Guest Relations Specialist

Roles and Responsibilities

An exciting opportunity has arisen for a Seasonal Guest Relation Executive - Food & Beverage Service in Jumeirah Al Naseem. The main duties and responsibilities of this role are:
Identify customer needs and expectations correctly, including those with special needs, and provide appropriate products, services or information.
Meet all reasonable needs and requests of customers within acceptable enterprise time frames.
Identify and take all opportunities to enhance the quality of service.
Recognize customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and Jumeirah customer feedback procedures.
Provide knowledgeable, friendly, professional and efficient F&B support to all colleagues ensuring maximum guest satisfaction in a manner consistent with Madinat Jumeirah standards.
Maintain efficient workflow by adhering to the Sequence of Service and all timeframes and standards detailed in relevant SOP in the F&B Standard's Manual.
Represents the venue first and last point of guest contact entrusted with their welcome and fond farewell.
Responsible for the warm welcome of all the restaurant's guests in a friendly and timely manner.
Ensures fond farewell of each guest encouraging them to return.
About You:
The ideal candidate for this position will have the following experience and qualifications:
Seasonal Contract: from October to May.
One year of experience in the same position in a restaurant sector: within a 5-star hotel, luxury restaurant, or upscale bar setting.
Fluent in English and an additional international language is a plus.
Knowledge of Food and Beverage applications: Micros and Sevenrooms.
Passion for delivering exceptional dining experiences.
Desired Candidate Profile

Guest Interaction : Engaging with guests upon arrival and throughout their stay to ensure a positive experience.

Complaint Resolution : Addressing and resolving guest complaints or issues promptly and effectively to maintain satisfaction.

Personalization : Tailoring services to meet individual guest preferences and enhancing their overall experience.

Feedback Collection : Gathering guest feedback through surveys or direct conversations to assess satisfaction and identify areas for improvement.

Coordination with Departments : Collaborating with front desk, housekeeping, and other departments to ensure guest requests are fulfilled promptly.

Information Provider : Offering information about hotel services, amenities, and local attractions to enhance the guest experience.

VIP Services : Managing special requests for VIP guests or high-profile individuals, ensuring their needs are prioritized.

Event Coordination : Assisting with planning and executing special events or guest activities.

Training Staff : Providing guidance and training to front-line staff on guest relations best practices and service standards.

Reporting : Preparing reports on guest interactions, feedback, and any significant issues for management review.

Key Skills
Interpersonal Skills : Strong ability to build rapport and connect with guests to create a welcoming atmosphere.

Communication : Excellent verbal and written communication skills for clear interactions with guests and staff.

Problem-Solving : Effective at quickly identifying issues and implementing solutions to enhance guest satisfaction.

Empathy : Understanding and addressing guest needs and concerns with compassion.

Attention to Detail : Ensuring that guest preferences and requests are accurately noted and fulfilled.

Multitasking : Ability to manage multiple tasks and prioritize effectively in a busy environment.

Cultural Awareness : Sensitivity to diverse backgrounds and the ability to communicate with guests from various cultures.

Qualities
Positive Attitude : Maintaining a cheerful demeanor to create a welcoming atmosphere for guests.
Proactive : Anticipating guest needs and going above and beyond to provide exceptional service.
Integrity : Upholding the hotel's standards and maintaining confidentiality regarding guest information.
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