Guest Service Line Agent

Descrição do emprego

We are excited to introduce you to a luxurious and unique urban resort - Melia Desert Palm, a proud member of The Melia Collection. The resort is a five-star boutique property, offering a wide range of one, two, and three-bedroom villas, each featuring an intimate and completely private pool, which is highly sought after, especially amongst the GCC clientele. Additionally, you can stay in our beautifully curated suites with a view of the greenery. What makes this resort stand out is its equestrian theme, which is reflected in every aspect of the property. From four polo fields to a professional polo club, a riding school, and over 200 horses on the estate, you will be surrounded by the beauty of these magnificent animals. If you're looking for relaxation and rejuvenation, then you will love the world-class treatments available at the Samana Spa, or the wellness classes offered in our large recreation center. And when it comes to dining, you will be spoilt for choice with three delightful restaurants to choose from, or you can order food to your villa. Conveniently located just 20 minutes from the DXB airport and 25 minutes from Dubai Mall, Melia Desert Palm offers a serene oasis amidst the hustle and bustle of Dubai. You can unwind and soak up the tranquility of the lush estate while enjoying spectacular views of the dramatic Dubai skyline.

 

At Melia Desert Palm Member of Melia Collection, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect and work hard together to deliver the highest quality of service to all. #LI-MR1

 

• Minimum 1 year experience as a Telephone Operator or similar role
• High school diploma
• Excellent verbal and written English / Arabic communication skills
• Basic computer proficiency
• Date entry experience
• Clerical and basic office skills.
• Knowledge of customer service standards and procedures

 

FUNCTIONAL COMPETENCIES AND RESPONSIBILITIES:

 

• Answer and respond to all incoming telephone calls no later than the third ring.
• Connect all telephone calls immediately, never leaving a caller on hold for longer than 30 seconds.
• Speak slowly, clearly, and with precision to ensure clarity during all telephone interactions.
• Provide brief and accurate answers to all inquiries.
• Handle every guest request with the utmost politeness and professionalism.
• Treat the telephone as the business card of the hotel, always representing the hotel’s values.
• Maintain and handle the telephone console with care, ensuring regular cleaning and hygiene of equipment.
• Ensure a tidy and organized work area with all necessary materials readily available.
• Oversee HMobile operations when requested, ensuring maintenance requests are processed efficiently.
• Monitor pending maintenance requests and follow up to ensure timely resolution
• React appropriately to complaints, taking the correct actions and transferring calls to the responsible person.
• Respond to all reservations and general inquiries via phone, or email, aiming to convert inquiries into firm bookings.
• Follow up on guest history systems and ensure that all communication is attended to by the end of the shift.
• Handle guest feedback, complaints, and operational issues, communicating them to the department head as needed.
• Follow up with guests after departure via email to ensure satisfaction.
• Highlight special requests, VIP status, and billing instructions in the system as needed.
• Prepare daily reservation reports, ensuring accuracy and timely submission based on the needs of the recipient.
• Keep up-to-date with resort product knowledge and the local area, staying informed about industry trends and competitors.
• Double-check all booking correspondences for accuracy before sending out confirmations.
• Coordinate with Front Office for necessary guest follow-up and feedback communication.
• Perform administrative tasks within the department, including manual and electronic filing, and ensuring an organized and efficient work environment.
• Ensure guest confidentiality is maintained at all times, complying with privacy regulations.
• Understand that teamwork is key to ensuring all guests receive the ultimate experience.
• Strive to exceed customer expectations by responding promptly and efficiently to all requests.
• Familiarize yourself with emergency procedures and ensure safety protocols are followed.
• Actively participate in up-selling and cross-selling opportunities within the hotel, promoting internal departments and services to enhance guest experience.
• Demonstrate full knowledge of the resort’s products, services, and offerings to provide guests with informed recommendations
• fully knowledgeable of the daily hotel situation (Occupancy, average room rate, groups and conventions in house, latest package and offers, VIPs
• Basic information on food types, cocktail menus etc. in hotel outlets – Dealt with by Guest Service Line 
• fully knowledgeable of all hotel services such as the opening hours, products and details of every outlet. 
• knowledgeable, understands, lives and breathes the mission, culture and spirit of the Brand.  Expresses enthusiasm, energy and positive vibes within the organization. Always acts according to company ethics and values
• Perfectly carries out brand standards on both a department and hotel level.  
• Support the Front Office, Reservations, and other departments with communication as needed.

 

ADDITIONAL RESPONSIBILITIES: (These responsibilities are mandatory to all positions)

 

• To organise and lead all departmental meetings, briefings & internal or external training sessions as required.
• Communicates performance standards and expectations throughout the Department, in a way that drives and motivates team members to take action and accountability
• Establishes and maintains an inclusive environment by ensuring effective two ways communication processes are set up
• To always act wholeheartedly in the interests of the Company & not to perform, arrange or carry out any work or activity which could be considered to be in competition with or affect in any way the company interests or be detrimental or damaging to it’s public image.
• To ensure maximum efficiency, employees are engaged on the basis that they must be prepared to undertake reasonable duties other than those for which they have been specifically engaged.
• Be environmentally friendly, reduce waste, recycle when possible, and reuse whenever applicable.
• All employees are expected to co-operate with the management, to ensure the successful application of the Company’s Equal Opportunities & Harassment policies.
• To carry out any reasonable & lawful direct instruction given by the General Manager during working hours.

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