Guest Service Coordinator Full Time

Company Description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella. Boasting 946 units, with 254 uniquely designed hotel rooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors, SLS Dubai is one of the tallest hotels and residences in the region. A wondrous and striking landmark in Downtown District, designed by the award- winning architects Aedas and interior designer Paul Bishop, the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.

Job Description

• Handle and prioritize guest inquiries, requests, and complaints in a professional and courteous manner.
• Provide guests with information about hotel facilities, amenities, and services.
• Assist guests with reservations, tours, transportation, and special requests (e.g., restaurant reservations, spa bookings, etc.).
• Assist in managing guest feedback, complaints, and service recovery, escalating issues to the appropriate department when necessary.
• Ensure proper communication with housekeeping, bell staff, and other departments to fulfill guest requests efficiently.
• Strive to exceed guest expectations by anticipating their needs and offering personalized services.
• Proactively follow up with guests to ensure their satisfaction and resolve any issues promptly.
• Assist in training new team members and interns within the department.
• Ensure the concierge desk is organized and well-stocked with relevant information and promotional materials.
• Handle VIP and high-profile guests with extra care and attention, providing them with an exceptional level of service.
• Participate in department meetings, offering feedback and suggestions to improve service quality.
• Prioritize check-ins, check-outs, and room deliveries based on urgency and guest needs. For example, early check-ins or deliveries required at a specific time should be given priority.
• During busy or peak periods (e.g., check-in/check-out times), manage the flow of requests to ensure that service standards are maintained. This may involve delegating tasks to other staff or adjusting priorities as needed.
• Stay proactive in managing guest needs and requests, ensuring that nothing is overlooked.
• If there are delays or issues with check-in/check-out or deliveries, keep guests informed with updates and offer solutions to minimize inconvenience.
• Regularly check and update inventory of short-term and long-term storage, such as luggage, parcels, or other items for guests.
• Handle all items with care to avoid damage, especially fragile or valuable objects.
• Ensure that all items are clearly labelled, categorized, and easily accessible.
• Arrange items in the luggage area and storage area in a way that maximizes space and ensures easy access. Ensure that the areas are free from any hazards that might cause accidents or damage to stored items.
• To ask Housekeeping to regularly clean the storage area to maintain a neat, clutter-free space. This includes dusting shelves, wiping down surfaces, and ensuring the floors are clean.
• Keep detailed records of any items that enter or leave the storage area, ensuring everything is documented accurately.
• Regularly audit the storage area to ensure nothing is missing, misplaced, or improperly stored.
• Communicate any issues related to the storage area with the Rooms Admin, including any need for additional supplies, stationeries or equipment for the operation.
• Ensure that all tracking sheets are up-to-date with the correct report (e.g. extra valet, car wash).
• Regularly audit the folders (e.g. car wash, transportation and VIP parking) if they chronologically series and if invoices are attached.
• Every end of the month, identify tasks that have urgent deadlines (e.g., invoice submission, valet attendance submission) and prioritize them accordingly.

Qualifications

• High school diploma or equivalent required; college degree in hospitality management or related field preferred.
• Prior experience in guest services, customer service, or a concierge role is preferred, particularly within the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and composed in high-pressure situations.
• Knowledge of local attractions, events, and services.
• Proficiency in using hotel management software and general office applications.
• Ability to multi-task and prioritize effectively.
• A passion for hospitality and a customer-centric attitude.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 Kilo without assistance
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping
• High school diploma or equivalent required; college degree in hospitality management or related field preferred.
• Prior experience in guest services, customer service, or a concierge role is preferred, particularly within the hospitality industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and composed in high-pressure situations.
• Knowledge of local attractions, events, and services.
• Proficiency in using hotel management software and general office applications.
• Ability to multi-task and prioritize effectively.
• A passion for hospitality and a customer-centric attitude.

Physical Abilities

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 Kilo without assistance
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
• Stand, sit, or walk for an extended period of time or for an entire work shift
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping