Team Leader, Guest Services

Team Leader, Guest Services (19074)

Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination. Bab Al Shams Desert Resort, part of Rare Finds, offers authentic, captivating experiences set against Dubai’s dunes and culture. The role is to provide warm welcome and proactive guest service, ensuring quality, courteous, and consistent service for all guests and visitors.

To carry out all day-to-day guest service tasks and to provide all our guests and visitors with a warm welcome and assistance while ensuring efficient, prompt, courteous, and proactive service.

• Adhere to the department’s Standard Operating Procedures at all times.
• Be aware of the departmental fire evacuation procedures.
• Work with Front Office and hotel staff and cooperate with other sections and hotel departments.
• Respond to feedback from guests or comment cards and share ideas to address service shortfalls.
• Attend pre-shift and post-shift briefings; be aware of information communicated, VIP guests, promotions, and room rates.
• Monitor local market competition and industry trends; suggest applicable improvements for the hotel.
• Review reservations, transportation requests, and room allocations daily; communicate special requests to other departments as applicable and necessary.
• Be innovative and investigate new ideas or services for guests.
• Handle guest complaints and incidents professionally; document properly and inform the Front Office Manager of all issues.
• Ensure guest services materials, areas, signage, and vehicles are maintained; report faults and safety concerns to appropriate departments.
• Work safely and comply with UAE laws and regulations.
• Adhere to the hotel’s credit policy at all times.
• Promote incentive programs and guest questionnaires; seek general guest feedback.
• Interact with guests and colleagues in a courteous, friendly, open, and honest manner.
• Maintain awareness of hotel policies, procedures, and government rules; liaise with police and local authorities as needed.
• Maintain a professional appearance and wear the correct uniform and name badge.
• Attend departmental meetings and hotel training as needed.
• Carry out shifts/tasks and perform other duties as assigned by Management.
• Stay aware of hotel, city, and regional activities to provide up-to-date information to guests.
• Maintain key control and liaise with Security on guest-room security matters.
• Aim to increase occupancy, average room rate, and uptake of hotel services.
• Be familiar with hotel services and outlet opening/closing times; coordinate with Front Office sections for seamless service.
• Inform guests of all hotel services and stay conditions.
• Listen to guests and resolve questions and issues in a guest-focused manner.
• Adhere to preset availability and rate controls; record any refused business (turn-aways).
• Protect customer and employee information at all times.
• Maximize revenue through up-selling and charging for services as applicable.
• Maintain VIP, LSG, and regular guest profiles in the PMS; keep guest preferences up-to-date.
• Assist with group and VIP arrivals and stays, coordinating with Reception and other departments for smooth experiences.
• Ensure VIP amenities and guest services information are well stocked, organized, and secure when not in use.
• Provide information to VIP and Suite guests during arrival, stay, and departure.
• Anticipate guest needs and act proactively to deliver exceptional experiences.
• Oversee lobby areas and assist guests with inquiries; keep lobby areas clean and in good working order.

• Minimum High School Graduate
• Hotel Management degree or Front Office operations certification
• 2 years in a similar position in a five-star hotel
• Strong customer service orientation
• Highly organized and proactive
• Initiative and Commitment to Achieve
• Effective communication
• Attention to detail
• Problem solving and decision making
• Leadership skills
• Customer-focused
• Teamwork
• Interpersonal skills

Join a team that is warm, caring, connected and empowered to create truly unique experiences. We strive to wow guests and create memories that last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver amazing experiences and everlasting memories.