About this role
The Role
To take time and get to know the guests, and to be committed to service excellence.
To show presence in the Hotel Lobby and provide service that is sincere, warm and enthusiastic, ensuring the guests’ satisfaction.
Work closely with Front Office, Housekeeping and Food and Beverage regarding guest needs and special requests
Take opportunities to delight the guests.
Key Deliverables and Responsibilities
Planning & Organizing:
1. Awareness of local activities and recreation options
2. Be fully aware of the daily information and activities both in the hotel and locally.
3. Check Hotel status including occupancy, functions, groups, VIPs.
4. Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
5. Is aware of the daily activities and has product knowledge of all the hotel facilities.
Operations:
1. Follow the grooming standards at all times
2. Attend training classes as per schedule
3. Show fullest cooperation and respect within the team and other departments
4. Perform as per OSM Standards and in line with the Company’s Values and Core Behaviours
5. Check equipment and report issues to IT or Engineering
6. Handle guest complaints and report to manager
7. Show fullest cooperation and respect within the team and other departments.
Ensure the prompt and efficient handling off all guest luggage on arrival, during stay, departure and the luggage store, as well as ensure safety and security of guest luggage.
9. Ensure that all luggage are covered with a baggage claim tag.
10. Parking of guests and visitors vehicles in the designated hotel parking area.
11. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
12. Handle issuance of guest room key cards and ensure effective control for guest security.
13. Report any unusual occurrences or requests to the Concierge desk.
14. Responsible for the efficient, clean, safe and hygienic maintenance of the Concierge Desk area.
15. Responsible for lobby paging services under the supervision of Concierge.
16. Practices suggestive selling and able to familiarize guests to hotel facilities.
17. Co-ordinates with Front Office to ensure that payment of guest folios is protected at all times, vis-à-vis scanty baggage procedure & release of guest bags on departure.
18. Escorts guests to their rooms. For the first time guests, explain hotel facilities. In the room explain room facilities such as (how lights & TV function, safe, AC, fire exit, etc.)
19. Ensure luggage is placed for guest to unpack.
20. Ensures that all guests are greeted on arrival & departure of the hotel and escorting each individual to the right direction.
21. Provide friendly and courteous service to guest and respond promptly to all requests and inquiries at all time.
22. At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
23. Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently and courteously.
24. Ensures prompt & efficient message, newspapers, parcels & package deliveries to guests, as per hotel policy.
25. Arrange all guest transportation requests including Limousine service, Shuttle Bus and car rental with coordination with our rent a car agent available in the hotel.
26. To have a complete understanding of and to adhere to Swissôtel Al Murooj, Dubai policy relating to Fire, Hygiene, Health and Safety.
Administration:
1. Handling telephone calls at the Concierge desk.
2. File daily concierge desk report and documents systematically under the supervision of Concierge
3. Maintains accurate records / documentation, as per operational and organizational requirements.
**Required Qualifications:**
College Graduate or equivalent qualification from an accredited institutionMinimum 1 year of demonstrated professional experience in a bellhop, guest services, or equivalent hospitality roleProficient computer literacy with demonstrated competency in hotel management systems and Microsoft Office applicationsFluent communication skills in English; additional languages are advantageousProfessional grooming standards and presentation at all timesValid identification and clearance to work in the hospitality sectorAbility to work flexible shifts, including evenings, weekends, and public holidays**Preferred Qualifications:**
Hospitality or customer service certificationExperience in a luxury hotel environmentKnowledge of local attractions, activities, and transportation optionsDemonstrated excellence in guest relations and complaint resolution Directly opposite to The Dubai Mall, the iconic Burj Khalifa, 10 minutes walk to the Dubai Metro Station and within a few minutes’ drive to DIFC, World Trade Centre and just 15 minutes’ drive from Dubai International Airport, Swissotel Al Murooj is located in downtown Dubai, one of the city’s favoured destinations for business or leisure.