About the role
An exciting role has arisen for an highly motivated Guest Services Executive in the Spa department at our company. The main purpose of this position is to produce service excellence and happiness to our customers by embracing and promoting Jumeirah standards and high expectations of legendary customer service.
Your main duties will include:
- To meet & greet guests and members courteously
- To attend to guests needs in an efficient and effective manner
- To do site inspection for resident guests and members
- To provide guests with detailed information about our company by having thorough knowledge of services and facilities we offer
- To handle guests messages and communications needs accurately
- To maintain a high level of customer service to the clientele
- Handling all incoming calls (internal/external) with guest inquiries using proper etiquette and professionalism
- Handling spa reservations over the phone in professional manner following SOP for the same
- To keep Reception Stationary/Main Store (reception area) fully stocked at all times (including any Spa Collaterals at the reception desk)
- To ensure that opening/day/closing checklists are followed at all times
- To process a booking for the guest by using Baron Booking System, Fidelio or Membership Database in order to have detailed information in the guest's header
- To schedule treatments, packages or facilities use reservations for guests with accuracy and consistency
- To sell Gift Vouchers/ Class Tokens or Personal Training Sessions in a efficient and effective manner
- To deal with billing transactions through Fidelio, room charge and city ledger
- To be responsible for layout and presentation of the reception area
- To print out all necessary reports for Spa Manager for morning Excom Briefing on a daily basis
- To handle guests complaints (directly or over the phone) using proper etiquette and professionalism
- To compile and submit evening reports ( Daily Revenue Reports, Statistics and Guest Comments Cards) to the reservation department on a daily basis
About you
In order to be considered for this role, it is essential that you have at least 1 year experience in a similar role within a Hotel or similar event facility with good food & beverage knowledge.
You will have good administration, communication, time management and organisational skills, as well as the capability to multitask and strong attention to detail. You will also be a team player with effective analytical skills. Your interpersonal and customer service ability will be excellent.
Proficiency in computer software systems such as MS Office is desirable as well as excellent communication skills in written and spoken English.