Guest Experience Coordinator - GHA

Job Description

We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

The Guest Experience Coordinator – GHA serves as the primary liaison for Rotana Discovery members, ensuring exceptional service delivery and personalized experiences that reflect the brand standards of excellence. The role focuses on recognizing loyal guests, managing membership-related queries, and driving engagement in the Rotana Discovery program to enhance guest satisfaction and loyalty, whereby your role will include key responsibilities such as-

Guest Engagement & Recognition-

• Welcome and acknowledge all Rotana Discovery members, ensuring personalized and seamless check-in/check-out experiences.
• Maintain up-to-date knowledge of guest preferences and profiles to ensure consistent recognition and service delivery.
• Ensure all eligible guests receive their tier-related benefits as per Rotana Discovery standards.
• Handle VIP and repeat guest arrivals, coordinating with related departments for smooth and memorable experiences.
• Assist guests by handling their requests promptly and responding to their emails and inquiries in a courteous and professional manner.
• Support the Guest Services team with room allocation to ensure smooth operations and efficient guest arrivals.
• Assist guests in booking experiences and local offers available through the hotel and within the city.
• Inspect Rotana Discovery members’ rooms prior to arrival, ensuring that all Jana requisitions and required collaterals are prepared and placed accordingly.
  
  

Program Management-

• Promote and explain the Rotana Discovery loyalty program to guests, ensuring maximum enrollments and member engagement.
• Verify the accuracy of member profiles, tier status, and points or nights balance, assisting with any inquiries or issues.
• Monitor and report on member enrollments, tier upgrades, and overall program performance to the Front Office Management.
• Coordinate with Rotana Discovery’s support channels and the hotel’s Revenue and Marketing teams on loyalty-related updates and initiatives.
  
  

Service Excellence-

• Act as the Representative of Rotana Discovery, consistently exceeding guest expectations.
• Ensure all colleagues are aware of Rotana Discovery standards, benefits, and updates through regular briefings and training with the support of hotel Champion.
• Manage guest feedback and promptly resolve member-related complaints or concerns.
• Follow up with guests post-stay to maintain relationships and encourage return visits.
  
  

Operational Support-

• Ensure all Rotana Discovery related procedures and reports are completed accurately on time.
• Liaise with all related departments ( Reservations, Housekeeping, Recreation & F&B) to ensure all member benefits are delivered flawlessly.
• Support the Front Office team during peak periods and assist with check-ins/check-outs as needed.
• Know all the emergency procedures and general crisis situation management, including fire and emergency procedures, procedures of handling of Fire Panel, ensuring guest and colleagues safety is followed by all team members
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment
• Comply with the hotel environmental, health and safety policies and procedures
  
  

Skills

Education, Qualifications & Experiences

You should ideally have a degree in the hospitality field with previous experiences in the Front Office Department within a hotel. You must also have fluency in both written and spoken English and an immaculate personal presentation along with the ability to solve problems effectively. Computer literate and knowledge of Opera will be highly regarded.

Knowledge & Competencies

The ideal candidate will be well versed in Guest Relations and Executive Club operations with excellent presentation and communication skills as well as a high aptitude for customer care. You are an extremely proactive and ‘switched on’ person with an outgoing, charismatic and approachable character. You should work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies-

Understanding Hotel Operations

Effective Communication

Planning for Business

Supervising People

Understanding Differences

Supervising Operations

Teamwork

Adaptability

Customer Focus

Drive for Results

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