Executive Lounge Manager

Department: Rooms Division, Front Office & Guest Services

Location: United Arab Emirates - Dubai

Description

The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards.

At all times, they must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

Key Responsibilities

• Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards.
• Ensure that LQA results are above 85%.
• Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers. Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice.
• Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float.
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints.
• Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests.
• Keep informed of product and service knowledge as well as the hotel daily and meeting activities.
• Possess a working knowledge of the room reservation procedures.
• Maintain the neatness of their working area.
  
  

Skills, Knowledge and Expertise

• To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
• People Oriented
• Passionate for European luxury
• Situational Awareness
• Straightforward
• Adaptability/Flexibility
• Concern for Quality
• Results Oriented
• Ability to work and communicate in a multinational environment:
• English – excellent oral and written skills
• Additional language - beneficial
• Computer literate in Microsoft Window applications
• Computer literate in Microsoft Window applications
  
  

About Kempinksi

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please and educated to entertain. We never compromise on the European elegance of service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.

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