Guest Experience Agent - Arabic Speaker

Job Description

• Champions arrival and departure experience of guests
• Ensure adherence of arrival / departure service sequence
• Assists to direct and walk guests to their destination in the hotel
• Ready to undertake all roles including the night shifts of the Front Office Team
• Takes responsibility and ownership in creating personal connections through emotional luxury between Raffles Ambassadors and guests
• Enforces Property Management System etiquette and accuracy of administrative duties
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Assists with daily shift’s bookkeeping of Front Office Team
• Collaborate with Housekeeping Team on upkeeping of cleanliness in Front of House areas
• Maintain cashier float and ensure accurate daily report of all money received
• Assists other hotel department functions when the need arises
• Upkeep personal grooming standards, ensures discipline, and efficiency of duties
• Training and coordination with supporting departments
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests.
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Executes the annual upsell strategy and strive to achieve targets as set by management
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP),  as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
• Performs any duties and special projects as requested by management whether in own department or any other department in the hotel
• Reports any suspicious behaviour of guests and staff to the Managers and Security
• Ensures that all potential and real hazards are reported appropriately immediately
• Fully understands the hotel’s fire, emergency and evacuation procedures

Qualifications

Additional Information