Guest Service Agent
Dubai Marriott Harbour Hotel & Suites
Total years of experience :13 years, 8 Months
Responsible for maintaining exceptional guest service standards
* Responsible for Front Desk operations.
* Responsible for high level of guest satisfaction because of the impact it has on the service
index and the ultimate effect on the overall guest satisfaction and guest’s intent to
return.
* Ensure that all guest queries and incidents are responded to promptly and to the
satisfaction of the guest.
* Responsible for buddy system of new colleagues and review their progress periodically.
* Achieving up sell incremental revenue with an impact of 5% on the Rev PAR against a
budget of 3%.
* Create and produce reports as required.
* Participates in property initiatives.
* Ensure that guest data and management reporting is processed efficiently and accurately
while maintaining proper security standards.
* Ensure that all accounting transaction and cash handling procedures are in compliance.
* Pro-actively identify potential guest issues.
* Assist housekeeping in day-to-day activities.
* Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.
* Awarded Guest Voice Champion for the Hotel & Department.
* Awarded Top Up seller.
* Ensure that all FO audit documents are in place and properly filed .
Welcome Marriott Rewards Elite Members
* Provide Amenities are per Membership status.
* Sell/Charge Lounge Pacakge.
* Order Food & Beverage Items through Birch Street System.
* Recognized at Multiple occasion in Trip Advisor for the service standards set.
Create & Maintain Guest Satisfaction Survey.
* Handle Incoming requests & appointments.
* Handling Customer with complaints.
* Work with patients as per their requests and requirements.
Meet & Greet Guests
* Handle tours, restaurant & transport reservations.
* Handle Customer with complaints.
* Pre arrival Planning for guests.
* Follow up on requests and arrangements for VIP clientle.
* 100% qualification in mystery shopper program.
Welcome every guest from the restaurant
Booking
Events planing