Hotel Guest Service Representative

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia RAFFLES Full time
Job Description

We are seeking a highly skilled and friendly Hotel Guest Service Representative to join our team at Raffles. As the first point of contact for our guests, you will play a pivotal role in creating a warm and welcoming atmosphere, ensuring a seamless experience throughout their stay.

Key Responsibilities:
  • Greet and check-in guests, providing exceptional service and a personalized welcome.
  • Handle guest inquiries, requests, and complaints with empathy and professionalism, resolving issues promptly and efficiently.
  • Process check-outs, including accurate billing and payment handling, maintaining a high level of customer satisfaction.
  • Upsell hotel services and amenities to maximize room occupancy and guest satisfaction, exceeding expectations through outstanding service.
  • Maintain thorough knowledge of hotel facilities, local attractions, and services, providing expert recommendations to enhance the guest experience.
  • Collaborate with other departments to ensure guest needs are met promptly, fostering a culture of teamwork and excellent communication.
  • Manage reservations, room assignments, and special requests, guaranteeing accuracy and attention to detail.
  • Ensure the front desk area is organized and well-stocked with necessary supplies, maintaining a clean and professional environment.
  • Assist with administrative tasks, including report generation and inventory management, contributing to the smooth operation of the hotel.
  • Adhere to hotel policies and procedures while maintaining a customer-focused approach, upholding the highest standards of quality and service excellence.
  • Participate in ongoing training to enhance guest service skills and product knowledge, staying ahead of industry trends and best practices.
Qualifications

To be successful as a Hotel Guest Service Representative, you will possess:

  • A minimum of 1 year experience in a guest services role, preferably in a hotel setting.
  • An Associate's or Bachelor's degree in hospitality, business, or a related field (or equivalent work experience).
  • Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service.
  • Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, and Outlook), with the ability to learn new software quickly.
  • Experience with Opera hotel management software is an asset.
  • Strong problem-solving abilities and attention to detail, with a focus on accuracy and efficiency.
  • Flexibility to work various shifts, including nights, weekends, and holidays, with a willingness to adapt to changing priorities.
  • Physical ability to stand for extended periods and occasionally lift up to 20 pounds, with a focus on maintaining a safe and healthy work environment.
  • Multilingual skills, particularly Arabic and English, are highly advantageous, enabling you to communicate effectively with guests from diverse backgrounds.
  • Knowledge of Jeddah and surrounding areas to provide local recommendations, enhancing the guest experience through insider expertise.
  • Ability to remain calm and professional in high-pressure situations, with a focus on de-escalating conflicts and resolving issues positively.
  • Demonstrated organizational skills and ability to multitask efficiently, prioritizing tasks and managing time effectively to meet deadlines.

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