Job description
Role Overview
Guest Services Agent at Avani Deira Dubai Hotel, part of Minor Hotels. Located in Dubai, United Arab Emirates.
Company Overview
Avani is a growing international hotel and resort brand with properties across Europe, the Middle East, Asia, Africa, and Australia. The brand philosophy centers on balance between cool and kind design, functional spaces, service and privacy, vibrant social areas, stylish rooms, and locally inspired food. Avani embraces an upbeat service culture that genuinely respects the art of hospitality.
Role Purpose
To serve the needs of the business, guests, and colleagues by ensuring all guests enjoy a positive and memorable Minor Hotels experience. The Guest Services Agent is a key representative of the hotel and Avani Hotels brand, creating powerful first impressions for guests from around the world.
Key Responsibilities
Guest Service & Engagement
- Anticipate guest needs and handle guest inquiries in a helpful and attentive Minor Hotels manner.
- Greet guests with a friendly and outgoing personality and genuine interest in serving new guests from all over the world.
- Create warm welcomes and demonstrate that genuine smiles make a difference to the guest experience.
Product & Information Knowledge
- Maintain complete knowledge of the hotel product, including room types, rates, relative features and facilities.
- Know all food and beverage outlets, promotions, spa and health club offerings, and other Minor Hotels properties.
- Serve as an information provider to guests regarding hotel services and amenities.
Service Quality & Accountability
- Take personal responsibility for the service and attitude with which guest service is delivered.
- Ensure guest service meets the highest standard of Minor Hotels at all times.
- Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met.
- Complete follow-up on guest issues on a timely basis.
Problem-Solving & Innovation
- Act as a diplomat and problem solver in addressing guest concerns.
- Be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Minor Hotels experience.
- Perform roles as salesperson, hotel representative, public relations agent, coordinator of activities, and accountant as needed.
Team & Professional Development
- Develop a close and harmonious working relationship with all hotel departments.
- Attend hotel events, daily shift briefings, and training to improve professional skills.
- Work hard together with colleagues to deliver the highest quality of service to all.
Skills & Competencies
- Friendly and outgoing personality with genuine interest in hospitality.
- Information provider and receiver abilities.
- Diplomatic and problem-solving skills.
- Sales capabilities.
- Ability to coordinate activities and manage accounts.
- Politeness, efficiency, and friendliness in all interactions.
- Respect for guests and colleagues.
- Professional communication skills.
Additional Information
- This position requires finding new ways to look after the business, guests, and colleagues beyond the stated responsibilities.
- Full details are available on the employer's original posting.