Job Description

Job Title Guest Arrival Expert

Description

Job Number 22192764
Job Category Rooms & Guest Services Operations
Location Al Maha a Luxury Collection Desert Resort & Spa Dubai, Dubai Desert Conservation Reserve, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success - creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts - to get it right for our guests and our business each and everytime.

CRITICAL TASKS

Guest Relations:

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (Marriott Bonvoy to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
• 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.
• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
• Communicate recommendations in a way that builds excitement and interest among guests and associates.
• Perform other reasonable duties as requested.
• Check Bell area for cleanliness, loiters, clean desk, stationary, transportation revenue and other as required by operation.
• Maintains brand ethics at bell service by being well groomed at all times.
• Perform any reasonable request as directed by management.
• Be flexible with regards to work schedule.
• Brief associates for the shift and planned break times for the day based on operations.
• Be punctual and come to the shift 15 min prior to get ready for the day.
• Attend the daily briefing, daily 15 minutes training and front office monthly meeting.

• Strive to represent Marriott in the most professional manner at all times.

Guest Services:

• Strong Communication skills (verbal, listening, writing), Innovative, Pro-active and reliable, Outgoing personality and outstanding guest service skills.
• Knowledge of local area, local attractions, entertainment and landmarks.
• Hotel knowledge, Ability to work collaboratively with hotel service team in providing exceptional customer service
• Excellent telephone etiquette, strong problem-solving skills.
• Strong organization and working to deadline skills.
• Contacts appropriate individual or department (e.g., Front Desk, Housekeeping, Engineering, and Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction. (If you face directly)
• Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedure and events.
• Interacts with guest, understands requirements and assist accordingly.
• Personally takes initiative to involve issues relevant to bell operations.
• In depth knowledge of service notes, brand standards and hotel property for all queries.
• Takes high care of any guests property that is been handled by the concierge associates.
• Takes initiative through empowerment, ensures guests satisfaction and conducts briefing as and when requested.

Greet/Escort Guests:

• Welcome all guests with a smile and maintain a professional approach at all times.
• 15/5 rule is followed by own self and all associates for all guests interactions.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions.
• Ensure collection and delivery of guest luggage and equipment in an efficient and timely manner.
• Ensure that the guest has verified that all luggages have been accounted for.
• Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
• Delivers newspapers to guestrooms.
• Explains features of rooms and accommodation facilities.
• Apply all BSA standards.

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.
• Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property.
• Reports any accidents immediately to the management.
• Keeps informed Front Office / Duty Manager for any incident.

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.
• Develop and maintain positive and productive working relationships with other employees and departments.

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.
• Adheres to the compliance of booking high risk activities, tours, and transport to those contracted by the hotel and follows Marriott Verbiage if any other requests made by guest directly for other companies.

Quality Assurance/Quality Improvement:

Comply with quality assurance expectations and standards, e.g. Guest Voice and Marriott Brand Standard Audit.

Safety and Security:

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

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 20 pounds without assistance.

CRITICAL COMPETENCIES

Analytical Skills

• Learning
• Decision-Making
• Problem Solving
• Computer Skills
• Basic Mathematics

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Team Work
• Diversity Relations
• Cultural Awareness

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Adaptability/Flexibility
• Stress Tolerance
• Initiative

Organization

• Multi-Tasking
• Time Management

PREFERRED QULIFICATIONS

Education

Higher Education, Diploma or equivalent.

Related Work Experience

No related work experience is required.

Supervisory Experience

No supervisory experience is required.

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.

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world's most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

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