At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for a Receptionist to join the One&Only team at One&Only Royal Mirage Resort in Dubai.
With the global growth of our brands, you will be responsible for all systems and procedures connected with front desk, check in, check out, resort information, guest transfers, guest relations, excursions, cashiering, night reception functions, and other allied front office functions. Will always project an image of courteousness and hospitality while handling guests. In addition, to perform all such duties and to carry out all such responsibilities as may be assigned from time to time to ensure the highest levels of personalized attention and standards of service. Anticipates the needs of guests, including prearrival journey and executes all requests in a timely fashion. You will be instrumental in creating an environment & executing service that is second to none by consistently seeking opportunities to create everlasting memories and building relationships.
Key Duties and Responsibilities
- Adherence to all rules, procedures and policies of the hotel/resort, in accordance with the guidance and communication stipulated by the Team Leader.
- Attendance to duty on a timely manner, with accurate adherence to uniform and grooming standards.
- Attendance of daily briefing conducted by the Team Leader/Assistant Manager/Manager.
- Handling of all office or duty related equipment to accordingly perform needed procedures.
- Maintaining a clean and tidy reception area and workspace.
- Allocation and filing of all registration and departure cards in the designated files.
- During night shift, assistance to be provided for carry-through of PMS night audit procedures, preparation of all operational reports and delivery to management.
- Accurate handover of essential information to the next shift.
- Fully able to navigate the resort PMS system, handling Check-in and check-out procedures in accordance with standards and time constraints.
- Issuance of keys in adherence to all security measures and procedures to assure guest and colleague safety.
- Be fully trained on walk in reservations, DCC system, and up-selling procedures to ensure resort revenue maximizes and guests are satisfied.
- Carry out guests check in, check out and requests as per resort standards.
- Be fully trained in checking high balance and traces report.
- Be fully trained in using downtime report.
- Be fully trained in closing City Ledger, rebates and all finance related.
- To assist guests with all their needs throughout their stay and ensure all guests are assisted in a warm and personalized manner as per Resort Standards.
- Communicate any guest requests or reservations to the call center for follow up and communication is given back to the guest.
- Have full knowledge of special promotions, events and resort activities always and have basic concierge knowledge of local sites and destinations.
- Deal with currency exchange and transactions according to resort policies and procedures.
- Ensure that all daily revenue transactions are carried out according to resort policies and procedures.
- Be trained in respective tasks and duties in the case of life and safety, fire or other emergency procedures.
- Attend departmental training sessions as requested.
- Assist with other job-related tasks when requested.
- Ensure guest information is kept confidential at all the time as per resort standards.
- Communicate correctly and efficiently with other guest services departments to ensure guest satisfaction.
- Have full knowledge of all resort accommodation types, additional preferences available on request, and rates related to the respective accommodation type.
- Contribute to achieving departmental goals.
- Maintain Quality documentation.
- Ensures the department KPI’s are achieved through all audits.
- Handles all concierge, restaurants, activities & experiences related queries.
Skills, Experience & Educational Requirements
- Diploma, Hotel Management an advantage
- A minimum of 2 years’ experience in a Call Center in acknowledged Resorts or Hotels.
- Speaks English fluently.
- Experience in Opera PMS, Microsoft Office, Seven rooms, Guest messaging Hub & Alice preferable
- Good verbal and written communication skills
- Passion for customer care with a desire and willingness to work in a Call Center environment.
- Excellent interpersonal and Guest management skills, strong business communication skills
- Ability to work under pressure and react quickly and effectively.
- Analytical skills. Ability to identify reasonable solutions quickly.
- Flexibility with shift patterns to ensure support across operational hours. Flexibility in terms of additional overtime as and when required.
At One&Only creating JOY is at the forefront of everything we do. If you are the one to make every detail count & are bold to go beyond the obvious in every task assigned with positive
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
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