Assistant Guest Services Manager
Key Skills for This Role
Full Job Posting
Compensation
- Fixed monthly salary of AED 4,500.
Role requirements
- Proven track record in a similar role in a luxury hotel environment.
- Experience delivering guest experiences and improving customer satisfaction through personalized calling services.
- Knowledge of guest services, hotel amenities, local attractions, and industry trends.
- Supervisory and leadership skills to lead and inspire the team.
- Strong interpersonal skills and excellent written and verbal communication; fluency in English is required.
- Additional languages are a plus.
- Calm, courteous, welcoming, and enthusiastic manner; hands-on attitude and adherence to grooming standards.
Roles and responsibilities
- Deliver personalized guest services and exceed guest expectations through telephone interactions.
- Oversee the calling team's day-to-day operations and foster continuous improvement.
- Develop and enforce calling scripts and communication protocols.
- Resolve guest inquiries, concerns, and special requests promptly and professionally.
- Improve guest engagement and satisfaction during phone interactions.
- Partner with Marketing on calling campaigns promoting offers, events, and personalized experiences.
- Coordinate with departments to give guests accurate information about services, amenities, and local recommendations.
- Uphold security and confidentiality protocols for guest information and requests.
- Train the calling team on service standards and industry trends.
- Monitor industry trends and identify opportunities to enrich the guest experience.
About the employer
The employer describes a global business spanning hospitality, entertainment, and real estate, with a diverse, multicultural team and a focus on service quality and growth.
About FIVE Hotels and Resorts
Dubai-based luxury lifestyle hotel group operating high-end hotels and resorts for leisure and business travelers.
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