RC RAK, Al Wadi Equestrian Coordinator

Description

POSITION SUMMARY

Reporting to the Equestrian Manager this role is the first point of contact for guests and visitors. This role assists the Equestrian Manager to ensure compliance of set standards and procedures to protect the guest and all equestrian parties. The role enhances the guest experience whilst achieving department KPIs. The post-holder must ensure that calls and guest communication is answered in a timely manner providing accurate information regarding the department and the department services scheduling options and billing process. The post holder must also be able to make outbound calls to follow up with guests and suppliers. The post holder must be able to provide accurate and appropriate verbal and written information including answering queries about services provided and internal coordination. This role works closely with the Equestrian Manager providing them administrative support for all matters pertaining to the Equestrian Operation as well as the procurement of Equestrian supplies.

Calls & Admin

• Answers telephone enquires promptly efficient and politely to support the guest query whether it is to learn about Equestrian services or to schedule an appointment.
• Ensures guest safety by responding appropriately and in a timely fashion with regards to their concerns including following set standards and procedures.
• Makes outbound calls to guests to confirm appointments for the following day/week.
• Makes outbound calls to guests to re-schedule appointments if required following any changes in staff schedules.
• All Administrative duties to fulfil the role and assist the Equestrian Manager with the smooth operation of the department.

Scheduling

• Provides scheduling options for guests based on request or initial assessment of ideal guest service pathway.
• Schedules appointments and coordinates with Equestrian staff to ensure accurate booking of guest with a suitable activity and service provider.
• Ensures all appointments are re-confirmed in advance with the outcome recorded in the Electronic Record System.

Guest Experience

• Undertakes daily administrative duties as required within the Equestrian Department to ensure the efficiency of service flow.
• Addresses any concerns or guest complaints escalating to the Equestrian manager as required.
• Provides a high standard of guest support services with attention to detail for service delivery experience

Billing /Insurance

• Advises financial information to guests as needed to keep them duly informed of service costs.
• Responds as appropriates to enquiries from guests and third-party payers regarding services and billings and support the resolution of related problems.
• Acquires and verifies payment and/or authorization for financial cover of guest activity at the time of making appointments.
• Performs billing and verification of charges in an accurate manner and undertakes preparation of daily summary of all transactions as well as cash flow ensuring proper handover to Finance daily.

Reception

• Provides a courteous and timely welcome for guests and visitors to the Equestrian Centre and handles all guests and their families with care and respect.
• Ensures that reception desk and waiting areas are always maintained in a presentable manner and that the reception area presents a professional and caring image.
• Provides an efficient registration or pre-registration service ensuring that the minimum data requirement is verified and entered at the time of attendance.
• Checks for missing information on registration forms obtain necessary dates and signatures completes release/consent forms as required
• Ensures that any deliveries to the Equestrian are delivered at the appropriate times.

Quality

• Complies with set standards of customer service (e.g. Call attendance email handling queues etc.) for inbound and outbound calls across all services to enhance guest experience.
• Supports the smooth running of the Equestrian Centre by working flexibly with colleagues to provide coverage and assistance to ensure reception desk and call centre are adequately covered to maintain a smooth flow of operations.
• Provides reports and data related to KPIs as requested by Equestrian Manager
• Prepare Presentation Material as requested and under the guidance of Equestrian Manager

Confidentiality

• Observes and maintain privacy dignity and confidentiality of guests providing personal information at the reception desk or over the telephone.
• Ensures that all personal information of guests and employees always remains confidential and that the guest identifiable data is not available in public view or is taken outside of the workplace.
• Assist the Equestrian Manager with any Ad Hoc admin they request.

Training & Education

• Participates in professional training and education to maintain all competencies.
• Maintains a professional portfolio for continuing professional development recording learning outcomes through participation in internal and external development opportunities.
• Completes Mandatory Training.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

IC

Key Skills
Corporate Risk Management,Electronics,Infection Control,Bakery,ELV,Accident Investigation
Employment Type : Full-Time
Experience: years
Vacancy: 1