Job description
Role Overview
Guest Experience Agent at voco Dubai The Palm, operated by IHG. Based on the trunk of the man-made island at Palm West Beach, a trendy and vibrant location with exceptional dining concepts.
Company Overview
voco Hotels draws on years of experience delivering True Hospitality, offering guests a different choice: reliable hotels that are also fun. The family of hotels is connected by individual character and memorable travel experiences. voco provides unstuffy spaces where guests feel comfortable to relax, with thoughtful service that balances natural and easy-going friendliness without being over the top. voco is part of the global IHG family.
Role Purpose
As the frontline Guest Experience Agent, you will showcase voco's "Come on in" hallmark, ensuring all guests experience a 'Reliably Different' service throughout their stay by delivering efficient front desk operations and exceptional customer care.
Key Responsibilities
Guest Welcome & Check-In/Check-Out
- Efficiently carry out front desk services including welcoming guests, check-in and check-out procedures.
- Perform registration process by obtaining guest data and observing established guidelines.
- Ensure all guests are checked into the computer system immediately and accurately.
- Close guest accounts at checkout and ask guests how they enjoyed their stay.
- In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowance.
- Ensure rooms due for checkout are followed up and updated in the computer system accordingly.
Guest Requests & Communication
- Attend to guest requests and queries promptly.
- Take and relay messages accurately and timely, either manually or via the computer system.
- Answer the telephone within three rings, using your name, speaking clearly and in a pleasant voice.
- Coordinate and facilitate delivery of mail, small packages and facsimile for guests as requested.
Reservations & Room Management
- Review all incoming reservations for the day to match necessary accommodation.
- Constantly check reservations to ensure room availability and special blockings are handled correctly.
- Review and resolve all 'Traces' directed to Reception.
Shift Operations
- Take and relay endorsements from and to previous and next shifts.
- Follow up on any outstanding matters and ensure delivery and completion of service.
- Ensure maintenance of an atmosphere of tranquility at the reception desk, never giving the impression that there is a problem.
Administration & Systems
- Check all transactions performed and sign on designated space in the registration card signifying completion of procedure.
- Maintain an accurate filing system.
- Responsibly use all available systems and equipment at Front Office including PMS (Property Management System), credit card machine and key system.
- Ensure strict control of room keys and enforce key handling procedures ensuring maximum security.
Hotel Standards & Knowledge
- Ensure that Hotel's Employee Rules & Regulations are understood and adhered to.
- Be familiar with all hotel services, offers and facilities and their operating hours.
Qualifications & Experience
- 1+ years Front Desk Associate experience.
- Knowledge of the Opera System.
Skills & Competencies
- Outstanding written and verbal communication skills.
- Excellent communication skills.
- Team player mentality with flexible attitude towards a diverse set of tasks.
- Naturally outgoing and friendly personality with passion for service excellence.
- Ability to consistently deliver and demonstrate voco service standards.
- Physically agile and able to stand for extended periods.
Additional Information
- Available to work shifts, over weekends and on public holidays.
- Salary and benefits package provided.
- Career development opportunities available.
- Employee room discounts offered.
- Great work culture.
- IHG is committed to developing team and managing talent; internal and external candidates encouraged to apply.
- Equal opportunities employer.