Guest Relations Officer

Responsibilities

• Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department.
• Supervise, train & audit Guest Relations Executives.
• Identify learning and development needs for all Guest Relations Executives and share those with the Guest Relations Manager.
• Develops new ideas for cost effective guest amenities.
• Updates accurate guest preferences and feedback in Opera.
• Selects MOWOW guest on a daily basis and completes the necessary arrangements for an enhanced stay.
• Works closely with the Front Office, Housekeeping, Room Services, Concierge, Executive Office, and all F&B departments.
• Maintains all quality standards and procedures from guest’s in-house stay to guest’s departure.
• Ensure customer satisfaction from arrival to departure in accordance with the MOHG Legendary Quality Experiences (LQEs) and the MOHG Pillars.
• Assists the Front Office during need periods.
• Maximize rooms revenue by upselling guests upon arrival.
• Provide quality service to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience.
• Supervise the daily operation of the Emirates Palace Boutique.
• Perform any other reasonable duties as required by the Rooms Division Manager or Front Office Manager.

Skills & Qualifications:

• A few years of experience working at the same role in a luxury hotel/resort
• Fluent proficiency in English and excellent communication skills. Additional languages will be an advantage
• Able to multi-task and work under pressure in the busy operations
• The ability to work well in a team environment
• Driven, dynamic and energetic