2.1 Welcomes and acknowledges every guest at Rixos Premium Dubai with a warm smile, appropriate eye contact, and a friendly verbal greeting, using the guest’s name whenever possible.
2.2 Expresses genuine appreciation to guests and ensures a warm, courteous, and memorable farewell upon their departure.
2.3 Proactively handles all guest requests, concerns, problems, and needs, providing timely and effective solutions with a strong focus on guest satisfaction and the high service standards of Rixos Premium Dubai.
2.4 Maintains a clean, hygienic, professional, and well-groomed appearance at all times, ensuring that the uniform and name tag are clean and worn in accordance with the hotel’s policies and procedures.
2.5 Listens attentively and empathetically to guests in order to understand their needs and expectations, responding appropriately and handling complaints professionally while maintaining a guest-oriented approach.
2.6 Works closely and effectively with all hotel departments to ensure smooth coordination, communication, and timely sharing of information necessary to meet guest requirements.
2.7 Follows established VIP procedures and ensures that VIP guests receive personalized and attentive service, including a warm welcome and appropriate farewell.
2.8 Continuously observes guest satisfaction, engagement, and the overall atmosphere throughout hotel activities and public areas, providing relevant feedback to the Guest Relations Supervisor.
2.9 Reviews and responds appropriately to guest inquiry forms, written suggestions, feedback, complaints, and other correspondence, ensuring that matters are followed up and addressed in a timely manner.
2.10 Participates actively in training programs, departmental meetings, briefings, and internal communication sessions to continuously improve service knowledge, skills, and operational performance.