Jul 10, 2018Job Number
Rooms and Guest Services OperationsLocation
JW Marriott Marquis Hotel Dubai, Dubai, United Arab Emirates VIEW ON MAPBrand
Marriott Hotels Resorts /JW MarriottSchedule
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Marriott International portfolio of manufacturers contains each JW Marriott and Marriott Hotels.
JW Marriott is a part of Marriott International’s luxurious portfolio and is composed of greater than 80 stunning homes in gateway towns and unique hotel places all over the world. JW believes our buddies come first. Because should you’re satisfied, our visitors will probably be satisfied. It’s so simple as that. Our inns be offering a piece revel in in contrast to every other, the place you’ll be a part of a group and revel in a real camaraderie with a various crew of co-employees. JW creates alternatives for coaching, building, reputation and most significantly, a spot the place you’ll actually pursue your passions in a luxurious atmosphere. Treating visitors exceptionally begins with the best way we handle our buddies. That’s The JW Treatment™.
Responsible for an efficient and environment friendly arrival and departure revel in of all visitors. To be capable to handle a clean drift of motion inside the lodge foyer. Responsible for pre-arrival conversation for VIPs and Penthouse bookings. To proactively make sure visitors’ wishes are met and exceeded all the time. Conduct foyer responsibility and help Front Desk and Executive Lounge operations when wanted. Responsible for following up with MOD problems logged in Guest ware and updating Opera profiles to make sure that all visitors’ particular necessities are met, stated and exceeded. Act as a lodge and logo ambassador and be chargeable for carrying out on-the-job coaching for brand new Guest Relations Agents.
SCOPE / BUSINESS CONTEXT
- A Full Time place primarily based at JW Marriott Marquis Dubai.
- Titles of Direct Reports – Guest Relations buddies
- Minimum 01 12 months of revel in as Guest members of the family/ Front table / Executive living room Team Leader in a 5 big name lodge
Skills and Knowledge
- Excellent conversation abilities, diplomatic, tolerant, proactive and accountable.
- Computer literate; MS Office, MS Excel, MS Word, MS Power Point & wisdom of Opera is obligatory
- Excellent command of English oral and written – Arabic or different overseas language is an added benefit
- Ability to multi job
- Able to paintings below power
- Able to hit it off with other folks from other backgrounds, cultures, and so forth.
- Knowledge of Dubai is most well-liked however no longer crucial
Education or Certification
- College Graduate-Preferred or equitant Hotel Studies is an added benefit
The following are explicit duties and contributions crucial to the a hit efficiency of the location:
- Ensure all related LSOP’s and Job aids are adhered to and constant ranges of services and products are maintained all the time.
- To be a champion of Guest pride survey key drivers, for e.g.: “Staff anticipated guest needs” and “problem was resolved on first contact”.
- To be part of the marketing campaign to assemble as many Guest voice as conceivable, with out going towards the usual procedures.
- Due to the character of our industry, to take into account that paintings schedules and calls for of the location would possibly range now and again.
- To have wisdom of lodge charges, applications, reductions and vouchers.
- To have wisdom of room varieties and places inside the lodge.
- To make sure that all Guests obtain private provider to the absolute best level of courtesy and are knowledgeable of the lodge’s amenities.
- Protect visitor and affiliate safety via by no means revealing any private knowledge, room numbers, addresses, phone numbers and so forth. until approved via a supervisor.
- To make sure that a just right courting is maintained inside the staff and between all different departments.
- Report any extraordinary occurrences and/or requests to a Manager.
- Perform any cheap request as directed via Management.
- Ensure the cleanliness and maintenance of the Lobby, Front Desk and different paintings spaces.
- Ensure foyer presence is maintained all the time.
- Prepare VIP arrival reviews and proportion the ones with the lodge group of workers.
- Maintain prime requirements of private hygiene and put on right kind uniform all the time (incl. identify badge, griffin, provider observe, and so forth.).
- Hand over any related knowledge to essential departments and co-workers.
- To have complete wisdom of Guest-ware & MOD reviews and to make use of this data day by day for observe up.
- Attend day by day/weekly/per 30 days departmental conferences and give a contribution with the obtained wisdom.
- Conduct day by day courtesy/departure calls.
- Escort visitors to their rooms while selling the lodge and following all essential procedures.
- Assist in VIP airport pick out-up’s and drop offs
- Play an lively function within the implementation of recent procedures and services and products.
- Conduct room inspections and coordinate your findings with the essential departments.
- To take over the duties of the Guest Relations Supervisor in absentia (together with however no longer restricted to GSS Weekly Reports, attendance of the Daily Briefings, Guest ware weekly reviews, Guest Correspondence)
- To make sure that all Guest considerations, court cases and compliments are actioned and addressed in a suitable method.
- To liaise with the opposite departments inside Front Office operations to make sure that knowledge is communicated successfully however no longer duplicated.
- To help Guests with common enquires and every other cheap provider asked via visitors.
- To help in test-in and test-out if the Front Desk and the Executive Lounge Reception is overloaded/understaffed.
- Ensure all visitors are welcomed, met and greeted, introduced welcome beverages and/or chilly towels (relying on logo) and escorted to the elevators and/or room in line with the JW Marriott Welcome Experience.
- Ensure per 30 days one to at least one conferences with buddies on their development of Goals and common self-discipline.
- Ensures modern self-discipline within the staff as consistent with JW Marriott Standards
- Review the traits of arrivals and departure and time table self and the staff accordingly.
- Be aware of all native sights, inns, eating places, and so forth.
- To coordinate crew test-ins with Front Office, Guest Services and Guest Relations Managers.
- Ensure logs are maintained:
- Handover log
- Courtesy calls log
- Coordinate with Transportation Desk to make sure well timed pick out-up and drop-off of visitors.
- Liaise with Front Office coaching chief to arrange at the job coaching for brand new joiners
- Conducts hospitality audits for Guest Relations Associates
- Responsible of the learning, training and mentoring the prevailing group of workers new joiners
- Initiate and Involve in more tasks and tasks as assigned via leaders and make sure the duties are performed inside the closing date
Safety and Security
- Report paintings comparable injuries, or different accidents in an instant upon prevalence to supervisor/manager.
- Follow corporate and division security and safety insurance policies and procedures to make sure a blank, protected, and protected atmosphere.
- Notify Loss Prevention/Security of any visitor reviews of robbery.
Policies and Procedures
- Follow corporate, lodge and division insurance policies and procedures.
- Follows Marriott International Hotels Limited Regional Office insurance policies and procedures
- Protect the privateness and safety of visitors and coworkers.
- Maintain confidentiality of proprietary fabrics and data.
- Ensure uniform, nametags, and private look are blank, hygienic, skilled and in compliance with corporate insurance policies and procedures.
- Protect corporate equipment, apparatus, machines, or different property in line with corporate insurance policies and procedures.
- Perform different cheap job tasks as asked via Supervisors and Management.
- Working hours as required to do your job however most often no longer lower than 48 hours a week.
- Actively concentrate and reply definitely to visitor questions, considerations, and requests the usage of logo or assets explicit procedure (e.g., LEARN, JW Symphony of Service) to unravel problems, pride, and construct agree with.
- Assist different workers to make sure right kind protection and recommended visitor provider.
- Anticipate visitors’ provider wishes, together with asking questions of visitors to raised perceive their wishes and gazing/being attentive to visitor personal tastes and performing on them on every occasion conceivable.
- Address visitors’ provider wishes in a qualified, sure, and well timed method.
- Engage visitors in dialog relating to their keep, assets services and products, and house sights/choices.
- Thank visitors with authentic appreciation and supply a fond farewell.
- Welcome and recognize each visitor with a grin, eye touch, and a pleasant verbal greeting, the usage of the visitor’s identify when conceivable.
- Supply visitors/citizens with instructions and data relating to assets facilities, services and products, and hours of operation, and native spaces of passion and actions.
- Answer phones the usage of suitable etiquette together with answering the telephone inside three rings, answering with a grin in a single’s voice, the usage of the callers’ identify, shifting calls to acceptable particular person/division, soliciting for permission prior to striking the caller on hang, taking and relaying messages, and permitting the caller to finish the decision.
- Speak to visitors and co-employees the usage of transparent, suitable language.
- Talk with and concentrate to different workers to successfully change knowledge.
Working with Others
- Support all co-employees and deal with them with dignity and appreciate.
- Handle delicate problems with workers and/or visitors with tact, appreciate, international relations, and confidentiality. Develop and handle sure and productive operating relationships with different workers and departments.
- Partner with and help others to advertise an atmosphere of teamwork and reach commonplace targets.
Quality Assurance/Quality Improvement
- Comply with high quality assurance expectancies and requirements, e.g. GuestVoice and JW Marriott Brand Standard Audit.
- Enter and find paintings-comparable knowledge the usage of computer systems and/or level of sale programs.
- Stand, take a seat, or stroll for a longer time frame or for a whole paintings shift.
- Read and visually check knowledge in plenty of codecs (e.g., details).
- Move, carry, elevate, push, pull, and position items weighing lower than or equivalent to 10 kilos with out help.
Marriott International is an equivalent alternative employer dedicated to hiring a various group of workers and maintaining an inclusive tradition. Marriott International does no longer discriminate at the foundation of incapacity, veteran standing or every other foundation secure below federal, state or native regulations.
Marriott International is the arena’s biggest lodge corporate, with extra manufacturers, extra inns and extra alternatives for buddies to develop and…