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Guest Service Agent - Chinese Speaking

Sheraton Hotels & Resorts

Posted on July 13, 2018

1 - 2 years Dubai - United Arab Emirates

Any Nationality

Opening 01

Job Description

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At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another and are driven to make things better. We love what we do, and we give it all we ve got on property and off. When guests stay with us, it s not just a room with a bed that they re buying. It s an experience. We re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.
Sheraton Grand Hotel, Dubai, United Arab Emirates.
Located at the forefront of Dubai s most prominent thoroughfare, the Sheraton Grand Hotel seamlessly connects to the heart of the booming business district. Our hotel is just across from the Dubai World Trade Centre and within walking distance of the Dubai Convention Centre. A short drive will take you to DIFC, Dubai Mall, or downtown, and Dubai International Airport (DXB) is 10 kilometers away. Standing 53 stories tall, the hotel comprises 474 guest rooms and suites, as well as 180 one- to three-bedroom serviced apartments. All accommodations span at least 36 square meters. Our expansive conference center boasts meeting rooms with natural illumination and state-of-the-art audiovisual technology. The Sheraton Grand Hotel also offers a Sheraton Club Lounge that has extensive services and exciting 31st-floor views.
POSITION PURPOSE
To provide our guests with an on brand personalized arrival and departure experience as well as ensure guest ledgers are well controlled and effectively contribute in a high GEI loyalty composite through recognition, friendliness, helpfulness and efficiency.
ESSENTIAL FUNCTIONS
Ensure that services provided are in harmony with our Sheraton core values
Ensure that our guests receive an on brand personalized experience upon arrival, departure and throughout their stay.
Ensure smooth and clear communication with all other FO, HK, club and Room service associates.
Control high balance report on a daily basis.
Acquire the proper product and service knowledge needed to perform your job properly.
Ensure that guests requests are fulfilled and closed in SG within 15 minutes as average response time.
Ensure guests defects are closed in SG within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
Use SG to update guests profiles with requests, defects, preferences and any other comments/information acquired during stay
Be aware of the hotel Fire and Emergency procedures.
Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
Trouble Shoot and/or assist guests with internet issues.
Assist the hotel revenue by:
1. Rooms/Suites Upselling.
2. Suggestive selling of the hotel restaurants.
QUALIFICATION STANDARDS
Should have previous experience in 5 star hotel
Totally embrace the philosophy of guest and customer service and owns the guests;
Identify yourself with the hotel s brand and operating philosophy;
Possess a warm and friendly demeanor;
Strive to achieve satisfaction and delight of our customers;
Is detail oriented;


Hotels / Hospitality

Helpdesk / Customer Service / Telecalling

Keywords

Customer service Guest Service Agent Troubleshooting Room service Management Manager Technology Trade Usage Relationship Executive Business Executive

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Sheraton Hotels & Resorts

Founded by J. Willard and Alice Marriott in 1927, Marriott International, Inc. is a leading global lodging company headquartered in Washington, DC in Bethesda, Maryland. It has over 6,000 properties in nearly 122 countries- Middle East & Africa (245 properties, 29 countries), Europe (512 properti es, 37 countries), United States & Canada ( 4,526 properties, 2 countries), Caribbean & Latin America (225 properties, 33 countries), and Asia-Pacific (572 properties, 21 countries). Marriott International, a FORTUNE 500 Company, started its operations in the Middle East in 1980 with Riyadh Marriott Hotel in Saudi Arabia.





Marriott’s portfolio of brands includes JW Marriott and Marriott Hotels, the flagship brand of Marriott with over 500 international locations, along with the other 30 brands. The ever-evolving and award-winning brands of the organization continue to bring in customer satisfaction by offering exceptional amenities and attentive guest care that sets the industry standards. Known as one of the ‘best employers’, Marriott maintains a work culture that puts its people first. The organization offers excellent benefits and career paths that help its employees to grow professionally and personally. Marriott International promotes innovation, diversity, teamwork and a thriving culture. Marriott International’s merger with Starwood Hotels & Resorts has strengthened its position as the best travel company in the world.



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