GUEST SERVICE EXECUTIVE REQUIRED IN DUBAI - Dubai
The Guest Service Executive leads, administers and supervises all True Waldorf Service arrivals in order to achieve an authentic and unique service experience for our guests by providing the highest levels of courtesy, professionalism and unparalleled service. This position acts as a first impression of the hotel by contacting guests prior to their arrival, ascertaining their needs and preparing for their stay.
What will I be doing?
The Guest Service Executive provides guests with a stay experience that is customized to their needs, while creating a sense of “we’ve been expecting you.”
Contact TWS and VIP guests through TWS pre- arrival email process and pre- arrival phone calls to welcome the guest and ascertain their needs and special arrangements, as well as their arrival time.
Ensure that all relevant departments are advised of the guest’s history and requests/preferences prior to arrival.
Own and action all guest requests by assessing the guest needs and adding personal recommendations and touches to achieve maximum guest satisfaction.
Ensure that the property specific guest preferences are set up and updated in the ONQ property management system.
Provide a warm and personal welcome experience to guests.
Inspect the guest’s room/suite on day of arrival and report any issues to the relevant departments.
Check in the arriving TWS and VIP guests and check out the departing guests in a friendly and caring manner by enlivening True Waldorf Service at all times.
Extend special care to opportunity guests and follow through during the stay.
Demonstrate a full knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
Maximize room occupancy and use up- selling techniques to promote hotel services and facilities.
Act in accordance with policies and procedures when working with front of house equipment and property management systems.
Follow Waldorf Astoria brand standards at all times.
Support other team members or departments when needed.
What are we looking for?
The Guest Service Executive for the Waldorf Astoria Dubai International Financial Centre is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Previous experience in a customer service function
An ability to listen and respond to demanding Guest needs
Excellent interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service
Ability to work under pressure
Flexibility to respond to a variety of different work situations
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Previous experience in hotel environment
A passion for delivering an exceptional level of guest service
High level of IT proficiency
Luxury hospitality experience in a similar role
What will it be like to work for Waldorf Astoria Hotels & Resorts?
Waldorf Astoria provides guests the exceptional environment and the personalised attention of True Waldorf Service that creates a singular experience. If you understand the value of personalised attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!
