Job description

Front Office Agent, One and Only One Za'abeel 
(20034)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Behold the dawn of a new, all-encompassing resort experience in Dubai – One&Only One Za’abeel. A vibrant hub for business, a magnetic stage for entertainment, and a haven for inner-city wellness, this new Dubai resort will be more than a trailblazing icon of the skyline, and it will be an utterly unrivalled urban oasis. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About The Role

The Front Office Agent at One&Only One Za’abeel will contribute to creating joy and memorable moments for guests through anticipation, creativity, precision, empathy, and warmth, tailoring every aspect of their stay to exceed their expectations. They welcome guests, handle inquiries and departures, and respond promptly to guest needs. They handle payments, maintain accurate records, coordinate with other departments, and ensure compliance with policies and standards. They must aim by serving from the heart, caring for guests and colleagues, maintaining a high standard of service.  

Key Duties and Responsibilities 

• Welcome arriving and departing guests in a warm and caring manner. 

• Upon guest arrival, register guests and assign rooms.  

• Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers. 

• Handle cashier’s transactions such as posting charges to guests and exchanging foreign currency according to the procedures. 

• Liaise and coordinate with various departments to ensure all information on guests is accurate such as rate, room type, billing, guest requests and oversee that guest’s specific requirements are addressed in an efficient manner. 

• Allocate rooms to expected arrivals after checking the Guests preferences and special requests. 

• Actively manage and record guest preferences and communicate to relative departments making sure they are followed up on and inserted in the appropriate systems (ALICE, SAGA, Opera etc.) 

• Deliver brand promise “We create Joy,” through guest preferences acknowledgement, personalization, and attention to details. 

• Maintain effective communication channels between each guest and relative departments to ensure guests are well informed and attended. Communication channels include personally and digitally using tools such as company smartphones (e.g. GMH and WhatsApp Business). 

• In the event of any guest incidents / inconveniences, attempt to solve each issue and escalate to management when necessary. All guest issues, incidents, and feedback is logged on ALICE within the same day of occurrence. 

• Ensure compliance with the LQA/Forbes Standards. 

• Being brand ambassador in creating amazing experiences and everlasting memories for the guests. 

• Ensure full knowledge of guest information regarding the property, the location, local culture, arts, nature, people, what is happening in the area etc. 
• Ensure that all internal and local rules, policies, and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. 

About You 

• High school diploma or equivalent; bachelor's degree in hospitality management, business administration, or a related field. 

• 1 year of experience in a front office or guest services role, preferably in a luxury hotel. 

• Strong leadership and organizational skills, with the ability to effectively manage a team and prioritize tasks. 

• Excellent communication and interpersonal skills, with the ability to interact with Guests and staff at all levels. 

• Excellent organizational skills, with the ability to manage multiple priorities and meet deadlines. 

• Proficiency in Opera PMS. 

• Proficiency in English (oral and written), additional language would be a plus. 

• Knowledge of hotel reservation systems, cash handling procedures, and Microsoft Office applications. 

• Ability to work flexible hours, including weekends and holidays. 

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.