Guest Experience Expert – The St Regis Abu Dhabi

Job Requirement:

• To be an ambassador of the Front Office and the hotel, in and outside the work place. 

• To provide a personal service to all the guests, fully aware and following the hotel standards and procedures. 

• To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service. 

• To personally greet and escort the guests rather than pointing out directions. 

• To ensure that the privacy of the guests and the confidentiality of the information is respected.

• To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility. 

• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest’s satisfaction and recording it. 

• To call the Duty/Night Manager, AFOM or FOM for advice in serious cases or if an approval is required. 

• To ensure a proper use of the telephone etiquette as per St. Regis standards. 

• To always keep the working area clean and well maintained. 

• To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly. 

• To attend all guests approaching the Welcome Desk in the procedure of check-in / check-out, inquiries, key handling and all related matters, respecting the hotel standards and procedures. 

• To share daily activity highlights with the manager including internal and external guest opportunities. 

• To be aware of and to report all guest comments or complaints. 

• To be aware of all VIPs visiting or staying in the hotel. 

• To maintain an accurate guest profile. 

• To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Manager. 

• To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time. 

• To properly follow all CID and local government requirements concerning hotel guests and files.

PREFERRED QUALIFICATIONS

Education: Bachelor degree required.

Related Work Experience: At least 1 year of experience within the hospitality industry.