Lobby Hostess

Responsibilities:

• Have a very good understanding of the hotel’s concept and offerings including promotions and be able to verbally explain those to the guests.
• Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered, communicated and met.
• Offer Consistently professional, friendly, warm and engaging service.
• Welcome and escort patrons with the overall objective to delight and satisfy each and every guest and if needed she/he will assist and reasonably escort and direct the patron to other destinations within the hotel.
• Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the Front Office Manager.
• To bid friendly farewell to guests and sincerely thank them for their visit.
• Maintain effective communication with all related departments to ensure a smooth service delivery
• Ensure that the uniform provided is kept clean, presentable and in good condition, ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests.
• Deal promptly, efficiently and pleasantly with any queries
• Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication.
• Be committed to be a team player; proactively cooperating and supporting colleagues in operational tasks if required.
• Ensure that Mandarin Oriental Jumeira’s grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
• Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest.
• Report critical situations, such as intoxicated guests or aggressive behaviour to managers or security immediately.
• Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.
• Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.
• Create WOW moments to surprise and delight guests in the outlets through gestures and other actions.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Proactively gather and record guest’s preference to superiors and act upon them whenever known and maintain the database.

Skills & Qualifications

• High School qualification or equivalent is preferred.
• Minimum 2 years’ experience working as a Lobby Hostess in a luxury hotel environment.
• Ability to understand guest needs and to deliver superior customer service.
• Ability to work long hours with a strong focus on operational excellence.
• Ability to understand the flow of service and handle multiple tasks effectively is preferred.
• Ability to understand effective approaches of communication with different individuals.
• Able to communicate clearly with peers and superiors.
• Very good verbal and written communication skills in English.
• Verbal communication skills in Arabic or Russian are preferred.