Guest Services & Concierge Agent
Fairmont Hotel Ajman
Total years of experience :11 years, 1 Months
• Provide a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards
• Remain observant and respond to each Guest who approaches the Guest Services Desk
• Respond to special requests from Guests with unique needs.
• Oversee and direct bell staff on a rotation basis, ensuring customer satisfaction is consistently obtained and adherence to service standards in a timely manner
• Ensure prompt, efficient and updated recording of mails, parcels, and messages
• Remain observant, note Guest preferences, and respond to accordingly inquiries & requests
• Responsible for maintenance of all Guest Services equipment, inventory tracking and purchasing requirements
• Ensure smooth operation of the transportation service, and ensure that information is passed to transportations representatives for all arriving and departing Guests.
• Maintain confidentiality of proprietary information and to protect company assets.
• Recognize guests’ needs and wants using intuition to exceed expectations
• Responsible for the delivery of Guest’s to their room, luggage, messages and any other items for delivery within the Hotel in a timely and professional manner
• Ensure guests’ are familiar with the features of their guest room.
• Act as an initial point of reference on the phone, or in Reception Area as Required.
• Promote and encourage a high level of Guest involvement, consultation and Communication.
• Maintain a perpetual presence on the Reception Desk throughout the hours of the shift
• Greet all Guests courteously, using the Guest’s name whenever possible
• Follow Hotel’s telephone, and E-mail etiquette standards
• Adhere to and promote the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
• Respect Guest presence (posture, verbal and non - verbal communication)
• Making reservations on Guests’ behalf, and ensure that they are provided with their preferred method of confirmation. Automatically present them with confirmation cards, itinerary, maps and printed directions that are appropriate to luxury brand.
• Providing a warm and sincere closing at completion of service sequence and offer any further assistance before leaving the Guest by reminding them of my name and how to contact us if needed.
• Provide Guests with accurate information and appropriate recommendations, sharing knowledge of the property and destination. Offer alternatives, transportation and offer to make bookings without prompting from the Guest.
• Physical setting up of computers and installation of various computer applications.
• Testing of computers and ensuring that computer systems are functioning properly.
• Work with vendors to resolve technical problems with desktop computing equipment and software.
• Managing user account, Logs on the DNS Server.
• Assisting staff in configuring and installing their laptops, computer desktops, printers, POS machines and other computer peripheral.
• Examination of network servers equipment for preventive maintenance
• Identifying and solving any problems that affect computer operating systems.
• Networking and connecting computers within the organizational domain to enhance communication
• Maintenance and upgrading of computer systems.
• Conducting data backups both at head office and different UNRA Station all over the country.
• Configuring E-mail application (IBM Lotus Notes) both LAN and Web Mail for users.
• Solving user complaints on a daily basis by offer physical assistance, telephone, and Network by use of Remote Desktop and Team Viewer.
• Database management through conducting Data Filtration, Data recovery by the use of MYSQL, and Access data management systems.
• Printer management to keep track of Tonners, cartridges and Fuser Kits with the use of Web jet Admin and also managing print jobs with the use of equitrac system.
Web development A+ Hardware repair and maintenance Computer networking System intelligence and Data where-housing VB.Net programming Java Programming Data Communication and Computer networks Mobile programming (Midp) and GSM project management System Development Testing and Implementation Project planning System Development life cycle (SDLC) Relational Database Development and Management Windows Operating System (XP, Win Visitor, Win 7 Installation and Maintenance Windows Server (2003 Core, 2008, 2008r2 core Installation and Maintenance Mac operating system Installation and Maintenance Linux operating System (Fedora) Installation and Maintenance Communication Skills