Senior Guest Services Assistant - Telecommunications - Jumeirah Beach Hotel

JOB DESCRIPTION

Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different™ brand promise.

Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated dining destinations and surprising architecture and design at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 23 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.

As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.

Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.

Jumeirah Beach Hotel, Dubai’s premier lifestyle destination, is located on Jumeirah Beach Road just 15 km from the city centre and 25 km from Dubai International Airport. The 26-floor hotel has a curved design which represents the shape of a breaking wave and offers pristine private beaches with undisturbed views of the Arabian Gulf.

With 599 sea-facing rooms and suites and 19 private villas, as well as 21 restaurants and bars, extensive conference and banqueting facilities, a private marina, Sinbad’s Kids Club, Talise™ Spa, and direct complimentary access to Wild Wadi Waterpark™ for all guests, the hotel continues to redefine the holiday experience.

About the Role:

An opportunity has arisen for a Senior Guest Service Executive to join our Telecommunications team at Jumeirah Beach Hotel. 

Purpose: The purpose of this role is to provide a seamless service to all In-house guests and External callers by answering Telephone calls and Jumeirah chat application “E-Butler”.  

The main responsibilities are: 

• Answer all internal and external calls according to a set of standards and connect them to the right extension/guest rooms as requested in prompt and professional manner. 
• Record wake up calls as requested by guests, and ensure the wake calls have been given on time and the log sheet is filled.  
• Answer emergency calls and follow the departmental emergency procedures. 
• Answer general guest enquiries about the hotel and facilities, daily events and functions taking place. 
• Maintaining a professional tone of voice while communicating with guests, callers and colleagues. 
• Answer guest messages on Jumeirah chat application “E-Butler” 
• Email the Frequency Report, Service Order Detailed Report, Total Calls, Updating the Medallia Report in  opera clould on daily basis to the Director of Rooms and to the Front Office manager 
• Indorse all guest requests into HotSOS 
• Ensure a smooth hand over during change of shifts 
• Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring satisfaction in service provided 
• Adhere to the departmental Standard Operating Procedures.  

Requirements:

• Minimum 1-2 years of experience in the same capacity or a similar position in a customer service / call center orientated organization. 
• Experience in handling guests/customers requests over the phone.  
• Efficient in MS office Word, Excel and Power Point. 
• Good communication skills in English. Should be able to compose written communication with various service providers both internal and external guests. 
• Ability to work with a multicultural team.  
• Ability to communicate various information to team members / Teamwork.  
• People-development skills through call listening, quality feedback 
• Creative thinking 
• Ability to attentively listen to guest feedback, provide suitable support and raise escalation, if required. 
• Energetic and motivated individual 
• Ability to multitask 
• Russian language preferred.

About Benefits:

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.