Guest Service Operator VOGO - ABU DHABI GOLF RESORT AND SPAL.L.C - O.P.C

Job Summary:

As Service Express Agent – Telephone you will be responsible for delivering exceptional service to hotel guests by efficiently handling their requests and ensuring a seamless experience during their stay. This role requires strong communication skills, attention to detail, and a customer-centric mindset

Guidelines and Protocols

• Safeguard the confidentiality and safety of visitors and colleagues.
• Preserve the secrecy of exclusive resources and data.
• Adhere to corporation and sector directives and methodologies.
• Defend corporate apparatus, gear, machinery, or other resources in alignment with organizational guidelines and methodologies.
• Warrant that attire, nametags, and individual presentation are immaculate, sanitary, expert, and congruent with corporate directives and methodologies.
• Fulfill any additional job responsibilities as assigned by supervisors that are within reason.

Key Responsibilities

1. Guest Interaction:
• Greet guests warmly and professionally, creating a positive first impression.
• Respond promptly and courteously to guest inquiries, requests, and concerns via phone or in person.
2. Service Coordination:
• Efficiently process guest service requests, including room service orders, transportation arrangements, and special requests.
• Collaborate with other hotel departments to fulfill guest needs promptly and effectively.
3. Technology Utilization:
• Utilize the hotel's communication systems and software to manage and track guest requests.
• Ensure accurate input and update of guest information in the hotel management system.
4. Problem Resolution:
• Address and resolve guest issues with empathy and a commitment to guest satisfaction.
• Escalate complex issues to the appropriate department or management as needed.
5. Guest Satisfaction:
• Monitor guest feedback and take proactive measures to enhance overall satisfaction.
• Anticipate guest needs and provide personalized service to exceed expectations.
6. Communication:
• Maintain clear and effective communication with other hotel departments to ensure seamless guest experiences
• Relay important information to colleagues during shift transitions to ensure continuity of service

1. Administrative Tasks:
• Assist with administrative duties, including handling cash transactions, maintaining accurate records, and preparing reports as needed.
• Ensure the cleanliness and organization of the Service Express desk area.
2. Training and Development:
• Participate in training programs to stay informed about hotel services, amenities, and procedures.

Share knowledge and best practices with team members to enhance overall service quality

Main Duties & Responsibility

Safety and Security

• Notify your manager/supervisor immediately in the event of work-related incidents or any other injuries.
• Discern and rectify hazardous job methods or circumstances and/or relay them to management and security/safety staff.
• Abide by the safety and security directives and processes of the organization and department to guarantee a spotless, secure, and protected atmosphere.
• Adhere to property-specific procedures when confronted with critical situations (for instance, evacuations, medical crises, natural calamities).
• Preserve vigilance concerning unwanted individuals present on property premises.

Observe the policies and procedures for the secure use and storage of gear, machinery, and tools

• Utilize the correct gear, and apply appropriate lifting techniques when needed to prevent harm.
• Successfully accomplish relevant safety education and gain certifications for executing work assignments.