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Guest Services Manager - Front Office - Jumeirah Messilah

Job in Kuwait City - Kuwait
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Company: Jumeirah Messilah Beach Hotel & Spa - Jumeirah Group
Full Time position
Listed on 2019-10-15
Job specializations:
  • Hospitality
    Guest Services
  • Hotel Work
    Concierge, Hotel Front Desk, Hotel Management
Job Description & How to Apply Below
Position: Guest Services Manager - Front Office - Jumeirah Messilah Kuwait

At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.

We want you to do well from the beginning, so we’ll give you every chance to impress during the recruitment process. We promise our colleagues a warm welcome and will help you feel part of our Jumeirah family from day one. You can rely on us to support you as you settle into your journey with us and make Jumeirah ‘Your Place to Shine’.

Jumeirah Messilah Beach Hotel and Spa offers easy access to Kuwait’s Central Business District, airport and major attractions. The beachfront resort features 316 rooms and suites, 80 residential suites and 12 villas, seven restaurants, cafés and lounges, a Talise Spa, 200-metre private beach, two swimming pools and a children’s play area. Extensive conference and banqueting facilities are available, including the Badriah ballroom.

About the Job:

An exciting opportunity has arisen for an Guest Services Manager to join our Front Office department at Jumeirah Messilah Beach Hotel & Spa Kuwait. To manage the operations of the reception, by ensuring product quality standards are met and that optimum service is provided to all hotel guests, according to the organization’s business objectives.

Your main duties will include:

  • Ensures that all activities adhere to and support the Hotel Quality System.

  • To maintain and achieve a high C.S.I (Customer Satisfaction Index) score for the department.

  • Conduct colleagues appraisals annually and quarterly.

  • Requires to set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, team work, guest and colleagues relations, observance of company’s rules and regulations, loyalty to management and inter-departmental cooperation.

  • To supervise the day-to-day operation of the Guest Service Desk, Business Center and Club Executive Lounge to ensure high standards of service and guest care at all times.

  • To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and / or its reputation.

  • To be constantly proactive in anticipating guest needs & requirements and to demonstrate a high & consistent level of service at all times.

  • To carry out duties of Guest Service Executives, Team Leaders and Assistant Managers and Duty Manager as required.

  • To motivate, lead and ensure the continuous improvement of the team to achieve the company’s vision and goals.

  • To carry out and supervise regular departmental training and cross training of team members from other hotel departments.

  • To meet and carry out training plan within the department as required by the group.

  • To maintain the colleagues roster, vacation plan and monthly attendance summary sheet for payroll.

  • Respond to guest letters, queries, complaints in a professional manner.

  • To ensure Lobby Ambassadors presence at all times and to ensure that all guests are being assisted by colleagues.

  • To oversee and organize guest welcome drinks and communicate approximate number of arrivals to the relevant department.

  • To check arrivals lists for the following day and ensure that all departments are informed via daily ‘VIP’ lists.

  • Update and maintain guest profiles and accurate guest history records, including the recording of guest information received from other hotels or departments and the guest’s preferences.

  • To ensure that all relevant departments are advised of guest history requests/preferences prior to arrival.

  • To liaise with the Reservations Department after receiving completed Guest Preference forms, and action them accordingly.

  • To complete and file arrival checklist for all VIP arrivals and other arrivals if operation permits.

  • To ensure that daily ‘Courtesy Calls’ by telephone are undertaken by Guest Service Team

  • To check all VIP arrival suites (and other arrival suites) for the day and report any issues to be raised to the relevant departments.

  • To ensure that orders are placed to ensure timely delivery of VIP amenities for arriving and in-house guests

  • To spot-check the delivery of amenities of in-house long-staying guests.

  • To ensure that welcome folders and welcome cards are prepared for all arrivals

  • To assist with guests escort and ensure that every guest is escorted upon arrival to the hotel.

  • To oversee the organisation of the long stay guest cocktail gathering and communicate approximate numbers of attendees to the relevant departments.

  • To be visible and available to our in-house guests, making regular contact and obtaining feedback on the hotels facilities and services.

  • Perform any other duties that management may reasonably require.

About You:

The ideal candidate for this position will have the following experience and qualifications:

•Bachelors Degree in the Hospitality field.

•Minimum of 5 years work experience in a luxury hotel.

•Minimum of 2 years experience as a Guest Services Manager/ Guest Relations Manager in an international hotel chain.

•Experience working in the Middle East.

•Outstanding concern for quality, hospitality and guest satisfaction.

•Strong knowledge of property management systems.

•Exceptional people management skills, maintaining a positive approach, able to handle conflict and confrontation.

•Strong leadership and organization skills with a “hands on approach”.

•Excellent organization and time management skills.

•Proficiency in spoken and written business English.

•Fluency in Arabic

About the Benefits:

This position offers a highly competitive salary and package which includes:

Housing, yearly flight ticket allowance equivalent to return ticket to home country, incentive plans, life and accident insurance, laundry, meals and transportation.

See description
Position Requirements
Less than 1 Year work experience
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
For jobs on this site that accept applications from your location / country,
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