Job description / Role Job Type
Full Time Job Location
Dubai, UAE Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
Customer Service Company Industry
Travel, Hotel & Tourism Company description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartistu00ae, and let your heart guide you in this world where life beats faster.

Job description Main duties and responsibilities: Prepare for daily VIP arrivals in terms of room allocation, amenities and special requests of guests. Keep mise-en-place ready for VIP arrival (registration cards, room keys, welcome drink). Register and process check-in and check-out for all VIP guests efficiently and professionally. Escort VIP guests to their rooms. Update guest information into the computer after a complete check-in. Accountable for cashiering duties, foreign exchange transactions, night audit tasks and settlement upon guests' departure. Handle walk-in counter reservations at all times and process call-in reservations when room reservations section is closed. Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times. Resolve guests' complaints and requests and liaise with the department concerned to ensure immediate follow-up. Handle issuance of guest room key cards and ensure effective control for guest security. Ensure that all messages, mails and packages are delivered to the guest room. Assist at the information counter, foreign exchange and business centre, as and when assigned. Have knowledge of the hotel rate codes, packages, segmentation, discounts and how to handle each. Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously. Follow up with bell desk regarding shuttle bus. Make daily courteous calls to VIP rooms, as well as to other guests. Report any unusual occurrences or requests to manager. Be aware of the hotel accident prevention policies. Ensure the cleanliness and neatness of front office area. Review log book, verify outstanding items and follow up pending matters. Identify if any special assignment for the day. Check hotel situation, occupancy, functions, groups, VIPs. Reannounce VIP rooms to housekeeping and food & beverage departments. Check if all departure details for the day have been taken, as well as for the next day. Arrange for bouquets, cakes and cards in case of guest's anniversary and birthdays. Check VIP rooms after amenities are placed. Coordinate with the lobby manager regarding arrival and departure transport arrangements for the day. File daily guest relations report and documents systematically. At the end of the shift or the day, communicate all information that the next shift has to know for smooth running of operations. Coordinate and share information with the front office, housekeeping, food & beverage and especially with the general manager regarding MIPs and VIPs. Review guest comments daily and contact guests if necessary and possible for direct action. Effectively handle all guest complaints concerning the front office in coordination with the front office manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments and inform general manager where necessary. General/miscellaneous: Be punctual on duty and ensure the same of your employees. Be well groomed to the standards laid down. Insist on the same standard for your employees. Comply with all hotel rules and regulations as outlined in the handbook and be aware of company disciplinary and grievance procedures. Create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment. Promote a helpful and professional image to the customer and give full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude. Anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaction. Give full cooperation to any colleague requiring assistance in a prompt, caring and helpful manner. Be flexible in assisting in other areas of the hotel in response to business and customer needs. Ensure thorough familiarity with the hotel's emergency procedures and maintain a state of preparedness for any emergency which may occur. Maintain a monthly overview of vacation and public holiday balance of all staff and deliver a monthly consolidated summary to the director of HR. Be familiar with all related company documentation and especially with the relevant operational standards for your field of responsibility. Perform other duties as assigned such as the welcome hostess duty several times a week (for female guest relations agents). Special: Assist in task force teams for new openings. Carry out any other reasonable tasks as requested. Qualifications University degree in hotel management. Fresher or a minimum of 1 year experience in a similar role in a 5-star hotel. Preferably a German or French speaker. Additional information Experience is an asset. Prior experience working with Opera or a related system. Fluency in English. Additional languages are a plus. Your team and working environment

In one to two sentences, introduce the team, property or office environment in a way that reflects the culture.

Our commitment to diversity & inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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