Guest Relations Executive

Job Description

<strong><u>An Exhilarating Opportunity</u></strong><p><br></p>Are you ready to be part of our Trailblazing FIVE Tribe thats setting the Gold Standard in Front Office? FIVE Hotels and Resorts is seeking a bold and innovative individual whos passionate about creating unforgettable, Next-Level experiences for our guests and other ‘FIVERs’. Famed for its high-energy lifestyle, entertainment, and culinary offerings, FIVE is the epitome of daring glamour, and includes these famous luxury lifestyle destinations:<p><br></p><ul><li>Dubbed the hottest hotel in Dubai, the dare-to-be-different FIVE Palm Jumeirah is home to award-winning restaurants, bars, and Dubai’s #1 rooftop club.</li><li>An uber-chic hotel capturing the excitement of new Dubai, FIVE Jumeirah Village is the worlds most-reviewed hotel on Booking.com. With 269 private pools and jacuzzies, the hotel promises an exclusive chic penthouse lifestyle.</li><li>Switzerland’s ultimate entertainment hotspot, FIVE Zurich’s luxury lifestyle award-winning restaurants, rooftop club and buzzing pool are centered around FIVE’s hallmark musical stylings.</li><li>Ready to launch in Q4 of 2023, FIVE LUXE is a prime beach property in Jumeirah Beach Residence. Embodying the unique ‘Vibe at FIVE,’ it will offer ultra-luxe, eco-conscious residences for luxury aficionados.</li></ul><p><br></p><strong><u>The Team</u></strong><p><br></p>‘FIVERs’ are cultured yet chic, confident yet self-effacing, and work hard to play even harder. As a FIVE Tribe Member, youll personify the distinct FIVE-Styled Vibe and use it to create Insta-Perfect experiences for our guests that keeps them coming back for more. If you dream of being surrounded by like-minded individuals who share your passion for delivering unforgettable moments that last a lifetime – then look no further.<p><br></p><strong><u>The Candidate</u></strong><p><br></p>Your outstanding communication, leadership and organisational skills enable you to be a natural self-starter. Youre a creative and critical thinker that implements hand-crafted solutions, which set new standards of excellence. You have an eye for detail and execute tasks with precision and finesse. Your outgoing and approachable nature enables you to connect with other ‘FIVERs’ and key stakeholders, ensuring their Journey at FIVE is nothing short of sensational.<p><br></p>So, have the best time ever by joining our Front Office Team as Guest Relation Executive to deliver exceptional experiences across our award-winning lifestyle destinations. Jump on board and unleash your potential in an exciting and buzzing environment that will take your career to new heights!<p><br></p><strong><u>Sustainable Indulgence at FIVE</u></strong><p><br></p>FIVE is a leader in sustainable luxury living and hospitality. The companys science-meets-styled Sustainable Indulgence at FIVE philosophy has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings. FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4s BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification. These achievements highlight FIVE’s comprehensive and committed scope of sustainability strategy permeating operations, governance and community.<p><br></p><strong><u>An Equal Opportunity Employer</u></strong><p><br></p>The FIVE Tribe represents over 70 nationalities across its over 1500 employees. FIVE is committed to hiring a diverse and inclusive workforce as an equal-opportunity employer. Accordingly, FIVE does not discriminate based on disability, race, age, sex, gender, sexual orientation, ethnicity, religion or belief, nationality, marital status, or any other basis protected under national or local laws. Ranked 10th on the Great Workplaces in the UAE 2023 list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a family bonded by common values and goals, celebrating people, culture and diversity.<p><br></p><strong><u>Key Responsibilities</u></strong><p><br></p><ul><li>Extends a warm welcome to arriving guests, and bids farewell to departing guests with a luxurious FIVE-Styled touch.</li><li>Conducts personalised Courtesy Calls, meticulously fulfilling the daily Performance Monitor task to ensure a Sensational Guest Journey.</li><li>Maintains an Inviting Presence in the Hotel Lobby, always embracing a ‘FIVE-Star’ appearance while Greeting Guests and offering Bespoke Assistance.</li><li>Addresses Guest complaints promptly and follows up with Unwavering Dedication to ensure resolution, leaving Guests delighted and satisfied.</li><li> Reviews and prepares detailed arrival reports for GC, VIPs, and Guests with special status, immediately highlighting pertinent information to Management and Coordinating Necessary Functions.</li><li>Regularly updates the Guest History with accurate and important information, displaying a Next-Level attention to detail that exceeds expectations.</li><li>Assists and coordinates seamlessly with the Front Office Reception Team, fostering a cohesive and Luxurious Guest Experience.</li><li>Promotes inter-hotel sales and showcases in-house facilities, providing information about banquet events, hotel amenities, Food and Beverage concepts, and exclusive promotions, ensuring Precision in Delivering Details to Guests.</li><li> Actively gathers feedback from Guests, tapping into their desires and preferences to enhance FIVE’s services and facilities, aiming to always set the Gold Standard.</li><li>Conducts Meticulous Inspections of VIP rooms prior to Guests arrival, ensuring a Stunning Presentation and lavishly provisioned Amenities that Surpass Expectations.</li><li> Ensures personalised Recognition for Guests whenever possible, creating a First-in-Class experience that leaves a lasting impression.</li><li>Accompanies VIP Guests to their assigned rooms, providing ‘FIVE-Styled’ descriptions of available facilities, events, offers, and room features.</li><li>Prepares and coordinates the Distribution of Guest Amenities, welcome letters, and handcrafted fruit setups for VIPs, GC, and long-stay guests, infusing each delivery with a touch of Exquisite Luxury.</li><li>Fosters Seamless Communication and synergy between Concierge, Front Office, and Reservations, contributing to a Boundary-Breaking Guest Experience.</li><li>Documents daily activities in the Logbook and actively participates in Daily Operations Briefings, fueling the exciting journey and success of the team.</li><li>Strictly adheres to FIVE’s Health, Safety, and Hygiene Regulations, maintaining a Glamorous and Industry-Leading environment for guests.</li><li>Demonstrates Comprehensive Knowledge of FIVE’s Emergency Procedures, embodying a Next-Level Commitment to Guest Safety and Well-Being.</li><li>Performs additional duties as assigned by the Service Manager, embracing new responsibilities with a ‘Can-Do!’ Attitude.</li><li>Delivers a thorough and seamless Handover at the end of each shift, ensuring a flawless FIVE journey for guests and our esteemed FIVE Tribe.</li></ul><p><br></p><strong><u>Requirements</u></strong><p><br></p><ul><li> What We’re Looking For</li><li>A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.</li><li>Previous experience of 1-2 years in a Luxury Hotel environment is plus.</li><li>Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.</li><li>An elevated and energetic Conversationalist, engaging Guests with lively discussions.</li><li>A welcoming and enthusiastic nature to elevate the ‘Vibe at FIVE.’</li><li> Exceptional organisational skills, and a passion for delivering ‘FIVE-Star’ Guest Experiences.</li><li>Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.</li><li>A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.</li><li>Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with guests, FIVE Tribe Members, and stakeholders.</li><li>Next-Level Organisational and Supervisory skills, effectively leading and inspiring the FIVE Tribe to New Heights.</li><li>Find creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.</li><li> Skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.</li><li>FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.</li><li>Impeccable communication skills, both verbal and written, with fluency in English.</li><li>Candidates who possess fluency in a foreign language, particularly Russian, German, or French, will be given preference.</li><li>A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.</li></ul><p><br></p>Benefits <strong><u>Unmatched ‘FIVER’ Benefits</u></strong><p><br></p><ul><li> Immerse yourself in the dynamic and exhilarating ‘FIVE Vibe,’ where no two days are the same. Discover a work environment that encourages creativity, innovation, and bold ideas. </li><li> Experience rapid career advancement opportunities that allow you to grow and develop within the company. Receive mentorship and guidance from experienced professionals who are invested in your success. Build a fulfilling career path that aligns with your passions and aspirations.</li><li>Enjoy attractive incentive opportunities that recognize your hard work and dedication. Be rewarded for your achievements and contributions to FIVEs success.</li></ul><p><br></p>