Guest Service Agent

Description:

Looking to be a part of an award-winning team that leads at the forefront of Front office innovation? We have the perfect opportunity currently available for a dynamic personality focused on delivering first-of-its-class gastronomic experiences at FIVE Hotels and Resorts, dare-to-be-different destinations that capture the glamour and vibe of Dubai and Zurich.

Dubbed the hottest hotel on Palm Jumeirah, FIVE Palm Jumeirah is set against a breathtaking backdrop of a 150m private beach and Dubai Marina skyline, this lifestyle hotel boasts 470 luxurious rooms and suites with ocean or city views.

The resort is a party and culinary hot spot with a range of restaurants, bars, and a nightclub, inviting a new experience every day. Whether you are looking for a gourmet dining experience or want to dance the night away, our resort creates laid back or high energy choices from breakfast to the early hours as you design your stay.

Design your vibe at FIVE Jumeirah Village, a glorious city chic hotel that captures the pulsating excitement of new Dubai.

Visitors curate their own high-rise private pool celebrations (the property boasts of 270 pools), sunbath in style or enjoy a special dinner overlooking the world-famous sparkling Dubai skyline. Our award-winning sky villas were designed with more than sleep in mind as FIVE Jumeirah Village flawlessly combines a myriad of entertainment options, a culinary smorgasbord and first-rate guest services – after all, FIVE knows how to throw an exceptionally good party!

"This is unashamedly about luxury," - Daily Mail.

And opening soon: FIVE Zurich!

A sneak peek of this exciting new project, which opens in 2022, reveals that this newly revamped lifestyle hotel and Swiss hot spot that has previously been visited by the likes of Rihanna, Freddy Mercury, Grace Jones and Muhammad Ali as regular guests, overlooks the city center from Zurich’s stunning Uetliberg plateau and will offer 149 rooms and 87 stunning contemporary suites as well as several award-winning culinary concepts centered around FIVE’s hallmark musical stylings. The new FIVE hotel in Zurich will seamlessly unite the very best of Swiss hospitality with FIVE’s characteristic flair for an exceptionally indulgent experience for guests from the city and international visitors alike.

So, stay tuned!

Our Front Office Team is the final piece of the puzzle, they are cultured yet trendy hosts with an innate ability to anticipate guests’ needs by being in the right place at the right time and delivering a hospitality experience that goes above and beyond - crafting exciting memories for our guests that last a lifetime.

As Guest Service Agent (Telephone Agent) you will join a committed Front Office team, over 17 varied venues, driven with the intent of delivering ‘FIVE-star’ guest experiences to an international diaspora in the heart of vibrant Dubai.

The VIBE at FIVE is all about performing optimally while having the best professional experience of your life – you will have a lust for your role, will disrupt norms and have the best time of your life - as a world of opportunity awaits you with each guest!

As our ideal candidate, you have proven front office experience in a highly active environment. Your organizational, communication, and leadership skills are second to none and you enjoy developing guest solutions that break boundaries.

An outgoing, people-friendly personality with an ability to think on your feet during changing situations is also essential.

You’ll work closely with the management team to develop constantly evolving service goals.

Key Responsibilities

• Consistently offer professional, friendly and engaging service
• Process all external/internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
• Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
• Take ownership of the caller’s request and ensure follow up is done according to FIVE standards.
• Have a sufficient working knowledge of all departments, in particular Front Office, Food & Beverage, Housekeeping and Engineering.
• Act as a dispatcher through Service for security, guest services and other colleagues in operations.
• Responsibly use all available systems (E.g. Opera)
• Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
• Maintain information confidentiality.
• Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
• Provide timely information in response to emergencies and guest requests such as plumbing problems, housekeeping requests etc. Verify with guests after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed through proper channels.
• Receive wake-up call requests from guests, repeat information back to the caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
• Serve as a liaison for guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
• Receives and logs into the Table Management System the restaurant reservations request with all information required.
• Maintaining the communication with the guests regarding the lost and found items.
• Creating amenities in the system for the efficient delivery and cross charging.
• Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
• Follow all safety policies and promotes a safe work environment.

Requirements

What We’re Looking For

• A hands-on approach with a ‘can-do’ spirit.
• Previous customer related experience is an asset.
• A continually creative and innovative personality
• Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System is an asset.
• Ability to find creative solutions while taking ownership for all duties and tasks assigned
• Fluency in English, secondary language preferred.
• Must have the ability to handle a multitude of tasks and Guest requests.

Benefits

Rewards At Work! Benefits For Life!

• Live the exciting FIVE Life
• Attractive incentive schemes
• Rapid career advancement
• Team-spirited colleagues