United Projects for Aviation Services Co. (UPAC) is seeking a dynamic and proactive Receptionist  / Call Centre Attendant  for its new Messila Project. The ideal candidate for this position should excel in customer service, manage multiple tasks, and possess strong communication skills. They should be able to handle reservations and booking systems efficiently, provide accurate information to guests, and ensure a welcoming atmosphere for families and kids. As the first point of contact for visitors and callers to the Messsila Project, the Receptionist / Call Centre Attendant will manage incoming calls, answer WhatsApp inquiries and social media messages, guide visitors, and provide excellent customer service.

Duties and Responsibilities

Guest Relations:

• Greet guests warmly and ensure a friendly and welcoming atmosphere at the reception area.
• Provide information about the entertainment facility, its amenities, and water activities, addressing inquiries and assisting with reservations or bookings.

Reservation Management:

• Manage reservations, including booking activities, event reservations, catering, and other services offered by the facility.
• Maintain accurate records of reservations, ensuring all guest information and preferences are documented and communicated effectively.

Administrative Support:

• Answer phone calls, emails, and inquiries promptly and professionally, directing them to the appropriate departments or staff members.
• Assist in maintaining office supplies inventory, preparing correspondence, and handling basic administrative tasks as needed.

Customer Service Excellence:

• Handle guests’ complaints or concerns courteously and efficiently, seeking resolutions to ensure guest satisfaction.
• Monitor guest feedback and reviews, actively addressing any issues and relaying positive feedback to management.
• Obtain customer feedback using the customer feedback forms / electronic surveys from each visitor/family.

Collaboration and Communication:

• Coordinate with various departments, including housekeeping, maintenance, and entertainment teams, to ensure smooth guest transitions and seamless service delivery.
• Communicate effectively with colleagues to relay guest requests, special instructions, or other requirements.

Safety and Security Awareness:

• Ensure that all guests are aware of the facility security procedures and emergency protocols, taking appropriate actions in case of emergencies or safety incidents.
•  Ensure adherence to health and safety guidelines for guests and staff within the reception area.
• To adhere to the UPAC’s policies and procedures and to be accountable for following and implementing the Quality, Health, Safety, and Environmental international standards (QHSE) which are related to ISO 9001, 14001, and 45001.
• S/he shall be accountable for HSE activities related to his/her workplace.
• S/he Shall ensure to follow HSE-related legal compliance.

Skills

• Bachelor's Degree in Business Administration or equivalent
• Additional certification in hospitality or customer service is a plus.
• Minimum 3-5 years of proven experience as a Receptionist or in a customer service role, preferably in a hospitality or entertainment environment.
• Ability to speak in Arabic & English
• Excellent interpersonal and communication skills, with a friendly and professional demeanor.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Office suite
• Experience with booking systems or reservation software.
• Ability to remain calm and composed under pressure, with a problem-solving attitude.
• Adhere to UPAC Code of Conduct
• Understanding of Health & Safety in the workplace.
• Is responsible and accountable for their own actions and promotes a good team working environment.
• Transparency - openly shares information and maintains good practice appropriately.
• Mutual respect – treats others with courtesy and respect at all times.