Summary
Dorchester Collection is hiring a Guest Relations Agent at The Lana in Dubai. The role focuses on improving the guest experience, creating memorable moments, sharing hotel stories, maintaining guest insights, and managing amenities and gifts. Applicants should have strong customer service, communication, active listening, problem-solving and technology skills, with English fluency and a relevant qualification or hotel school diploma. The employer asks for 2–3 years of experience in a similar capacity at luxury hotels and lists accommodation, transport, insurance and other benefits.
The posting
As published on dorchestercollection.com. Pulled from the employer's site and shown as they wrote it.
Hotel
The Lana
Division & Department
Rooms - Guest Relations
Job Title
Guest Relations Agent
Contract Type
Permanent
Status
Full time
Position Overview
We are not just a collection of hotels, but instead a talented community. A family with a shared passion and commitment to, unapologetically, love and breathe who we are every day. An eclectic grouping who really care about each other and our guests, where belonging transcends all else. We do this with a backdrop of extraordinary hotels, steeped in history, glamour and stories, which provide the perfect stage for our people – our Legends – to live our vision –Treasured by Guests, Cherished by Employees, Celebrated Worldwide.
Diversity and Inclusion at Dorchester Collection are core beliefs of our We Care philosophy. The basis of We Care is to create an environment where all of our employees feel valued and respected, allowing positive engagement to prosper. We continually strive to build and nurture a culture where inclusivity is part of our DNA, reflected by our core values of Passion, Personality, Respect, Working Together and Creativity. When submitting your application, please let us know if you require any special accommodations during the interview process.
We care about your career and are known for having the absolute best people in the industry. When you join us as a Guest Relations Agent you start a unique opportunity to become celebrated as the very best in your field. You’ll learn not only from your fellow Legends, but also through our award-winning learning academy, so that you can achieve the highest standards of craft, service, and leadership and become a legend in your own story.
What you'll get
As a Guest Relations Agent at The Lana, Dorchester Collection Dubai here are just some of the great benefits you will receive:
- Competitive Salary Package
- World-class Development Opportunities
- Complimentary stays with breakfast included in our sister Dorchester Collection hotels.
- 50% off at bars and restaurants within all of our sister Dorchester Collection hotels
- Meals on Duty
- Private Medical Insurance
- Life Insurance
- Flight Allowance every 24 months
- Shared Company Accommodation
- Company provided transportation to and from work
- Uniform provided by the Company with complimentary laundry
- Service Charge
What you'll do
You’ll love what you do and take pride in delighting our guests:
- You will work with the Guest Experience team in driving continuous improvement of our Guest experience, enhancing the hotel service proposition and efficiency of processes as well as driving key hotel projects in support of our strategic priorities and business goals.
- You will greatly contribute to the processes and activities that create and promote the Dorchester Collection culture, values and bring the Company Philosophy “We Care” to life ensuring our employees and guests receive nothing but the best experience.
- You will preserve the legendary status of our hotels. Seeking content and sharing stories to create legendary moments. Looking for opportunities to create special experiences across the guest journey.
- You will own story telling and communicate legendary stories to key stakeholders within the property, DC and across hotels.
- You will maintain a long term and detailed view of our guests to enable us to truly know and understand them. Provides key stakeholders clues to create real connections. Turns insights into experiences.
- Support the creative planner in setting up plans and to manage in house market mix by creating proper concepts and experiences.
- You will own amenities & gifts inventory and take actions to recognize the guest via any channel (i.e., social media).
- You will act as host/hostess, providing a warm welcome and directions to our guests.
- Our values of Passion, Personality, Respect, Working Together and Creativity guide us each and every day. As a Guest Relations Agent, you’ll have the opportunity to bring these to life and continue to create our legacy.
The items shared are the essence of a day in the life of a Guest Relations Agent, but we’ll make sure you are provided with specifics on how we care for our hotel.
What you'll bring
- You’ll bring your unique personality, creativity and passion to the role and the team.
- Customer service drive with outstanding communication and active listening skills. Excellent problem-solving and multitasking skills. Relationship driven. Excellent knowledge of the use of technology.
- Communication is what keeps our departments running perfectly. You have great communication skills with a strong customer service and business ethic.
- English is the primary language used in our hotel. You can comfortably communicate in this language.
- You will have a relevant professional qualifications or hotel school diploma and bring wealth of past experience working in similar capacity for luxury hotels for at least 2-3 years.
- Proven previous experience in a similar or in a relevant role in customer service is an advantage.
Job Location
United Arab Emirates
Location
Dubai