An opportunity has arisen for Senior Guest Services Assistant - Telecommunication in Jumeirah Beach Hotel. The purpose of this role is to provide a seamless service to all In-house guests and External callers by answering Telephone calls and Jumeirah chat application “E-Butler”.

The main duties and responsibilities of this role are:

Answer all internal and external calls according to a set of standards and connect them to the right extension/guest rooms as requested in prompt and professional manner.
Record wake up calls as requested by guests, and ensure the wake calls have been given on time and the log sheet is filled.
Answer emergency calls and follow the departmental emergency procedures.
Answer general guest enquiries about the hotel and facilities, daily events and functions taking place.
Maintaining a professional tone of voice while communicating with guests, callers and colleagues.
Answer guest messages on Jumeirah chat application “E-Butler”
Email the Frequency Report, Service Order Detailed Report, Total Calls, Updating the Medallia Report in opera clould on daily basis to the Director of Rooms and to the Front Office manager
Indorse all guest requests into HotSOS
Ensure a smooth hand over during change of shifts
Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring satisfaction in service provided
Adhere to the departmental Standard Operating Procedures.

About you:

The ideal candidate for this position will have the following experience and qualifications:

Minimum 1-2 years of experience in the same capacity or a similar position in a customer service / call center orientated organization.
Experience in handling guests/customers' requests over the phone.
Efficient in MS office Word, Excel and Power Point.
Good communication skills in English. Should be able to compose written communication with various service providers both internal and external guests.
Ability to attentively listen to guest feedback, provide suitable support and raise escalation, if required.
German, Russian, Spanish, Italian, French, Chinese language preferred, but not mandatory.

To Apply Send Your CV: