Whatever/whenever Manager

Dubai, United Arab Emirates

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Job Description

Job Number 23032447
Job Category Rooms & Guest Services Operations
Location W Dubai - The Palm, West Crescent, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY Responsible for providing a warm, welcoming and witty experience to all guests and help with the day-to-day operations of the Whatever/Whenever Department. Ensure all talent in the department meets and exceeds the guests\xe2\x80\x99 needs and business requirements and ensure all current Brand Standards are been met. CANDIDATE PROFILE Education and Experience

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES 30% of Time Spent

Supervises the Whatever/Whenever (telephone operators & concierge) operations to ensure our guests have an enjoyable experience.
Schedules talent per the business needs, whilst controlling labour costs and minimizing overtime payment.
Implements and continually reviews policies, procedures, practices and standards, and controls to ensure they are consistently applied.
Ensures all requests, defects and work orders are been facilitated and logged into the GXP system.
Oversees the Let\xe2\x80\x99s Chat program and follows its guidelines.

20% of Time Spent

Reviews current days expected arrivals and checks all WHO and special request reservations.
Reviews the daily room availability.
Checks status of departures on a daily basis.
Relays all pertinent information to the relevant departments and ensure handover to the incoming Whatever Whenever Team.
Liaises with the Welcome Experience team to ensure any WHO guests are receiving amenities and all recovery guests receive an amenity or personalized card from the hotel management.

20% of Time Spent

Handles any challenges and unusual situations brought up by the guests and follows through until resolved.
Ensures all relevant guest issues are communicated using the approved communication method, ie. GXP, OPERA PMS.
Ensures this information is communicated to other departments, and where necessary seek assistance from the respective HOD\xe2\x80\x99s to contact the guests directly
Answer all guest questions / request in a friendly and caring manner, take appropriate actions or if needed, refer the matter to the relevant persons to handle.

20% of Time Spent

Participate in the selection process for recruiting new talent. Train, develop, coach and manage the performance of direct and indirect reporting associates to ensure the efficient running of Whatever Whenever department in order to maximize associate satisfaction, productivity and guest satisfaction.
Ensures all new talent are inducted into the department correctly, by ensuring an induction schedule is in place, training checklists and a training matrix prepared
HID\xe2\x80\x99s are reviewed and adapted on a regular basis.
Trains and maintains the talents performance according to the goals set by the hotel.
Complete, and in a timely manner, any assigned paperwork.
Ensures all new talent are inducted into the department correctly, by ensuring an induction schedule is in place, training checklists and a training matrix prepared.

10% of Time Spent

Researches what\xe2\x80\x99s new/what\xe2\x80\x99s next in W Dubai, the complex and beyond and does share the results with the Welcome Office team daily.
Sends out the happenings outside the hotel regularly to the teams

Compliance

Full compliance with Marriott policies and procedures.
Adhere to International Summary Risk Assessment and Control Self-Assessment Audits.

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.

Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.
We share our guests\xe2\x80\x99 passions, providing insider access to what\xe2\x80\x99s new and what\xe2\x80\x99s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox.Retox.Repeat. If you\xe2\x80\x99re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.

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