Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world.
JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment.
Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
Focuses on delivering exceptionally personalizedexperience for JW Executive Lounge guests and Marriott Rewards Gold &
Platinum Guests. Responsible for pre-arrival communication with ExecutiveLounge Guests and arranging for all guest requests and preferences.
Process allExecutive Lounge guest check-ins by confirming reservations, assigning room,and issuing and activating room key.
Process all payment types such as roomcharges, cash, checks, debit, or credit. Process all check-outs includingresolving any late and disputed charges.
Answer, record, and process all guestcalls, messages, requests, questions, or concerns. Coordinate with Housekeepingto track readiness of rooms for check-
in. Communicate parking procedures toguests / visitors and dispatch bell staff or valet staff as needed. Supply guestswith directions and information regarding property and local areas of interest.
Run daily reports (number of arrivals, departures), identify any specialrequests, and check reports for accuracy. Complete designated cashier andclosing reports in the computer system.
Cash guests' personal checks andtraveler's checks. Count bank at the beginning and end of shift. Balance anddrop receipts according to Accounting specifications.
Assists with food & beverage service and set-upin the Executive Lounge. Facilitates on the job training for new GuestRelations Agents Executive Lounge.
SCOPE / BUSINESS CONTEXT
A Full Timeposition based at JW Marriott Marquis Dubai.
Number of DirectReports -10+
Titles of DirectReports Executive Lounge Agents, Executive Lounge Attendants
Excellent Guest services / contact.
Previousexperience working within a Front Office hotel environment in the 5 star / luxurymarket is essential
Previous experience in F&B restaurant operationsis preferred.
Skills and Knowledge
Englishlanguage (written and spoken)
StrongCommunication skills (verbal, listening, writing)
MICROS,OPERA, Guestware, Computer / Microsoft Office, FCS or telephone software andother related operating systems
Flexibleand ability to work around the clock
Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
Education or Certification
Good level of English essential, Arabic language is an advantage
High School, Diploma, Degree education or equivalent required
The following are specific responsibilities and contributions criticalto the successful performance of the position :
Ensure all relevant SOP’s are adhered to, to ensure consistent levels of services are maintained at all times.
To be a champion of GuestVoice key drivers : Staff anticipated guest needs and problem was resolved on first contact .
To be a part of the campaign to collect as many GuestVoice as possible, without going against the GuestVoice SOP.
Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time.
To have knowledge of hotel rates, packages, discounts and vouchers.
To have knowledge of room types and locations within the hotel.
To have excellent knowledge on food and beverage offerings and pairings
To ensure that all Guests receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities.
Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc.
unless authorized by a manager.
To ensure that a good relationship is kept between all other departments.
Perform any reasonable request as directed by management.
Ensure the cleanliness and neatness of Executive Lounge area.
Man the guest relations desk in the executive lounge.
Prepare VIP arrival reports and share those with the hotel staff.
Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge).
Hand over any relevant information with necessary departments and associates.
To have full knowledge of Guestware and to use information daily for follow up.
Attend daily / weekly / monthly departmental meetings and contribute with the acquired knowledge.
Conduct daily courtesy / departure calls.
Escort guests to their rooms whilst promoting the hotel and following all necessary procedures.
Play and active role in the implementation of new procedures and services.
Conduct room inspections and coordinate your findings with the necessary departments.
To take over the tasks of the Executive Lounge Supervisor in absentia (including but not limited to GuestVoice Weekly Reports, attendance of the Daily Briefings, Guestware weekly reports, Guest Correspondence)
To ensure that all Guest concerns, complaints and compliments are actioned and addressed in an appropriate manner.
To assist Guests with general enquires and any other reasonable service requested by guests.
To assist in check-in and check-out if the Front Desk and the Executive Lounge Reception is overloaded / understaffed.
Ensure all guests are welcomed according to the JW Marriott Welcome Experience.
Review the trends of arrivals and departure and schedule himself and the Executive Lounge Receptionists accordingly.
Be familiar with all local attractions, hotels, restaurants, etc.
To coordinate group check-ins with Front Office, Guest Services and Guest Relations Managers.
Ensure logs are maintained and put in proper use :
Daily activities log
Courtesy calls log
Coordinate with Transportation Captain and airport desk to ensure timely pick-up and drop-off of guests.
Be aware of VIP arrivals
Liaise with Front Office Training leader to deliver on the job training for new Executive Lounge Agents
Assists Executive Lounge Supervisor with conducting Hospitality Audits
Balanced Scorecard Results : Implements strategies and executes activitiesto drive and continuously improve financial results, guest satisfaction, human capitalindex and market share.
Safety and Security
Reportwork related accidents, or other injuries immediately upon occurrence tomanager / supervisor.
Followcompany and department safety and security policies and procedures to ensure aclean, safe, and secure environment.
NotifyLoss Prevention / Security of any guest reports of theft.
Policies and Procedures
Followcompany, hotel and department policies and procedures.
Follows Marriott International Hotels LimitedRegional Office policies and procedures
Protectthe privacy and security of guests and coworkers.
Maintainconfidentiality of proprietary materials and information.
Ensureuniform, nametags, and personal appearance are clean, hygienic, professionaland in compliance with company policies and procedures.
Protectcompany tools, equipment, machines, or other assets in accordance with companypolicies and procedures.
Performother reasonable job duties as requested by Supervisors and Management.
Workinghours as required to do your job but normally not less than 48 hours per week.
Activelylisten and respond positively to guest questions, concerns, and requests usingbrand or property specific process (e.
g., LEARN, JW Symphony of Service) toresolve issues, delight, and build trust.
Assistother employees to ensure proper coverage and prompt guest service.
Anticipateguests' service needs, including asking questions of guests to betterunderstand their needs and watching / listening to guest preferences and actingon them whenever possible.
Addressguests' service needs in a professional, positive, and timely manner.
Engageguests in conversation regarding their stay, property services, and areaattractions / offerings.
Thankguests with genuine appreciation and provide a fond farewell.
Welcomeand acknowledge each and every guest with a smile, eye contact, and a friendlyverbal greeting, using the guest's name when possible.
Supplyguests / residents with directions and information regarding property amenities,services, and hours of operation, and local areas of interest and activities.
Answertelephones using appropriate etiquette including answering the phone within 3rings, answering with a smile in one's voice, using the callers' name,transferring calls to appropriate person / department, requesting permissionbefore placing the caller on hold, taking and relaying messages, and allowingthe caller to end the call.
Speakto guests and co-workers using clear, appropriate and professional language.
Talkwith and listen to other employees to effectively exchange information.
Working with Others
Supportall co-workers and treat them with dignity and respect.
Handlesensitive issues with employees and / or guests with tact, respect, diplomacy,and confidentiality. Develop and maintain positive and productive workingrelationships with other employees and departments.
Partnerwith and assist others to promote an environment of teamwork and achieve commongoals.
Quality Assurance / Quality Improvement
Complywith quality assurance expectations and standards, e.g. GuestVoice and JWMarriott Brand Standard Audit.
Ensurethat all assigned and or mandatory trainings are completed on time.
Enterand locate work-related information using computers and / or point of salesystems.
Stand,sit, or walk for an extended period of time or for an entire work shift.
Readand 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 10pounds without assistance.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.