Property Description:

Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury. Home to the world’s tallest building, the largest shopping mall, the iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai, it is a place for those who seek the best the world has to offer.

The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region’s most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world’s most discerning travelers.

Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai’s Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city.

The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.

JOB SUMMARY

Serve as the main point of contact for all guest requests and needs, including answering calls , dispatching requests and following up to ensure satisfaction with result. Ensure handling all guest requests as well as taking guest orders.

The agent must exhibit courteous hospitality at all times and fully own each guest issue up to guest highest satisfaction. When in communication with the guest, the agent must be proactive in every area, including offering additional services. Responsible for on job training for all new At Your Service Agents/ runners.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai.
• Number of Direct Reports - 2
• Titles of Direct Reports – At Your Service Agents & Runners

CANDIDATE PROFILE

Experience:

• Having an experience in similar position for at least 12 months with a great deal interpersonal skills.

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Innovative
• Pro-active and reliable
• Able to work alone and within a team
• OPERA, Guest ware, Microsoft Office, AVAYA and other related operating systems
• Flexible and ability to work around the clock

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:

A. Guest name, room number and folio number

B. Service request issue

C. Time of call

D. Agent name

E. Action taken / resolution

F. 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)
• Local restaurants, hours, type of food , price
• Local attractions, hours, prices
• Houses of worships, hours of services
• Shopping facilities, Government offices, Emergency numbers

• Assist in maintenance of trackers (Excel formats, hard copies) to note any outstanding issues, supply shortages and weekly requisition, etc.
• Maintain a handover log for the next shift, noting any services that are pending to ensure follow up.
• Utilizing all available resources, follow up on previous shift requests are pending issues.
• Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
• Be familiar with all SOPs, LSOPs and Job aids relating to the front office operations
• Have a thorough knowledge of all Emergency Procedures
• Regularly conduct PCI and hospitality audits in order to ensure compliance according to Marriott International standards.
• Be fully aware of the Marriott Brand standard compliance requirements for all front office sections.
• Be security conscious at all times and inform Manager on Duty of anything suspicious
• Have strong organizational skills; always practice “Clean as you go”
• 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 flexible to work various shifts around the business needs to assist all front office sections
• 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.
• Be able to perform any additional scope of duties if requested by the Management.

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 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 (e.g., LEARN, JW Symphony of Service) 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 re garding 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, respect and integrity.
• 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. GuestVoice and JW 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 committed to hiring a diverse workforce and sustaining an inclusive culture.