RC RAK, Al Wadi Equestrian Coordinator

POSITION SUMMARY

 

Reporting to the Equestrian Manager, this role is the first point of contact for guests and visitors. This role assists the Equestrian Manager to ensure compliance of set standards and procedures to protect the guest and all equestrian parties. The role enhances the guest experience whilst achieving department KPI’s. The post-holder must ensure that calls and guest communication is answered in a timely manner providing accurate information regarding the department and the department services, scheduling options and billing process. The post holder must also be able to make outbound calls to follow up with guests and suppliers. The post holder must be able to provide accurate and appropriate verbal and written information including answering queries about services provided and internal coordination. This role works closely with the Equestrian Manager providing them administrative support for all matters pertaining to the Equestrian Operation as well as the procurement of Equestrian supplies.

 

Calls & Admin 

• Answers telephone enquires promptly, efficient and politely to support the guest query whether it is to learn about Equestrian services or to schedule an appointment. 
• Ensures guest safety by responding appropriately and in a timely fashion with regards to their concerns including following set standards and procedures. 
• Makes outbound calls to guests to confirm appointments for the following day/week. 
• Makes outbound calls to guests to re-schedule appointments, if required following any changes in staff schedules. 
• All Administrative duties to fulfil the role and assist the Equestrian Manager with the smooth operation of the department. 

Scheduling 

• Provides scheduling options for guests based on request or initial assessment of ideal guest service pathway. 
• Schedules appointments and coordinates with Equestrian staff to ensure accurate booking of guest with a suitable activity and service provider. 
• Ensures all appointments are re-confirmed in advance with the outcome recorded in the Electronic Record System. 

Guest Experience 

• Undertakes daily administrative duties as required within the Equestrian Department to ensure the efficiency of service flow. 
• Addresses any concerns or guest complaints, escalating to the Equestrian manager, as required. 
• Provides a high standard of guest support services with attention to detail for service delivery experience 

Billing/Insurance 

• Advises financial information to guests as needed to keep them duly informed of service costs. 
• Responds as appropriates to enquiries from guests and third-party payers regarding services and billings and support the resolution of related problems. 
• Acquires and verifies payment and/or authorization for financial cover of guest activity at the time of making appointments. 
• Performs billing and verification of charges in an accurate manner and undertakes preparation of daily summary of all transactions as well as cash flow, ensuring proper handover to Finance daily. 

Reception 

• Provides a courteous and timely welcome for guests and visitors to the Equestrian Centre and handles all guests and their families with care and respect. 
• Ensures that reception desk and waiting areas are always maintained in a presentable manner and that the reception area presents a professional and caring image. 
• Provides an efficient registration or pre-registration service, ensuring that the minimum data requirement is verified and entered at the time of attendance. 
• Checks for missing information on registration forms, obtain necessary dates and signatures, completes release/consent forms as required 
• Ensures that any deliveries to the Equestrian are delivered at the appropriate times. 

 
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

 
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

 
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.