POSITION SUMMARY Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider\'s customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department 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. Dispatch bell staff or valet staff as needed. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests\xe2\x80\x99 service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Enter and locate information using computers and/or POS systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. SCOPE / BUSINESS CONTEXT

• A Full Time position based at Le Meridien Al Aqah Beach Resort.
• 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, Res Pak 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.

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 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 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.


At Le M\xc3\xa9ridien, we believe in helping guests unlock the unexpected and engaging experiences each destination has to offer. Our guests are curious and creative, cosmopolitan, culture seekers that appreciate sophisticated, timeless service. We provide original, chic and memorable service and experiences that inspire guests to unlock the destination. We\xe2\x80\x99re looking for curious, creative and well-informed people to join our team. If you appreciate connecting with like-minded guests and have a deep desire to create unexpected experiences, we invite you to explore career opportunities with Le M\xc3\xa9ridien.