Job Description

Job Title At Your Service Team Leader

Description

Job Number 22145431
Job Category Rooms & Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB 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. Ensure handling all guest requests as well as taking guest orders.

SCOPE / BUSINESS CONTEXT

The agent must exhibit courteous hospitality at all times and fully own each guest issue up to guest highest satisfaction. When in communication with the guest, the agent must be proactive in every area, including offering additional services. Responsible for on job training for all new At Your Service Agents/ runners.
A Full Time position based at JW Marriott Marquis Dubai.
Number of Direct Reports - 2

CANDIDATE PROFILE

Titles of Direct Reports - At Your Service Agents & Runners
Experience:
having an experience in similar position for at least 12 months/ senior agent in big volume hotel with a great deal interpersonal skills.
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.
Education or Certification
Bachelor/ Diploma in Hospitality or related categories

SPECIFIC DUTIES

Good level of English essential

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 - 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
Assist in maintenance of trackers (Excel formats, hard copies) to note any outstanding issues, supply shortages and weekly requisition, etc.
Maintain a handover log for the next shift, noting any services that are pending to ensure follow up.
Utilizing all available resources, follow up on previous shift requests are pending issues.
Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
Be familiar with all SOPs, LSOPs and Job aids relating to the front office operations
Have a thorough knowledge of all Emergency Procedures
Regularly conduct PCI and hospitality audits in order to ensure compliance according to Marriott International standards.
Be fully aware of the Marriott Brand standard compliance requirements for all front office sections.
Be security conscious at all times and inform Manager on Duty of anything suspicious
Have strong organizational skills; always practice "Clean as you go"
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 flexible to work various shifts around the business needs to assist all front office sections
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.
Be able to perform any additional scope of duties if requested by the Management.
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's signature.
Guest comment cards must be monitored daily basic.
Taking reservations - 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, page # 3.
Be proactive in up selling and cross selling of restaurant information and loyalty card.
Follow Group & individual reservation procedures - (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).
Open and close shift in accordance with manager's checklist Open communications - information related to operations, reservation details, and agendas externally or internally must be coordination with colleagues, department concerned and immediate superior.
Coach and develop Associates (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
Ensures coordination and monitoring the reservations for special events (i.e. Ramadan, Christmas, New Years, etc.)

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.

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