Guest Service Officer (Call Centre)

Job description

Company Description

The iconic  Queen Elizabeth II (QE2)  is a historic gem and the only floating hotel in Dubai. The hotel features 447 distinctive rooms. A one-of-a-kind entertainment destination, rich in history where the past is relived in the luxury of today. Guest experience is a true British heritage and history with a visit to one of the world's most celebrated ocean liners, now permanently docked in the new marina at Dubai's Port Rashid in the UAE. 

Job Description

·  Consistently offer professional, friendly and engaging service.
·  Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
·  Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
·  Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
·  Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
·  Answer all incoming IRD (In-Room Dining) calls promptly and courteously, following hotel telephone etiquette and service standards.
·  Take accurate F&B orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences.
·  Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution.
·  Maintain information confidentiality.
·  Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
·  Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
·  Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
·  Maintaining the communication with the guests regarding the lost & found items.
·  Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
·  Promotes and leads a service driven, results driven work environment.
·  Follow department policies, procedures and service standards.
·  Follow all safety policies and promotes a safe work environment.
·  Other duties as assigned.

Qualifications

Good communication skills

0-2 years of experience in a similar role