Ordertaker, In Room Dining

About The Role Ensures all guest luggage, mail, deliveries, and faxes are delivered in a timely, professional, and efficient manner, ensuring that they are handled responsibly and with care, and delivers exemplary service and provides a memorable impression of service to the guests. Key Duties and Responsibilities To adhere to the section s Standard Operating Procedures at all times To respond orally to positive or negative feedback received directly from guests or via comment cards/feedback systems and to develop strategies to address potential service shortfalls To be aware of local market competition, to monitor trends within the industry and make suggestions on how these could be implemented in our resort To be innovative, suggesting new ideas and investigating new ways of doing things or new services for our guests To handle guest complaints, comments, problems/requests and other incidents in a professional & efficient manner, to document all complaints and incidents properly and to ensure that the (Assistant) Front Office Manager and other HoDs and Managers are fully informed about complaints/issues concerning their areas of responsibility To be fully aware of the hotel s credit policy and to make sure that all Concierge employees on duty is, too, and are adhering to all aspects of the credit policy at all times To be fully aware of all hotel policies, procedures and government rules & regulations and to always maintain good relations with the police and other local authorities Assists guests with loading & unloading of luggage as well as delivering it to and collecting it from the guest s room, ensuring that no damage is done to any piece of luggage. Delivers any faxes, messages, parcels, mail, newspapers, etc. to guest rooms in a timely manner and always verifies the guest s name and room number. Maintains a high level of knowledge about Bab Al Shams Resort facilities and services as well as Dubai and other Kerzner properties, to be equipped to answer guest enquiries and questions. Records all tasks in the applicable forms or Logbooks. Communicates with guests effectively, responds well in a timely manner. Works in a team, i.e., caring about other team members and different nationalities. Ensures the quality of the Bell Service department. Welcomes guests and assists with baggage, packages, briefcases etc. Establishes a good rapport with the guests. Ensures the transfer of all baggage to guestrooms without delay. Stores Guest baggage securely & follows hotel policies when requested. Supervises the security of guests property during transfers and/or storage in the baggage area Always keeps the luggage room clean and in order To maintain effective key control and to liaise with the Security Department in all matters concerning guest-room security To ensure that the port-cach s/driveways outside the hotel entrances are always kept clean and free of obstacles Shows the guest around the guest room, explaining the operation of any equipment. Listens to the guests at all times, strives to respond as quickly as possible to all requests made by guests. Ensures the transmission of all messages, documents, packages, mails and faxes to all guests and other departments whenever necessary in accordance with established standards and procedures. Assists guests with transportation requests & taxis. Assists with taxi bookings and follows up to ensure the taxi arrives at the scheduled time. Ensures proper records are maintained for all guests deliveries. Handles guests requests/inquiries in a professional and helpful manner. Maintains updated and relevant information to handle guests enquiries. Maintains all quality standards and procedures from the guest s pre-arrival to the guest s arrival, to the guest s in-house stay, to the guest s departure. Coordinates and ensures timely deliveries and collections of guests luggage. Maintains a high level of productivity and cost efficiency within the department. Supports and reviews the current procedures and practices to ensure a high level of customer and owner satisfaction. Reports any unusual situation, fire or safety hazards, and damaged items needing repair to his line manager. Constantly on your feet. Complies with the hotel s health, safety, and hygiene policy and maintains high grooming standards, Reports for duty punctually, always wearing the correct uniform and name badge. Join a team that is warm,caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories. Experience & Educational Requirements Completed Secondary School education. 1-2 years in a similar position in a five-star hotel. Basic computer knowledge. Strong orientation towards customer service Highly organized and proactive, and able to meet deadlines in a fast-paced environment Initiative and Commitment to Achieve Effective Communication Attention to detail Problem solving and decision making Customer-focused Teamwork Interpersonal skills