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Guest Experience Officer
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Salary
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Job Description
- Acts as Supervisor in all aspects of the Front Lobby
- Supports and assists Front Office personnel in all Front Office Departments (Guest Relations, Concierge, Bell Desk and Front Desk), along with other hotel departments
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
- Conduct routine inspections of the Front Office (entrance, bell, and public areas) and take immediate actions to correct any deficiencies
- Knowledgeable about the City of Dubai, on-going events and history, all areas in the Hotel and the Hotel history, and includes information about the hotel, city and history whenever welcoming a guest and creates a unique experience
- Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
- Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
- Knowledgeable about the SOPs.
- Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner; field guest complaints conduct research and resolve and negotiate solutions
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests and amenity delivery)
- Provide guest room tours and escort VIPs and other guests to guest rooms
- Inspect guest rooms before their arrival.
- Handles requests for late checkouts according to established hotel procedures
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information
- Ensure all Front Office staff is properly trained including service expectations, hotel facilities and services, local directions, safety procedures, etc. and have the tools and equipment needed to effectively carry out their job functions.
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