Check In

Role Overview

Check In position within the Front Office department at wasl Hospitality & Leisure, operating under Viya's golf and hospitality management portfolio in the UAE.

Company Overview

Viya is the UAE's leading golf and hospitality management group operating championship golf courses, award-winning restaurants, premium leisure and recreation facilities, and innovative entertainment concepts. The group operates Emirates Golf Club, Dubai Creek Golf & Yacht Club, Jumeirah Golf Estates, Yas Links Abu Dhabi, Saadiyat Beach Golf Club, Yas Acres Golf & Country Club, Topgolf Dubai, Tiger Strikes, Viya Fit, and Viya Padel. Operations are underpinned by the Viya App, a loyalty-driven platform integrating bookings, rewards, and spendable benefits across the portfolio. Viya is recognised as a guardian of golfing heritage and a leader in modern hospitality, dedicated to innovation, sustainability, and excellence.

Role Purpose

The Front Office Check-In Associate captures or looks up Guest Membership information to add Guests to Waitlist Manager and assigns them to a bay or the waitlist depending on venue capacity. The role exists to provide outstanding guest service, quickly move Guests into their bays to improve bay turn times, reduce wait times, and enhance the overall guest experience.

Key Responsibilities

Guest Service & Welcoming

• Provide outstanding guest service with hospitality while quickly moving Guests into their bays.
• Greet Guests with a Wide Open Welcome.
• Answer Guest questions.
• Identify and respond to Guests with special needs.

Guest Information & Preferences

• Capture or verify Guest information.
• Look up Guest Membership information.
• Capture Guest bay location or club preferences.
• Identify and react to the presence of Platinum Members.

Waitlist & Bay Management

• Add Guest to Waitlist Manager.
• Assign Guests directly to a bay.
• Assign Guests to the waitlist and give an accurate wait estimate to set expectations.
• Explain the texting procedure to Guests on the waitlist.
• Quote accurate wait times.

Guest Experience During Wait

• Make suggestions to Guests on the waitlist to help them enjoy venue amenities while they wait.

Operations & Efficiency

• Perform all tasks in a fast and efficient manner to keep lines short.
• Work closely with Senior Hosts/Hostess to ensure all stations in the bay and lobby are covered.
• Work multiple positions across the front desk area if needed.
• Assist in closing and opening duties.

Service Standards & Compliance

• Be aware of and demonstrate Topgolf Mission, Vision and Core Values.
• Apply the 4 Service Targets throughout serving internal and external customers.
• Be aware of Dubai Golf Mission, Vision and Values.
• Apply the 4 Service Steps throughout serving internal and external customers.

IT Security & Information Management

• Read, understand and comply with all applicable Information Security Policies and Procedures of wasl DG.
• Cooperate, coordinate and share information with Internal/External Audit teams as appropriate and applicable.
• Attend Information Security Awareness sessions conducted by the wasl IT Department.
• Immediately report all Information Security breaches, events, weaknesses, and incidents (actual or suspected breaches) to the IT Service Desk.

Additional Contributions

• Participate in various extra activities contributing towards individual and organizational growth in line with the Club's strive for continuous improvement.
• Represent the department or group in various committees, such as the Staff Committee, Green Theme (environmental), Food Committee, or Sport Committee.
• Participate in projects as assigned.
• Be trained as a Fire Marshall or First Aider as requested.

Qualifications & Experience

No specific qualifications or years of experience are stated in the source material.

Skills & Competencies

• Strong hospitality and customer service skills.
• Ability to work efficiently under pressure and manage queues.
• Proficiency with Waitlist Manager system.
• Proficiency with the Viya App.
• Multi-tasking and ability to work multiple front desk positions.
• Attention to detail for guest information capture and verification.
• Communication skills to explain wait times and procedures clearly.
• Teamwork and collaboration with Senior Hosts/Hostess and other front office staff.

Additional Information

• Reports to: Hospitality Manager and Front Office Team Lead.
• Does not supervise other staff.
• Viya is a multicultural organization representing over 80 nationalities, including both Emiratis and expatriates, fostering a culture built on teamwork, passion, and excellence.