Housekeeping Order Taker

Over the past two decades, The First Group has forged a reputation as one of the hospitality industry’s leading innovators, providing groundbreaking investment opportunities to clients and partners, while delivering exceptional, memorable experiences to hotel and leisure guests. Our corporate ethos and unique vision for the future of hospitality is encapsulated in our fast-growing portfolio of award-winning hotels and residences, exciting F&B outlets and lifestyle venues, and delivered through our array of complementary third-party hotel and asset management services.

Core to our vision for the future of hospitality is The First Collection, our award-winning hotel brand that reflects the rich culture, innovative spirit, and unparalleled refinement for which Dubai is famous for.

The First Collection’s urban lifestyle resorts, situated in prime locations across Dubai, are renowned for their unique blend of world-class hospitality and modern flair, as well as their cutting-edge guest facilities and services, which include exclusive access to the stunning Soluna Restaurants and Beach Club, located on the world-famous Palm Jumeirah.

Every hotel in our fast-growing portfolio reflects our ambition to capture the essence of urban living, blending it seamlessly with the tranquillity of a serene getaway. The First Collection echoes the city’s heartbeat, ensuring all our guests are made to feel a part of the magnificent tapestry of Dubai, the world’s most exciting metropolis.

The Housekeeping Order Taker is the central point of contact for all housekeeping-related guest requests and communications. This role involves efficiently managing and coordinating housekeeping requests, ensuring timely and accurate service delivery. The Order Taker is responsible for maintaining communication between guests, the housekeeping team, and other hotel departments.

• Receive, log, and prioritize all housekeeping-related guest requests, such as extra towels, room cleaning, and special amenities, ensuring prompt and accurate service.
• Act as the liaison between guests and the housekeeping team. Relay requests and information clearly and efficiently to housekeeping staff or other relevant departments.
• Maintain accurate logs and records of all housekeeping requests, completed tasks, and follow-up actions. Ensure all entries are updated in the hotel's management system.
• Work closely with the housekeeping team to monitor room status, including rooms that need service or are ready for occupancy. Coordinate with the front desk to manage guest check-ins, check-outs, and room assignments.
• Track the usage of housekeeping supplies and amenities based on guest requests. Notify the housekeeping coordinator or supervisor when stock levels need replenishing.
• Ensure all guest requests are met to the hotel’s quality standards. Follow up with guests to confirm their satisfaction with the service provided.
• Answer all incoming calls promptly and professionally, using the hotel's standard greeting. Provide accurate information and assistance to guests and staff.
• Handle any guest complaints or issues related to housekeeping with a calm and professional demeanor. Escalate unresolved issues to the Housekeeping Supervisor or Manager as needed.
• Assist with other housekeeping duties as needed, including preparing housekeeping carts, delivering amenities, or updating room status in the system.
• Adhere to hotel policies and procedures, including safety, security, and confidentiality standards.

• Previous experience in a hospitality role is preferred.
• Strong communication and interpersonal skills, with the ability to multitask in a fast-paced environment. Proficiency in using hotel management software or similar systems is a plus.
• High level of accuracy in recording information and handling guest requests.
• Ability to handle guest requests and issues with tact and efficiency.
• Flexibility to work various shifts, including weekends and holidays.