Job Number 23176341
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

1. POSITION PURPOSE

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquiries about public hotel events. Provides a paging service for hotel guests and employees. Process guest wake-up calls.

2. 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
• Maintain awareness of undesirable persons on property premises.
• Follow property specific procedures for handling emergencies (e.g., evacuations, medical emergencies natural disasters)
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

3. DUTIES AND RESPONSIBILITIES:

• Answers incoming calls.
• Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
• Places outgoing calls.
• Receives messages and deliver the same in timely and efficient manner.
• Logs all service requests, defects, incidents in GXP
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
• Knows what action to take when an emergency call is required.
• Monitors automated systems including CCTV when engineering and maintenance department is closed.
• Ensure room service orders are taken efficiently and accurately to be delivered as requested on time.
• Assists in reporting telephone equipment or service complaints and problems.
• Trains or assists with training new telephone operators in performance of job duties.
• To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
• Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
• Must be polite and courteous while answering the phone.
• Keep records of calls placed and received by all departments and recording the call charges.
• Update all necessary information on the PMS /Opera.
• Upload all registered guests in house in CID (Criminal Investigation Department) system.

4. MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS

Qualifications: High school diploma or higher

Specialized Knowledge: Hotel Property Management System (Opera)/ Starguest and MS
Office

Experience: At least 2 years working experience in a position
relevant to the Front Office procedures from 5* hotels
and resorts. Experience in working in remote locations is
a strong asset.

Individual Experience: The candidates should have one or more of the following
abilities/experiences/traits.
1. Fluency in English plus one additional language.
2. Energetic and takes initiative. Is pro-active and persistent in

Pursuing and completing tasks. Strives to exceed expectations and goals.

5. CRITICAL COMPETENCIES * Customer Service Orientation: The jobholder is responsible for carrying out the supervision of guest, and delivery of the full range of guest services. The job will require a person who is sensitive and aware of the customer needs and who has the natural ability to respond to this in an enthusiastic, open, and professional manner.

• Team Orientation: The job will need the co-ordination of services from many different departments and persons. In providing the guests with the best possible services from these departments, the titleholder must ensure co-operation and support from the service providers. They should therefore be aware of the Limitations and capabilities of fellow staff, and be willing to participate with other to achieve results.
• Communication Skills: The ability to listen, interpret and manage the response to guests is of primary Importance in meeting the guest\xe2\x80\x99s expectations and enhancing their appreciation of the resort. Equally, this applies to the providing of clear and accurate information to the other departments of the resort ensuring the required results achieve the standards necessary.
• Planning and Organization: The jobholder is responsible for providing their allocated guests with accurate and timely documentation. A well-planned and structured approach to the procedures and systems will be great value to the organization and to the trust and comfort of the guests.
• Diplomacy: The jobholder, in dealing with the diversity of guests and the many internal departments, will require sensitivity, and the ability to produce clear results from these interactions. Sincere and enthusiastic response to situations, people and departments will be requirement for producing the desired results.

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 Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand \xe2\x80\x93 a collection of Europe\'s most celebrated and iconic properties \xe2\x80\x93 serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale \xe2\x80\x93 a portal to the destination\xe2\x80\x99s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination\'s heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Marriott