Guest Services Executive - Front Office - Jumeirah Messilah Beach

Role Overview

Guest Services Executive - Front Office at Jumeirah Messilah Beach Hotel and Spa, Kuwait.

Company Overview

Jumeirah Group, a member of Dubai Holding, operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, employing over 9,000 colleagues representing over 120 nationalities. The company has made a distinguished impact on the global hospitality market for more than two decades with its Stay Different™ brand promise, positioning service beyond expectations, elevated signature dining destinations and surprising architecture and design at the heart of every guest experience.

Jumeirah Messilah Beach Hotel and Spa is a beachfront resort offering easy access to Kuwait's Central Business District, airport and major attractions. The property features 316 rooms and suites, 80 residential suites and 12 villas, seven restaurants, cafés and lounges, a Talise Spa, 200-metre private beach, two swimming pools, a children's play area, and extensive conference and banqueting facilities including the Badriah ballroom.

Role Purpose

To deliver exceptional guest service at the Front Office desk, managing check-in and check-out processes, fulfilling guest requests throughout their stay, maximizing room revenue, and maintaining accurate records and data entry while upholding guest privacy and safety.

Key Responsibilities

Guest Reception and Check-In

• Give a warm welcome to guests on arrival and register them.
• Issue room keys in the appropriate welcome booklet.
• Update all information given by guests on the Registration Card on check-in into the Opera system, ensuring that all required information has been provided.
• Scan the passport of every guest on arrival and save the data correctly for the CID Report.
• Assist Guest Relations with escorting guests to their rooms on arrival and explaining all features and facilities.
• Open safe deposit boxes for guests, ensuring that details and signatures on the record card are completed and correct.

Guest Checkout and Billing

• Take payment from guests on departure and close their bills correctly.
• Take advance payment guarantee on check-in for all guests according to the Resort's Credit Policy.

Guest Service and Support

• Be efficient in assisting guests throughout their stay with any requirements.
• Log and keep the immediate supervisor fully informed of all challenges, negative feedback or unusual matters of significance.
• Maintain the privacy of all guests by ensuring that no details of the guests are disclosed to anybody.

Revenue Management

• Sell rooms to walk-in guests at the maximum rate possible.
• Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.

Administrative and Operational

• Ensure that the Guest Services desk is manned, operationally prepared and stocked at all times.
• File all Registration Cards and dockets for in-house guests in appropriate buckets and perform regular bucket-checks.
• Neatly file registration cards of departed guests by date and in alphabetical order.
• Carry out a Routing Instruction Report regularly and ensure that all required back-up is attached to the Registration Cards neatly.
• Check and action traces in Opera on arrival and departure, as well as setting traces sensibly at all times.
• Assist the CID Clerk with entering data in the computer system whenever required.
• Attend the daily handover briefing at the beginning of each shift.

Qualifications & Experience

• Minimum 2 years of experience in the same role in a five-star hotel.
• Customer service experience in a five-star environment in Front Office.

Skills & Competencies

• Ability to handle multiple tasks.
• Proficiency in spoken and written Business English.
• Ability to effectively communicate with all levels of colleague and Management.

Additional Information

Generous F&B benefits, reduced hotel rates across Jumeirah hotels globally, and excellent employee benefits.