Senior Guest Services Assistant – Telecommunications – Madinat Jumeirah Resort

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Job Description


About Jumeirah and Madinat Jumeirah Resort:

Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different™ brand promise.

Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated signature dining destinations and surprising architecture and design at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 25 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.

As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.

Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.

Madinat Jumeirah – The Arabian Resort of Dubai is a magnificent tribute to Dubai’s heritage. The resort comprises of three grand boutique hotels: Jumeirah Mina A’Salam, Jumeirah Al Qasr, Jumeirah Al Naseem and a collection of 29 traditional summer houses known as

Jumeirah Dar Al Masyaf. In addition, there’s seven exclusive Malakiya Villas, over 50 world-class restaurants and bars, a traditional souk, 3km of waterways with abras, a leading conference and banqueting centre, 2km of private beach, the award-winning Talise Spa and the Talise Fitness health club.

About the Job:

As a Senior Guest Service Assistant the candidate will be responsible for answering calls and E-Butler messages as the first priority. Support in house and guests calling the hotel main line with all manner of enquiries. Support Madinat Jumeirah in house guests with restaurant reservations, transportation requests and any other requests. Calls must be answered within three rings in a courteous, warm matter with a friendly tone of voice, complying with all internal and LQA standards. Handle complaints efficiently and professionally, escalating where required. Exceed guest expectations, acknowledging and celebrating occasions/special events. Going the extra mile to anticipate guests needs.

Your key responsibilities will include:

  • Answer all calls according to the set standards in the department training
  • Adhering to the set standards of all departments SOP’s, Training Manual and department Team Site
  • Assist with guest requests in a pro-active manner that demonstrates HEART values
  • Maintain a professional tone of voice while communicating with guests, callers and colleagues • Use of correct English and phrases in both verbal and written communication with guests
  • Handle E-Butler messages from in house guests with all types of enquiries
  • Handle emails regarding restaurant reservations giving clear, pre-emptive and creating opportunities to delight our guests
  • Follow up all relevant duties and requests
  • Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring they are satisfied. Use all opportunities to exceed our guests expectations.
  • Read, understand and attend the daily briefing every day whilst on shift
  • Escalate any expression of the guest satisfaction to the senior colleague on duty immediately 
  • Check all guest requests and reports through Service One in cases of a guest complaint 
  • Indorse all guest requests into HotSOS. 
  • Update and hand over all DND’s, incognitos, messages and instructions on a shift to shift basis. HotSOS is to be opened and terminated for record
  • Ensure all wake calls are correctly written in the master sheet
  • Ensure all wake calls are given on time and written in a clear readable handwriting
  • Check all wake up calls and ensure all are correctly handed over to the incoming shift
  • Update all information on the information boards/white boards.
  • Perform any related duties and special projects as requested by the Restaurant Reservations & Service One/Telecommunications Manager
  • Adhere to Jumeirah’s Guiding Principles and Hallmarks and Vision
  • Be aware of the hotel’s fire and emergency procedure.
  • Attend all relevant and mandatory trainings and communication meetings
  • Follow all emergency procedures as per requirement 
  • Comply with the Resort’s Health, Safety and Hygiene policy and maintain
  • Grooming standards, proper body posture and a positive approach and attitude at all times
  • Keep the relevant managers informed of all guest complaints and discrepancies
  • Adhering to Jumeirah/department procedures, rules and regulations at all times
  • Perform any related duties and special projects as requested by the Manager/TL. 
  • Keep personal lockers and operator stations clean.
  • Adhering to Jumeirah Guiding Principles and Hallmarks
  • Assist newly joined colleagues on the job duties of a Telephone/Service One Operator
  • Have high product knowledge about Madinat Jumeirah and other Jumeirah unit

About you:

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

  • Minimum of five years on the job experience in a five star hotel
  • Five Star Hotel operating procedures
  • Telephone or Hostess experience
  • Excellent written and communication skills in English
  • Able to assist and handle day to day challenges and situations
  • Maintain world class operational standards
  • Additional language advantage
Dubai, AE