Job Description
An Exhilarating Opportunity
Are you ready to be part of our Trailblazing FIVE Tribe that's setting the Gold Standard in Revenue and Reservation? FIVE Hotels and Resorts is seeking a bold and innovative individual who's passionate about creating unforgettable, Next-Level experiences for our guests and other ‘FIVERs’. Famed for its high-energy lifestyle, entertainment, and culinary offerings, FIVE is the epitome of daring glamour, and includes these famous luxury lifestyle destinations:
Dubbed the hottest hotel in Dubai, the dare-to-be-different FIVE Palm Jumeirah is home to award-winning restaurants, bars, and Dubai’s #1 rooftop club.$ads={1}
-
An uber-chic hotel capturing the excitement of new Dubai, FIVE Jumeirah Village is the world's most-reviewed hotel on Booking.com. With 269 private pools and jacuzzies, the hotel promises an exclusive chic penthouse lifestyle.
-
Switzerland’s ultimate entertainment hotspot, FIVE Zurich’s luxury lifestyle award-winning restaurants, rooftop club and buzzing pool are centered around FIVE’s hallmark musical stylings.
- Ready to launch in Q4 of 2023, FIVE LUXE is a prime beach property in Jumeirah Beach Residence. Embodying the unique ‘Vibe at FIVE,’ it will offer ultra-luxe, eco-conscious residences for luxury aficionados.
The Team
‘FIVERs’ are cultured yet chic, confident yet self-effacing, and work hard to play even harder. As a FIVE Tribe Member, you'll personify the distinct 'FIVE-Styled Vibe' and use it to create Insta-Perfect experiences for our guests that keeps them coming back for more. If you dream of being surrounded by like-minded individuals who share your passion for delivering unforgettable moments that last a lifetime – then look no further.
The Candidate
Your outstanding communication, leadership and organisational skills enable you to be a natural self-starter. You're a creative and critical thinker that implements hand-crafted solutions, which set new standards of excellence. You have an eye for detail and execute tasks with precision and finesse. Your outgoing and approachable nature enables you to connect with other ‘FIVERs’ and key stakeholders, ensuring their Journey at FIVE is nothing short of sensational.
So, have the best time ever by joining our Revenue and Reservation Team as Guest Service Centre Agent to deliver exceptional experiences across our award-winning lifestyle destinations. Jump on board and unleash your potential in an exciting and buzzing environment that will take your career to new heights!
Sustainable Indulgence at FIVE
FIVE is a leader in sustainable luxury living and hospitality. The company's science-meets-styled Sustainable Indulgence at FIVE philosophy has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings. FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4's BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification. These achievements highlight FIVE’s comprehensive and committed scope of sustainability strategy permeating operations, governance and community.
An Equal Opportunity Employer
The FIVE Tribe represents over 70 nationalities across its over 1500 employees. FIVE is committed to hiring a diverse and inclusive workforce as an equal-opportunity employer. Accordingly, FIVE does not discriminate based on disability, race, age, sex, gender, sexual orientation, ethnicity, religion or belief, nationality, marital status, or any other basis protected under national or local laws. Ranked 10th on the Great Workplaces in the UAE 2023 list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a family bonded by common values and goals, celebrating people, culture and diversity.
Key Responsibilities
Acts as the Initial Touch Point for Guests, promptly and professionally handling inbound calls and online chat inquiries with ‘FIVE-Styled’ Flair.
-
Ensures Seamless Availability and efficient Execution of Services at the Service Centre, maintaining a Next-Level Standard of luxury and sophistication.
-
Safeguards utmost confidentiality, Protecting Guest Information with care and discretion.
-
Promptly answers telephone calls, greeting callers with an energetic, friendly, and courteous tone, reflecting the Award-Winning ‘Vibe at FIVE.’
-
Skillfully transcribes messages, repeating information for accuracy, utilising computer systems to curate Flawless Communication and deliver messages to Guests.
-
Manages Seamless Coordination as a Proactive Dispatcher, connecting Security, Guest Services, and other FIVE Tribe Members with precision.
-
Updates Service Requests and Work Orders, and dispatches them to the appropriate Departments, showcasing a boundary-breaking approach to Task Management.
-
Maintains accurate Reports to elevate FIVE’s Daily Operations with meticulous attention to detail.
-
Demonstrates Responsible utilisation of systems, including FIVE’s PMS, telephone system, and more, setting New Standards for Efficiency.
-
Responds to emergencies, Guest requests and conducts diligent follow-ups to ensure a ‘FIVE-Star’ experience for Guests.
-
Attends to Wake-Up Call Requests with a touch of personalisation, delivering accurate and prompt wake-up calls.
-
Provides detailed information to callers about guestrooms, facilities, operating hours, and exciting Food and Beverage promotions, elevating the Guest Experience with every interaction.
-
Remains composed and professional during Emergency Situations, managing calls with a calm and courteous demeanor, and following Established Procedures.
-
Adheres to SOPs and Service Standards, executing duties with a Sensational Flair and ensuring adherence to Safety Policies.
-
Resolves Customer Concerns with finesse, striving for successful resolutions on the first interaction.
-
Collaborates with the FIVE Tribe, embracing a culture of Continuous Improvement and Shared Success.
-
Executes Administrative Tasks in a timely manner, documents customer interactions and ensures records are always updated.
-
Strictly adheres to comprehensive Health, Safety, and Hygiene Procedures, ensuring a safe environment for all.
-
Demonstrates awareness of Emergency and Evacuation Protocols, maintaining composure and confidence in critical situations.
-
Actively participates in Daily Department Briefings with an unwavering commitment to excellence.
-
Engages enthusiastically in training sessions to become a Next-Level FIVE Tribe Member.
- Embraces flexibility, undertaking Additional Duties and Redeployment as needed, exemplifying the unmatched dedication of a ‘FIVER’ in exceeding Guest expectations and meeting business demands.
Requirements
What We’re Looking For
A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
-
Previous experience of 1-2 years in a Luxury Hotel environment is plus.
-
Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
-
An elevated and energetic Conversationalist, engaging Guests with lively discussions.
-
A welcoming and enthusiastic nature to elevate the ‘Vibe at FIVE.’
-
Exceptional organisational skills, and a passion for delivering ‘FIVE-Star’ Guest Experiences.
-
Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
-
A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
-
Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with guests, FIVE Tribe Members, and stakeholders.
-
Next-Level Organisational and Supervisory skills, effectively leading and inspiring the FIVE Tribe to New Heights.
-
Find creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
-
Skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
-
‘FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
-
Impeccable communication skills, both verbal and written, with fluency in English.
- A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
Benefits
Unmatched ‘FIVER’ Benefits
Immerse yourself in the dynamic and exhilarating ‘FIVE Vibe,’ where no two days are the same. Discover a work environment that encourages creativity, innovation, and bold ideas.
- Experience rapid career advancement opportunities that allow you to grow and develop within the company. Receive mentorship and guidance from experienced professionals who are invested in your success. Build a fulfilling career path that aligns with your passions and aspirations.
- Enjoy attractive incentive opportunities that recognise your hard work and dedication. Be rewarded for your achievements and contributions to FIVE's success.
Department Name
Industry
Work Experience
City
State/Province
Country
Zip/Postal Code
