Guest Happiness Coordinator
Emirates Sports Group is redefining sports, entertainment, and hospitality investment across Dubai and the GCC. We combine innovative vision with strategic expertise to lead groundbreaking projects in sports tourism, event management, and facility development.
Skills
About This Role
Company Description
Emirates Sports Group is redefining sports, entertainment, and hospitality investment across Dubai and the GCC.
We combine innovative vision with strategic expertise to lead groundbreaking projects in sports tourism, event management, and facility development.
Our commitment to excellence is evident in key projects like the Emirates Sports Hotel and upcoming initiatives like the Emirates Sports Arena, which highlight our dedication to providing top-notch facilities for athletes and VIP guests.
Reception Duties
- Greet and welcome guests with a professional and warm demeanor.
- Handle guest check-in/check-out processes using Ezee or a similar PMS.
- Respond to all guest inquiries via phone, WhatsApp, and email (reservation mailbox).
- Maintain reception area presentation and guest comfort.
- Handle complaints promptly and escalate complex cases as needed.
- Coordinate with Housekeeping, Security, and Maintenance teams to ensure guest service quality
- Process guest payments, verify transactions, and record revenue correctly
Guest Happiness Duties
- Monitor and improve guest satisfaction across all touchpoints
- Follow up with guests during and after their stay
- Build strong relationships with repeat and long-stay guests
- Manage and respond to reviews on platforms such as Booking.com, Airbnb, Google, and social media
- Track ratings and identify recurring service issues
- Track and manage all guest complaints
- Ensure proper follow-up after resolution
- Maintain complaint logs and service records
- Conduct surveys and collect guest feedback
- OMNIFY Platform Management and ·Serve as primary administrator and coordinator of the OMNIFY platform.
Qualifications and Skills
- Minimum Graduation or a degree in Hospitality, Hotel Management, or a related field is preferred
- Fluent in English, additional languages (Russian, Arabic) are a plus.
- Strong knowledge of front office operations and hotel procedures.
- Proficient in using hotel property management systems (PMS) and Microsoft Office Suite.
- Ability to handle stressful situations with professionalism and poise.
Experience
- A minimum of 2-4 years of experience in a front office or similar role in the hospitality industry.
Key Competencies
- Customer-focused mindset
- Attention to detail
- Professional communication
- Analytical and reporting skills
- Team coordination and collaboration
Working Conditions & Compensation
- Competitive salary package with additional sales commission and performance bonuses
- May occasionally require weekend or holiday shifts based on operational needs.
Job Types: Full-time, Permanent
Pay: AED4,000.00 - AED5,000.00 per month
Application Question(s)
- Are you available on an immediate basis?
- What is your current visa status?
Experience
- hospitality: 1 year (Required)
Language
- English (Required)
Location
- Dubai (Required)
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