Guest Liaison Assistant

Job description / Role

Key purpose
Provide Guest Call Services to Abu Dhabi Investment Authority (ADIA), based at their HQ on the Corniche, Abu Dhabi.
?
Reason for role
Serco have been mandated to provide a variety of services in relation to Guest Services and includes Reception, Conference Facility (17th Floor) Guest Call Services and Visitors Lounge.

Structure and reporting relationship
Reporting to the Guest Services Supervisor and part of a team of 16 staff that will provide exceptional client service to ADIA, its visitors and callers.

Key accountabilities
• Provide supervisory support to the telephone operator’s in the event of complaints from the caller.
• Maintain and update the rosta schedule to ensure sufficient coverage during the working week as well as public holidays.
• Providing training to new starters within the contract as well as updating the Site Operating Procedures.
• Review the latest technology relating to telephone operator services and present to Line Manager with innovations and potential cost savings.
• Ensuring the handover between shifts is carried out effectively and efficiently.
• Greet all callers with the highest level of customer service skills.

Key accountabilities – Continued:-
• Answer calls promptly, accurately, professionally and courteously direct calls/enquiries and relay messages.
• Provide frontline customer service/call handling for all employees, and external callers
• Be fully proficient in all operating systems including the telephone network system and the Visitor Management system (as required)
• Ensure Guest Call Services area is clean and tidy at all times
• Protect information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental

Requirements

Knowledge:
• An excellent knowledge of all call handling systems and general office systems
• Understanding of customer/call handling service requirements
• Fluent in English and Arabic language (as required)

Skills:
• Excellent communication skills both written and oral with the ability to communicate with people from various backgrounds and standing
• Ability to liaise in a professional and persuasive manner with staff at all levels in the organization
• Ability to handle confidential information in strict confidence
• Ability to work with high integrity and minimum supervision
• Excellent interpersonal skills
• Energetic and strong personality
Experience:
• At least 5 years’ experience in call handling/client service related services.
• At least 5 years’ experience in call handling services from a reputable and market leading hotel or hospitality facility.

Language
• Arabic (essential)

Additional / special features of the role
• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process

About the Company

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.

Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.

Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.

Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.

We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.

Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.