audit at the end of each shift ensuring that all details balance
  • Maintain their cash float, take full responsibility for it ensuring that it is balanced at all times
  • Minimize rebates and ensure that they all have sufficient justification, back-up and signatures
  • Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Team Leader
  • Adhere to HEART of Jumeirah & Spirit of Jumeirah in all daily activities.

About you:

In order to be considered for this role, you will have at least two years of working experience in a similar role in a luxury five-star hotel environment.

You will have excellent written and spoken English skills, additional language is advantage. Knowledge of hotel operating systems is a must. Your experience in handling guest requests and exceeding their expectations would be regarded as essential.

Should be able to quickly learn and adapt to a new work environment.

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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