Job description
Role Overview
Front Desk Agent at Accor, Swissotel Al Ghurair & Swissotel Living Al Ghurair Hotel, located in Deira, Dubai.
Company Overview
Swissotel Al Ghurair & Swissotel Living Al Ghurair is a 620-room-and-suite upper upscale property catering to both business and leisure clientele. The hotel is located in Deira in the heart of Dubai within easy reach of major tourist landmarks, leisure destinations and city services. It is linked to Al Ghurair Shopping Centre, only 3 stops away on the Dubai Metro from the Dubai World Trade Centre and a 10-minute drive from Dubai International Airport.
Accor is guided by the purpose "Pioneering the Art of Responsible Hospitality, Connecting Cultures, with Heartfelt Care." The company operates an expansive portfolio of iconic hotels and brands and is committed to business ethics and integrity, responsible tourism, sustainable development, community outreach, and diversity and inclusion.
Role Purpose
Serve as the central information contact for guest services and inquiries, delivering warm welcomes and attentive service while maintaining the hotel's reputation for 5-star hospitality.
Key Responsibilities
Guest Services & Check-In
- Provide a warm welcome to guests and register and process check-in for all arrivals.
- Update guest information in the system.
- Assist guests with general enquiries, providing accurate and detailed information.
Service Standards & Guest Experience
- Provide prompt, attentive and friendly service at all times in line with LQA standards.
- Constantly review guest feedback from direct contact, online reviews and surveys.
- Maintain a positive relationship with guests and colleagues by meeting and exceeding expectations.
- Always remain professional in attitude, manner and presentation, providing guests with 5-star heartfelt service.
Hotel Knowledge & Operations
- Keep abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities.
- Monitor performance and operations.
Compliance & Safety
- Maintain awareness of and abide by all hotel policies, procedures and relevant legislations.
- Follow the hotel set Safety standards and adhere to all rules and regulations as set out by the Occupational Health and Safety Act.
- Take reasonable care at work so as not to put self or others at unnecessary risk.
Presentation & Image
- Maintain personal presentation and hygiene as per the grooming standards issued by Swissotel Hotels & Resorts.
- Project a favorable image of the hotel through a positive and professional attitude, manner and presentation.
Qualifications & Experience
- Previous experience in a similar role in a 5-star hotel setting is an asset.
- Prior experience working with Opera or a related system.
Skills & Competencies
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
- Excellent written and verbal English communication skills.
- Additional languages are a plus: Arabic, Chinese, Russian.
- Ability to promote positive relations with all hotel guests and colleagues.
Additional Information
- Employee benefit card offering discounted rates at Accor properties worldwide.
- Learning programs through Accor Academies.
- Opportunity to develop talent and grow within the property and across the world.
- Ability to make a difference through Corporate Social Responsibility activities, including Planet 21.
- Candidates must be eligible to live and work in Dubai. Swissotel Al Ghurair & Swissotel Living Al Ghurair will cover visa costs and flights for selected candidates from place of origin.
- Accor is an inclusive company committed to attracting, recruiting and promoting diverse talent.