Guest Service Agent

Job description / Role

DIMENSIONS:

Reports to the Lifestyle Supervisor and Senior Lifestyle Manager and indirectly to the Director of Lifestyle

PRINCIPAL ACCOUNTABILITIES:

Administration

• Maintains the privacy and ensures security of in-house guests.
• Reports to duty punctually and in accordance with the department duty roster, wearing a clean, correct uniform and Armani pin.
• Adheres at all times to Grooming and Uniform Standards.
• Is knowledgeable of all in-suite services, amenities and functions.
• Is proficient and knowledgeable with the Hotel Operating System (Opera)
• Is aware of all emergency procedures, hotel promotions, VIP arrivals, upcoming events and has good hotel product knowledge as well as knowledge about our sister properties and Dubai knowledge

Guest Service

• Assists with the guest’s “Stay with Armani” Experience
• Performs check-ins and check-outs, attends to guest in the business centre, answers phones and e-mail correspondence and any other enquires in accordance to the hotel SOP’s and regulations
• Ensure that all guests receive a warm welcome and warm farewell expressing the true Armani ambassador culture.
• Provide welcome drinks and cold towels to the guest.
• To clear all tables when needed.
• To escort the guest to the required outlets.
• To be aware about all functions happening, its timings and places.
• Carry out the registration procedures required for guests staying at the hotel, ensuring that local law and hotel’s credit policies are adhered to at all times.
• Ensure that upon arrival all necessary information is obtained as in address, telephone number, e-mail address, departure time, newspaper request.
• Sell rooms to prospective guests arriving without reservations, ensuring that the maximum revenue is achieved.
• Check the following day’s departure list each evening, to ensure that all departure details, accounting instructions are in order and that all supporting city ledger correspondence and/or vouchers are available.
• Assist with private group check-ins, as directed by the lifestyle supervisor or the lifestyle manager.
• Prepare group pre-registration documents and key cards as directed by the lifestyle supervisor or the lifestyle manager.

PERSONAL PROFILE

• Displays emotional maturity and sensitivity in dealing with others.
• Operates with integrity and objectivity at all times.
• Extremely organised and demonstrates good planning skills.
• Sensitive to guest needs.
• Proactive to address and resolve issues.
• Ability to work in a fast paced work environment.
• First class people skills and the ability to communicate effectively across a multi-national, multi-cultural environment.
• The ability to deliver results within a pressurized deadline driven environment.

Requirements

Under the guidance of the Lifestyle Supervisor, the Guest Service Agent acts as an ambassador and host for all hotel and social guests at the Armani Hotel Dubai. The Guest Service Agent is responsible for the “Stay with Armani” experience of all our guests. The Guest Service Agent is Mr. Armani’s Brand Ambassador and treasures and values the Armani Brand at all times on site and off site.

About the Company

Emaar Hospitality Group LLC, the wholly owned subsidiary of Dubai-based global property developer Emaar Properties PJSC, manages the company’s growing roster of hospitality and leisure projects. Emaar has expanded into hospitality and leisure in line with its Vision 2010 to become one of the most valuable companies in the world through a two-pronged approach of geographic expansion and business segmentation.

With total assets of development value US$1 billion (AED 3.67 billion), Emaar Hospitality owns and manages a diversified portfolio of hospitality assets such as hotels, serviced residences, golf resorts, Dubai Polo and Equestrian Club, recreation clubs, the Dubai Marina and associated yacht club.

Emaar Hospitality Group’s vision is to be recognized as the premier global provider of personal, innovative and memorable lifestyle experiences.

In tandem with the development and management of first class leisure facilities, Emaar Hospitality has rolled out The Address Hotels + Resorts, with a commitment to building a world-class 5 star hotel chain in under a decade.