Guest Relations Executive

Job Summary

An opportunity has arisen for a Guest Relations Executive to join the Front Office team in Jumeirah Royal Saray Bahrain.

Responsibilities

• Actively use the Jumeirah Hallmarks, Guiding Principles and the ‘Everything Considered’ approach in every day tasks. Live the Vision, Mission, Guiding Principles and Hallmarks of Jumeirah and lead by example.
• Making sure the guests understand the ‘Stay Different’ concept
• Assist the Concierge and Front Office Operations with any guest service requirements.
• To recognize repeat guests & their preferences. Establish and develop personal guest contacts, promote feedback and be consistently proactive in anticipating guest needs and requirements.
• Ensure that the maximum of guest information are collected with a target of 5 preferences daily and passed on to the guest history team.
• Maintains open line of communication and co-ordination with related departments to ensure customer requests and complaints are handled effectively and efficiently at all time.
• Adheres to the Hotel standards and SOP of guest services at all times with ensuring a high level of quality service.
• Adheres to the Hotel’s health and safety procedures and policies.
• Be aware of the hotel’s fire and emergency procedure.
• Maintain high grooming standards to be an ambassador and the role model in public areas
• Attend daily and monthly briefings and meetings.
• Making sure all arrangements for VIP’s (i.e., checking rooms, amenities, registration cards, keys, welcome letters..etc) are made in advance and making sure they are met and escorted to their rooms.
• All in-house VIP’s are met during or upon departure and inviting them back to the hotel.
• All Appraisals are completed on time .
• Attend scheduled trainings and meetings
• To greet each guest, who enters through the main door, with a warm smile and make every effort to address by their name. To give a warm welcome and sincere farewell to guests arriving or departing from the Jumeirah Royal Saray.
• Prepare and offer all arrival guests refreshments and cold/ warm towels. Ensure that all operating stock is well maintained and always prepared.
• Escort guests upon arrival to the reception desk, guest relations desk, Club Executive lounge or directly to the room for check-in, depending on the situation.
• Coordinate guest/ visitor arrivals and departure at the main entrance to ensure that all guest requests are well looked after
• Be the link between Butler, Club Executive, Front Office, Concierge and Transportation teams to ensure smooth arrival and departure of guests.
• Report any guest incidents or guest complaints to the Duty Manager.
• To assist with the preparation of group registration and the check in procedure of the group

Desired Skills and Experience

The ideal candidate for this position will have the following experience and qualifications:

• A very good knowledge of our regular guests & their preferences
• To be highly trained on guest relations and communication in a luxury hospitality environment.
• Good written & spoken English language skills. Additional language i.e. Arabic or any other International language is preferred
• Always project smiling, helpful and friendly attitude towards colleagues and guests and provides a courteous and professional service at all times
• PMS knowledge preferred (Opera)

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.