Accor

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What you will be doing:

Under the guidance and supervision of the Rooms Division Manager and/or the Night Manager, and within the limits of the established Swissôtel Al Murooj Hotel and OSM (Operational Standards Manual), his/her responsibilities are to ensure all guests are given a personalized warm, friendly, courteous and efficient service and to ensure all aspects of the department are handled efficiently and effectively.
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.
He/she is responsible for supervising operations according to Hotel standards in order to ensure guest satisfaction under the control of the Front Office Manager in the accomplishment of their objectives.

Key Objectives:

Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
Responsible for extracting VIPs’ detailed information, preferences and habits before arrival, and share this information with relevant departments to create a personalized welcome and stay.
Liaise with VIP parties, special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact upon arrival.
Liaise with key departments (Housekeeping, Food & Beverage, Reservations and Sales) to ensure a smooth stay from arrival until departure.
Ensure VIP rooms are ready, checked and all in order prior to arrival.
Provide friendly and courteous service to guests and respond promptly to all requests and inquiries.
Conduct daily courteous calls to VIP rooms, so too with other guests.
Thorough knowledge of emergency procedures and general crisis situation procedures.
Review guest comments daily; Ensure that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas.

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