Guest Service Agent - Russian Speaker

Front of House
Job Role:
Staff- Line level
United Arab Emirates (UAE)
Salary Description:
competitive salary offered
Ramada Hotel & Suites by Wyndham Dubai, JBR
Job Ref:

• Ensure that the handing of a reservation for the hotel or other hotels in the Group is done with complete professionalism.
• Welcome the guests whether on the phone or in the hotel and ensure that the check-in and checkout procedure is handled very well.
• Inform the guest of all the services available at the hotel.
• Ensure that the quality of the service offered to the guest is in accordance with company and Brand standards.
• Ensure that the guest service is excellent so that he/she will return to the hotel.
• Update Guest history.
• Welcome the guests.
• Know the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
• Know the pricing policy of the hotel.
• Know the local environment of the hotel: city, culture, activities, shopping malls, and general information.
• Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible.
• Establish good working relationships with the guests and visitors.
• Ensure that the service offered and the provisions provided to the guests are up to company standard.
• Ensure that the service provided to the guests will win their loyalty to return to the company.
• Provide wake-up calls as requested by the guests.
• Inform the guest of all the conditions related to their stay in the hotel.
• Ensure that the telephone, e-mail and fax service and safe deposit services are available for the guest.
• Forward any messages received for the guest.
• Forward all relevant information to the other departments in the hotel.
• Strive to optimise the occupancy rate, the average price per room and the turnover for the hotel and the hotels in the Accor group.
• Prepare a bill with the details provided by all other outlets in the hotel.
• Prepare lists of arrivals, departures, residents and VIPs.
• Prepare the allocations for groups.
• Prepare debtors files for the accounts Department.
• Prepare the reservations for late arrivals.
• Calculate the guest bills and prepare “debtors” billings.
• Complete a credit check on the guest when s/he arrives at the hotel.
• Monitor all reservations in order to ensure that the availability each day is correct.
• Monitor all key accounts.
• Monitor and follow up the Police report.
• Check the reports for Head Housekeeper and notify him/her of any discrepancies.
• Establish the daily accommodation report and register any cash transactions.
• Responsible for the cashiering procedures in the department.
• Keep all statistics and information available for the other services.
• Provide the reservations service using the Accor Group operating system
• Register check in and departures of all individuals and groups.
• Check the remaining departures and make sure that the corresponding bills are ready and correct with the supporting documentary proof.
• Check the cleanliness of the workspace.
• Ensure that all documentation is up to date and when necessary deal with guest complaints when appropriate.
• Responsible for petty cash float provided for your shift.
• Check the petty cash float at the start and end of the shift and enter the audit using the computerised documents.
• Understand and comply with all health and safety regulations for the department.
• Take part in departmental meetings, as well as internal training sessions·
• Be aware of the proper telephone technique and apply them.
• Develop a through knowledge of the hotel services, procedures, operations hours and staff.
• Liase with all other departments for all Guest related matters.
• Know the local environment of the hotel: city, culture, activities, shopping malls, and general information.
• Ensure guests are attended quickly and any complaints handled tactfully and diplomatically

Contact Details:
Ramada Hotel & Suites by Wyndham Dubai, JBR
Tel: 097143999979
Contact: HR Department

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