[{{ $ctrl._job.status.name | translate}}] Guests Services Agent
HiGuests Dubai

Posted

Job description

Hello HiGuester, nice meeting you!
We are a thriving start up, growing super fast, and looking to hire enthusiastic experts in the hospitality sector. We want rising stars that believe in our project, in our vision, to become the leading rental management company in the Middle East and India. We are looking for people to add value, take part in our journey and building a tech enabled services giant.
HiGuests manages form A to Z the whole experience of the Host and the Guest. From designing and furnishing to publishing the listings in different portals like Airbnb, Booking.com or Expedia to welcome the guests in each city to make sure they enjoy an unforgettable stay in our apartments.
HiGuests has been awarded top 20 tourism in the world by the UNWTO, top 5 rising start-up in Barcelona by ACCIO and we secured investment from reputable and knowledgeable experts in tourism, real estate and travel.

We are looking for passionate guest services representatives to welcome guests and to deliver an excellent guest experience throughout their whole stay.

Main Responsabilities:
General
• Follow targets and objectives, work schedules, budgets, and policies and procedures
• Participate in daily briefings to insure an up-to-date knowledge of all apartment status
• Report accidents, injuries, and unsafe work conditions to manager
• Ensure uniform and personal appearance are clean and professional
• Maintain confidentiality of proprietary information
• Protect company assets
• Assist individuals with disabilities
• Speak using clear and professional language
• Answer telephones using appropriate etiquette
• Develop and maintain positive working relationships
• Support team to reach common goals
• Comply with quality assurance standards
• Stand, sit, or walk for an extended period of time
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
• Perform other reasonable job duties as requested by Managers

Property management
• Inspect regularly and check all fixtures, fittings, and appliances to ensure compliance to quality standards and take action as necessary
• Release apartment for arrivals in accordance with company quality standards
• Be aware of any maintenance issues and report them accordingly
• Have an overview of the daily occupancy, arrivals and departures
• Process all guest check-ins and check-outs in accordance to company standards
• Secure payment and process all payment pending
• Activate/reissue apartment access cards
• Communicate to the Booking team when guests require an apartment
• Coordinate with Housekeeping to track apartment status
• File guest CI form
• Run and check daily reports
• Reports any theft or damages

Customer Service
• Supply guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns
• Follow up to ensure each has been met to guests' satisfaction
• Handle guest complaints in a polite and professional manner
• Take ownership of any guest complaints and follow up on the service recovery
• Communicate with guests in order to meet their expectations and to gather preferences
• Always help the guests and anticipate their needs in advance
• Arrange transportation for guests/visitors
• Serving as a role model to demonstrate appropriate behaviors.

Requirements

Experience
• Minimum 1 years of experience working in a 4-5 star hotel environment.
• Previous working experience in the Middle East is beneficial
• Housekeeping, chemical and linen knowledge is mandatory
• Pre-opening experience is beneficial
Skills
• Fluent in English
• High degree of ‘emotional intelligence’
• Leading by example and inspire the team to do their best
• Committed to delivering high levels of customer service
• Ability to work under pressure
• Flexibility to respond to a range of different work situations
• Strong organizational and problem-solving skills
• Familiar with Property Management Systems
Job type
Internship, Graduate program, Full-time, Apprenticeship, Traineeship
Location
Dubai, United Arab Emirates
Department
Customer Service
Languages
English, Arabic (optional), Hindi (optional), Russian (optional)
Starting in
As soon as possible
Latest start date
March 2019
Contract duration
Indefinite
Positions available
5
Pay range
3500 AED / 1,000 USD / month
Other benefits
phone, medical insurance, visa, flight home

HiGuests

The HiGuests family started when two friends from Barcelona realised the huge amount of hassle arranging all the logistics of renting properties on Airbnb. The HiGuests family work hard and are passionate about taking care of your home as though it were our own. Our customers will not be aware of the process, and we will ensure your guests enjoy the best stay possible.

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