Guest Experience Agent (German Speaking) at voco Dubai The Palm

Role Overview

Guest Experience Agent (German Speaking) at voco Dubai The Palm, a hotel within the IHG Hotels and Resorts portfolio, located on Palm Jumeirah, Dubai.

Company Overview

voco Hotels is a family of hotels that deliver True Hospitality, offering guests a reliable yet distinctive experience. The brand is known for creating comfortable, unstuffy environments where guests can relax. voco Dubai The Palm is conveniently located on the trunk of the manmade island as part of Palm West Beach, a trendy and vibrant area with exceptional dining concepts.

Role Purpose

As Guest Experience Agent, you will be the frontline representative of voco's "Come on in" hallmark, ensuring all guests experience reliable and distinctive service throughout their stay at the hotel.

Key Responsibilities

Front Desk Operations

• Welcome guests and efficiently execute check-in and check-out procedures.
• Attend to guest requests, queries and related operational concerns.
• Take and relay guest messages accurately and timely, either manually or via computer system.
• Perform registration by obtaining guest data and observing established guidelines.
• Ensure all guests are checked into the computer immediately and accurately.
• Check all transactions and sign the registration card to signify completion of procedure.
• Close guest accounts at checkout and solicit feedback on their stay.
• Ensure rooms due for checkout are followed up and updated in the computer system, with guests immediately checked out upon departure.
• Maintain strict control of room keys and enforce key handling procedures to ensure maximum security.

Communications & Coordination

• Answer the telephone promptly within three rings, using your name and speaking clearly in a pleasant voice.
• Coordinate and facilitate delivery of mail, small packages and facsimile for guests as requested.
• Take and relay endorsements from and to previous and next shifts.
• Follow up on any outstanding matters and ensure delivery and completion of service.

Reservations & Availability Management

• Review all incoming reservations for the day to match necessary accommodation.
• Constantly check reservations to ensure room availability and that special blockings are handled correctly.
• Review and resolve all Traces directed to Reception.

Guest Experience & Atmosphere

• Maintain an atmosphere of tranquility at the reception desk, never giving the impression that there is a problem.
• Be familiar with all hotel services, offers and facilities and their operating hours.
• In the event of guest dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowance.

Systems & Administration

• Responsibly use all available systems and equipment at Front Office, including PMS (Property Management System), credit card machine and key system.
• Maintain an accurate filing system.

Compliance & Standards

• Ensure that all guests experience reliable and distinctive voco service standards consistently.
• Understand and adhere to the Hotel's Employee Rules & Regulations.

Qualifications & Experience

• 1+ years as a Front Desk Associate.
• Knowledge of the Opera System.
• German speaking (required).
• Fluency in written and verbal communication.

Skills & Competencies

• Outstanding written and verbal communication skills.
• Naturally outgoing and friendly personality with a passion for service excellence.
• True team-player mentality with a flexible attitude towards a diverse set of tasks.
• Ability to notice the little things that make a difference to guests.
• Proactive mindset for identifying ways to improve service.
• Physically agile and able to stand for extended periods.

Additional Information

• Available to work shifts, over weekends and on public holidays.
• Competitive salary and benefits package.
• Career development opportunities.
• Employee room discounts.
• Great work culture as part of the global IHG family.
• IHG is an equal opportunities employer and welcomes applications from internal and external candidates.