Guest Experience Coordinator

Job Overview

We are looking for enthusiastic and dynamic Front Office professionals committed to delivering exceptional customer service and innovative guest solutions. This role is based at Al Bandar Rotana & Al Bandar Arjaan by Rotana in Dubai.

Key Responsibilities

• Ensure seamless communication among departments to facilitate smooth service delivery.
• Respond swiftly and courteously to guest inquiries and resolve any complaints efficiently.
• Maintain strong collaboration with Front Office team members, especially Guest Services and Front Desk colleagues.
• Guarantee guests receive the accommodations they expect.
• Work closely with Front Office managers and supervisors to oversee smooth daily operations.
• Coordinate with all operational departments to communicate guest needs effectively.
• Professionally handle guest inquiries directed to the role.
• Ensure rooms are pre-assigned or available for guests upon arrival.
• Keep updated on group bookings regarding arrivals, stays, and departures and share this information with relevant departments.
• Prepare guest billing before departure to prevent delays or errors.
• Maintain control over room assignments and revenue management.
• Adhere to company and governmental accounting and auditing procedures, verifying audits and registration cards before forwarding to accounts.
• Support the Guest Service team in the lobby when needed.
• Follow emergency protocols including fire and crisis management to ensure safety of guests and staff.
• Operate in compliance with health, safety, and environmental policies, safeguarding all stakeholders and the environment.

Qualifications and Experience

• Degree in hospitality or related field preferred.
• Previous experience in Front Office within a hotel setting is essential.
• Fluent in written and spoken English with impeccable personal grooming.
• Proficient computer skills; familiarity with Opera system considered an advantage.

Skills and Competencies

• Strong understanding of hotel operations and executive club functions.
• Excellent communication and presentation abilities.
• Customer-focused with high problem-solving aptitude.
• Proactive, outgoing, charismatic, and approachable demeanor.
• Capable of thriving under pressure in fast-paced and multicultural environments.
• Team player with adaptability, effective business planning, supervision skills, and cultural sensitivity.