Company DescriptionAn architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.PURPOSE OF POSITIONTo oversee and direct all aspects of Guest Relations to maximize guest satisfaction.KEY ROLES & RESPONSIBILITIES
Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
Ensure all members consistently receive all benefits, and repeat guests and other VIP's receive special recognition and service
Meet and greet VIP guests personally
Liaise closely with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
Prepare compendiums prior guest arrival and check-into system if necessary
Maintain close contact with Airport Concierge for new arrivals and departures
Update and maintain repeat guest history system
Promote Inter-Hotel sales and in-house facilities
Send prepared welcome cards and amenities to room prior to guest arrival
Attend to special requests by guests
Handle guest complaints and refer them as necessary, follow up on corrective action
Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
Prepare requisitions for amenities on a timely basis
Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Inc staff to facilitate communications and smooth operations
Adhere to OH&S policies and procedures
Performs related duties and special projects assigned
QualificationsPERSONAL ATTRIBUTES
Strong written and verbal communication skills in English
Able to develop rapport with colleagues and management staff
Ability to work cohesively with co-workers as part of a multi-cultural team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with guests and patrons
Able to exercise good judgment with difficult guests
QUALIFICATIONS
Degree from School for Tourism & Hotel Management
Additional InformationRaffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates