Guest Experience Agent

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Experience Agent

25HOURS HOTELS

Company Description

At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture.

COME AS YOU ARE & JOIN THE 25h TRIBE.

Job Description

How does your working day look like ...

• Maintain a high level of knowledge about 25hours facilities and services as well as Dubai (UAE) and other 25hours properties. To be prepared to answer any guest enquiries and questions.
• Is a continual source of information offering their assistance to all guests and colleagues
• Actively use the 25hours Hallmarks, Guiding Principles and the 'Everything Considered' approach in everyday tasks. Live the Vision, Mission, Guiding Principles and Hallmarks of 25hours and lead by example. Making sure the guests understand the 'Stay Different' concept.
• Assist the Concierge and Front Office Operations with any guest service requirements.
• To recognize repeat guests & their preferences. Establish and develop personal guest contacts, promote feedback and be consistently proactive in anticipating guest needs and requirements.
• Promote the Sirius Loyalty program with enrolling 2 new guests on a daily basis.
• Ensure that the maximum of guest information is collected with a target of 5 preferences daily and passed on to the guest history team.
• Maintains open line of communication and co-ordination with related departments to ensure customer requests and complaints are handled effectively and efficiently at all time.
• Adheres to the Hotel standards and SOP of guest services at all times with ensuring a high level of quality service.
• Adheres to the Hotel's health and safety procedures and policies.
• Be aware of the hotel's fire and emergency procedure.
• Maintain high grooming standards to be an ambassador and the role model in public areas.
• Making sure all arrangements for VIP's (i.e., checking rooms, amenities, registration cards, keys, and welcome letters. Etc) are made in advance and making sure they are met and escorted to their rooms.
• All in-house VIPs are met during or upon departure and inviting them back to the hotel
• To greet each guest, who enters through the main door, with a warm smile and make every effort to address by their name. To give a warm welcome and sincere farewell to guests arriving or departing from the 25hours Emirates Towers.
• Prepare and offer all arrival guests refreshments and cold/ warm towels. Ensure that all operating stock is well maintained and always prepared.
• Escort guests upon arrival to the reception desk, guest relations desk, Club Executive lounge or directly to the room for check-in, depending on the situation.
• Coordinate guest/ visitor arrivals and departure at the main entrance to ensure that all guest requests are well looked after.
• Be the link between Butler, Club Executive, Front Office, Concierge and Transportation teams to ensure smooth arrival and departure of guests.
• Report any guest incidents or guest complaints to the Duty Manager.
• To assist with the preparation of group registration and the check in procedure of the group
• To anticipate and meet guests' needs and requests, ensuring complete guest satisfaction (JD Power - 802)
• Assist with transportation requests, call for taxis for guests upon request.
• Up sell hotel rooms, 25hours outlets & Spas and hotel facilities to guests and visitors to maximize the hotel revenue.
• Be familiar with the cashier and accounting procedure of rooms division.
• Act as a salesperson of all 25hours properties and products.
• Perform any related duties as requested by the Team leader, Manager or other Senior Management.
• Conduct Hotel show rounds
• To assist the Manager in maintaining accurate guest history records.
• To attend and take ownership of special requests made by VIP guests either prior to, during or after their stay to ensure that they are fully satisfied.
• To ensure that guests are not kept waiting or in a queue in the lobby, making sure all guests are acknowledged & offered assistance.

• You've gained management experience in a similar role, and can speak English fluently
• You can inspire your fellow staff just as you can inspire your guests. On top of this, you know your way around town and always have tips for partying up your sleeve.
• You're a doer - and even if you do it wrong sometimes, you openly admit it.
• You're not just bringing your abilities, but also your character.
• You have good written & spoken English language skills. Additional language i.e. Russian, Spanish, German, Chinese or any other international language is preferred.
• You're highly trained on guest relations and communication in a luxury hospitality environment.
• PMS knowledge preferred (Opera)
• You project smiling, helpful and friendly attitude towards colleagues and guests and provides a courteous and professional service at all times as per 25hours standards.

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world
• Benefit from great offers from our numerous cooperation partners
• Be part of our hilarious staff parties and much more...