May 19, 2017
Property Description: Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury. Home to the world’s tallest building, the largest shopping mall, the iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai, it is a place for those who seek the best the world has to offer. The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region’s most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world’s most discerning travelers. Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai’s Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city. The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience. Qualifications JOB SUMMARY Focuses on delivering exceptionally personalized experience for JW Executive Lounge guests and Marriott Rewards Gold & Platinum Guests. Responsible for pre-arrival communication with Executive Lounge Guests and arranging for all guest requests and preferences. Process all Executive Lounge guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications. Assists with food & beverage service and set-up in the Executive Lounge. Facilitates on the job training for new Guest Relations Agents – Executive Lounge. SCOPE / BUSINESS CONTEXT A Full Time position based at JW Marriott Marquis Dubai. Number of Direct Reports – 10+ Titles of Direct Reports – Executive Lounge Agents, Executive Lounge Attendants CANDIDATE PROFILE Experience: Customer services/contact. Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential Previous experience in F&B restaurant operations is preferred. Skills and Knowledge Communication skills MS Office, English language (written and spoken) Strong Communication skills (verbal, listening, writing) Innovative, Pro-active and reliable MICROS, OPERA, Guestware, Microsoft Office, FCS or telephone software and other related operating systems Flexible and ability to work around the clock Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette Deliver trainings Education or Certification Good level of English essential, Arabic language is an advantage High School, Diploma, Degree education or equivalent required SPECIFIC DUTIES The following are specific responsibilities and contributions critical to the successful performance of the position: Ensure all relevant SOP’s are adhered to, to ensure consistent levels of services are maintained at all times. To be a champion of GuestVoice key drivers: “Staff anticipated guest needs” and “problem was resolved on first contact”. To be a part of the campaign to collect as many GuestVoice as possible, without going against the GuestVoice SOP. Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time. To have knowledge of hotel rates, packages, discounts and vouchers. To have knowledge of room types and locations within the hotel. To ensure that all Guests receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities. Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager. To ensure that a good relationship is kept between all other departments. Perform any reasonable request as directed by management. Ensure the cleanliness and neatness of Executive Lounge area. Man the guest relations desk in the executive lounge. Prepare VIP arrival reports and share those with the hotel staff. Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge). Hand over any relevant information with necessary departments and associates. To have full knowledge of Guestware and to use information daily for follow up. Attend daily/weekly/monthly departmental meetings and contribute with the acquired knowledge. Conduct daily courtesy/departure calls. Escort guests to their rooms whilst promoting the hotel and following all necessary procedures. Play and active role in the implementation of new procedures and services. Conduct room inspections and coordinate your findings with the necessary departments. To take over the tasks of the Executive Lounge Supervisor in absentia (including but not limited to GuestVoice Weekly Reports, attendance of the Daily Briefings, Guestware weekly reports, Guest Correspondence) To ensure that all Guest concerns, complaints and compliments are actioned and addressed in an appropriate manner. To assist Guests with general enquires and any other reasonable service requested by guests. To assist in check-in and check-out if the Front Desk and the Executive Lounge Reception is overloaded/understaffed. Ensure all guests are welcomed according to the JW Marriott Welcome Experience. Review the trends of arrivals and departure and schedule himself and the Executive Lounge Receptionists accordingly. Be familiar with all local attractions, hotels, restaurants, etc. To coordinate group check-ins with Front Office, Guest Services and Guest Relations Managers. Ensure logs are maintained and put in proper use: Daily activities log Handover log Courtesy calls log Coordinate with Transportation Captain and airport desk to ensure timely pick-up and drop-off of guests. Be aware of VIP arrivals Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott International Inc Dubai - United Arab Emirates