Job Number 23050768 Job Category Rooms & Guest Services Operations Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates Schedule Full-Time Located Remotely? N Relocation? N Position Type Non-Management
POSITION SUMMARY
Serve as the main point of contact for all guest requests and needs, including answering calls, dispatching requests and following up to ensure satisfaction with result. Be involved in all front office related projects and duties when required.
SCOPE / BUSINESS CONTEXT
A Full Time position based at JW Marriott Marquis Dubai.
Number of Direct Reports - 0
Titles of Direct Reports \xe2\x80\x93 0
CANDIDATE PROFILE
Experience:
Having an experience in similar position for at least 12 months with a great deal interpersonal skills and physically fit.
Skills and Knowledge
Strong Communication skills (verbal, listening, writing)
Innovative
Pro-active and reliable
Able to work alone and within a team
OPERA, GXP, Microsoft Office, AVAYA, ResPak and other related operating systems
Flexible and ability to work around the clock
Able to up-sell
Education or Certification
Bachelor/ Diploma in Hospitality or related categories
Good level of English essential
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the successful performance of the position:
Attend to each call in a courteous and efficient manner, using correct telephone etiquette according to the Marriott International standards.
Dispatch appropriate personnel to satisfy guest requests and resolve guest issues.
Maintain a log of all guest requests as well as guest response. Information should include:
Guest name, room number and folio number
Service request issue
Time of call
Agent name
Action taken / resolution
Follow up information, including final status
Maintain and be familiar with a directory of information within the hotel and local area information.
Local hotels , address, telephone and fax numbers
Travel agencies, Airlines, Car rentals, Taxi and limousine services
Money exchanges, Bank and automated teller machines (ATMS)
Be familiar all outlets information \xe2\x80\x93 Property owned and outsourced outlets and Local restaurants, Names, Types of cuisine, type of food , price & Opening/Closing Hours.
Local attractions, hours, prices
Houses of worships, hours of services
Shopping facilities, Government offices, Emergency numbers
Record the guest\xe2\x80\x99s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning. Set wake up clock or input as request as they come in.
Maintain a handover log for the next shift, e.g. VIP arrivals, in- house, extra care, car exceptions, noting any services that are pending to ensure follow up, etc.
Utilizing all available resources, follow up on previous shift requests are pending issues.
Be fully conversant with OPERA, GXP, AVAYA, Res Pak and other related operating systems.
Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
Be aware of emergency procedures according to hotel policies & procedures and follows Supervisor/Manager\xe2\x80\x99s instructions.
Be familiar with all job aids, policies and procedures related to Front Office operations.
Be aware of PCI compliance according to Marriott standards.
Be Flexible to work various shifts around the business needs to assist all front office sections.
Have strong organizational skills; always practice \xe2\x80\x9cClean as you go\xe2\x80\x9d
Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel.
At all times strive to represent Marriott in the most professional, courteous manner.
Be proactive in your job, giving proper handover to other colleagues/department head and to follow through.
Showing positive attitude and inculcating the same within the team members.
Updating ResPak bookings correct details of the guests - is first priority on opening shift and closing shift.
To be proactive in selling, taking reservations, sending proposals and confirmations, responding to F&B business related queries through emails, by fax or via post. Business correspondence/Guest Comments Cards - review all emails, guest comment cards, proposals and confirmation letters for follow-up and action. All correspondences must have a cover letter with complete name of the addressee and correspondences with sender\xe2\x80\x99s signature.
Guest comment cards must be monitored daily basic.
Taking reservations \xe2\x80\x93 ResPak must be opened. When taking reservations including any special occasion, Request and food allergies must verified. If ResPak is not available, bookings must be taking note on tentatively. Callback procedure must be made to ensure booking is in placed after encoding the reservations. All reservations taken before the date of the event is considered tentative unless it is pre-paid. Guest(s) must be notified on the day of their booking for confirmation otherwise booking has to be removed if no confirmation is made. Cut-off date must be informed to the guest(s) when taking of the bookings.
Updating all F&B information on the daily packet page for F&B,
Be proactive in up selling and cross selling of restaurant information and loyalty card.
Follow Group & individual reservation procedures \xe2\x80\x93 (Tentative reservation on RESPAK, Down payment or guarantee form prior to reservation, payment methods; cash/credit card/LPO/bank transfer, PM on the date)
Confirm upcoming group bookings and take down any special requests/requirements and Balancing between prime time and non-peak time tables.
Any Billing enquiries must be forward to Outlet manager & Lost receipts enquiries must be forward to Finance team with name of guests, method of payment, last 4 digits of the card and email address of recipient).
OTHER
Performs other related tasks as assigned by management. Attend all scheduled department meetings.
Maintain cleanliness and neatness of work area.
Safety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Notify Loss Prevention/Security of any guest reports of theft.
Policies and Procedures
Follow company, hotel and department policies and procedures.
Follows Marriott International Hotels Limited Regional Office policies and procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors and Management.
Working hours as required to do your job but normally not less than 48 hours per week.
Guest Relations
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests\' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests\' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest\'s name when possible.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Communication
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one\'s voice, using the callers\' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Working with Others
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards, e.g. Guest Voice and JW Marriott Brand Standard Audit.
Physical Tasks
Enter and locate work-related information using computers and/or point of sale systems.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and visually verify information in a variety of formats (e.g., small print).
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International\xe2\x80\x99s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International\'s luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you\xe2\x80\x99re happy, our guests will be happy. It\xe2\x80\x99s as simple as that. Our hotels offer a work experience unlike any other, where you\xe2\x80\x99ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That\xe2\x80\x99s The JW Treatment\xe2\x84\xa2.