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Job description / Role
The purpose of this position is to perform all tasks in relation to Guest Services (Butler) and relates to all aspects beverage delivery within the Guest Lounge at the facilities
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 visitors and callers.
Key accountabilities
• Complete all works as trained and instructed.
• Participate as a full member of wider team supporting colleagues and working flexibly to assist other members of the team.
• Meet and greet guests and notify employees on arrival of visitor.
• Promptly, accurately, professionally and courteously offer visitors suitable beverages
• Provide frontline customer service for all visitors
• Be fully proficient in all aspects of beverage delivery to visitors
• Ensure that the place of work is neat and tidy at all times
• Always conducts oneself appropriately and professionally
• Discretion and un assuming manner at all times
• Assist and liaise with Team Leaders and supervisory staff
• Comply with policies on Health & Safety, COSSH , PPE and other statutory legislation.
• Effectively communicate with all levels of staff.
• Ensure customer satisfaction
• Present a flexible, helpful and professional image at all times
• Participate in mandatory training as required specific to job role.
• Provide good housekeeping of pantry and refreshment preparation areas; i.e. hygiene and maintaining adequate supplies.
• Exercise a personal duty of care for own and teams health, safety and welfare and for those affected by the acts or omissions and promote the same within their work area of responsibility.
• Carry out any other duties reasonably required by team leaders and management.
Requirements
Knowledge:
• An good knowledge of the delivery of beverages ensuring positive client service at all times
• Understanding of customer service requirements
• Fluent in English and Arabic language (as required)
Skills:
• Good communication skills orally with the ability to communicate with all people
• Ability to liaise in a professional manner with staff at all guests
• Ability to handle confidential information in strict confidence
• Ability to work with high integrity and minimum supervision
• Good interpersonal skills
• Energetic yet discrete personality
Experience:
• At least 3 years’ experience from a reputable and market leading organization.
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.