Guest Experience Specialist – Front Office – Holiday Inn & Suites® Dubai Festival City

Responsibility

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes.
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day’s schedule.
• Jump into other ad-hoc duties when your colleagues need your help.
• Works as part of a team and communicates with other departments as per hotel procedures to ensure excellent quality and service.
• May regularly assist with deep cleaning projects.
• May have turndown duties.
• May assist with other duties as assigned.

What we need from you:

• Communication skills – guests and colleagues will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
• Fluency in the English language – extra language skills would be great, but not essential.
• Literate and tech-savvy – you’ll need a good grasp of reading, writing, basic maths and computers, especially our reservations system, Opera.
• Flexibility – night, weekend and holiday shifts are all part of the job.
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
• Experience – ideally, you’ll have spent at least two years in a front desk or guest service position in a 5 star property
• Ability to work independently and within a team environment.