Front Office – Guest Experience Coordinator at Johari Rotana | March 2024

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.

As a Guest Experience Coordinator, you are responsible to facilitate the guests arrival and departure by streamlining the operation and communication within the Front Office and other departments, ensuring every guest stay will become a memorable experience.

General Duties and Responsibilities:

• Maintain effective communication with all related departments to ensure a smooth service delivery.
• Deal promptly, efficiently and pleasantly with any queries and resolve guest complaints that may arise.

•   Maintain good working relationship with all Front Office colleagues with particular emphasis on Guest Services and Front Desk
•     Ensure that the guest receive the accommodation he / she is expecting.
•      Coordinate with all Managers and Supervisors of Front Office to ensure that daily Front Office operations run smoothly.
•     Coordinate with all other operational departments to ensure all requirements are communicated effectively and efficiently.
•    Attend to all guest inquires, that are directed to them, in a professional and helpful manner.
•    Ensure all arriving guests rooms are either assigned prior to arrival or are sufficiently available for the Front Desk to allocate upon arrival.
•    Maintain an up to date knowledge of all groups in terms of arrival, stay and departure requirements and communicate this with the department.
•     Ensure all guest billing is prepared prior to departure to avoid any delays or discrepancies.
•    Ensure that rooms control, and room revenue controls are in place.

• Ensure all accounting auditing practices are in line with company practices and governmental requirements, check audits and registration cards before sending them to accounts.

•      Assist the Guest Service team in the lobby when required.

• 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