Our Ability Jobs

About Jumeirah & the Hotel

For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality with its unwavering Stay Different™ brand promise. Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, and employs over 9,000 colleagues, representing over 120 nationalities. As Jumeirah continues to expand its global portfolio and scale up its operations to the next level of growth, we remain fully committed to developing and empowering our colleagues to excel in world-class environments.

Jumeirah is committed to embedding equality, diversity and inclusion in all its practices, embracing a culture that celebrates diversity.

Madinat Jumeirah, Jumeirah Group’s mega-resort is home to four ultra-luxurious hotels – Jumeirah Al Naseem, Jumeirah Al Qasr, Jumeirah Mina A’Salam and Jumeirah Dar Al Masyaf – all nestled within 3km of picturesque waterways connected by traditional abras. The mega resort boasts 2km of pristine beach, the award-winning Talise Spa and state-of-the-art fitness and leisure facilities, as well as exclusive accommodations ranging from penthouses and suites to private summerhouse experiences with unrivalled benefits including a leading conference and banqueting centre. Madinat Jumeirah is also home to over 50 world-class restaurants and bars, as well as a traditional souk featuring Arabian shopping stands, barrows and stalls with a blend of boutique brands, souvenir gift shops, and luxury fashion and jewelry outlets.

About the Job:

An opportunity has arisen for a Senior Guest Service Executive to join our Telecommunications team at Madinat Jumeirah Resort.

The main responsibilities are:

• Answer all internal and external calls according to a set of standards and connect them to the right extension/guest rooms as requested in prompt and professional manner.

• Record wake up calls as requested by guests, and ensure the wake calls have been given on time and the log sheet is filled.

• Answer emergency calls and follow the departmental emergency procedures.

• Answer general guest enquiries about the hotel and facilities, daily events and functions taking place.

• Maintaining a professional tone of voice while communicating with guests, callers and colleagues.

• Answer guest messages on Jumeirah chat application “E-Butler”

• Email the Frequency Report, Service Order Detailed Report, Total Calls, Updating the Medallia Report in opera cloud on daily basis to the Director of Rooms and to the Front Office manager

• Indorse all guest requests into HotSOS

• Ensure a smooth hand over during change of shifts

• Ensure that all requests are handled in a timely manner and to follow up with the guest ensuring satisfaction in service provided

• Adhere to the departmental Standard Operating Procedures.

Requirements:

• Minimum 1-2 years of experience in the same capacity or a similar position in a customer service / call center orientated organization.

• Experience in handling guests/customers’ requests over the phone.

• Efficient in MS office Word, Excel and Power Point.

• Good communication skills in English. Should be able to compose written communication with various service providers both internal and external guests.

• Arabic language preferred.

About Benefits:

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package, flights home, life insurance, functional incentives and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.