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Guest Services Agent – Jeddah Marriott Hotel

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys. Ensure rates match market codes, document exceptions. Verify/adjust billing for guests. Communicate to appropriate staff when guests are waiting for an available room. Advise guest of messages. Clear departures in computer system. Coordinate with Housekeeping to track room status and guest concerns. File guest paperwork or documentation. Operate telephone switchboard station. Run and check daily reports, contingency lists, and credit card authorization reports. Supply guests with directions and information. Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Arrange transportation for guests/visitors. Count and secure bank at beginning and end of shift. Cash guests’ checks, process all payment types, vouchers, paid-outs, charges, and provide change. Notify Loss Prevention/Security of any reports of theft.

Guest Relations
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response,
LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
§ Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
§ Address guests’ service needs in a professional, positive, and timely manner.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving
objects out of the way, or offering access to Braille or TDD phones).
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
§ Assist other employees to ensure proper coverage and prompt guest service.

Communication
§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
§ Provide assistance to coworkers, ensuring they understand their tasks.
§ Talk with and listen to other employees to effectively exchange information.
§ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Job Details

Date Posted: 2013-07-07
Job Location: Jeddah , Saudi Arabia
Job Role: Support Services
Company Industry: Hospitality/Tourism/Travel

Preferred Candidate

Career Level: Mid Career

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