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™.
The Assistant Guest Relations Manager isresponsible for maintaining 100% reliability in the recognition of all JWMarriott guests visiting the hotel, and for informing all hotel departments ofthe VIP guests’ arrivals;
un)expressed special needs, requests, and personalpreferences and for creating loyalty versus satisfied guests.
S / he is responsible for training and continuouslyenergizing the Guest Recognition process throughout the hotel. The Asst.
GuestRelations Manager is also responsible to ensure Lobby presence during alltimes.
SCOPE / BUSINESS CONTEXT
A Full Timeposition based at JW Marriott Marquis Dubai.
Number of DirectReports 2
Titles of DirectReports Guest Relations Team Leaders, Guest Relations Supervisor
Minimum of 1year previous experience as Assistant Guest relations Manager / Assistant FrontDesk Manager or related department within a five star hotel.
Skills and Knowledge
Strong abilityto forge professional relationships with guest, co-workers and leaders.
Ability tomaintain hotel’s standards, policies and procedures.
Professionalimage and personality including confidence.
Leadershipskills, thinking clearly, quickly and making decisions.
Team player,working well with other departments and co-workers.
FullComprehension of software used including MARSHA, Opera.
Ability to gothe extra mile, to provide the extra attention in order to satisfy guests’individual needs and wants.
Should becreative, innovative and strive for continuous improvement.
Ability tomotivate staff and maintain a cohesive team.
Ability tohandle all disciplinary counseling as necessary according to JW MarriottEmployee Hand Book.
Ability tomaintain positive, professionally represent and engaging relations with guestsand co-worker.
Organized andfocused in high stress situations
Proficiency inOutlook and Microsoft Excel
Fluency inEnglish language both written and spoken. Any additional language preferably Arabic is an advantage
Ability toensure security and confidentiality of guests.
Ability toovercome objections, understand and respond appropriately to guest inquiriesand needs while remaining calm and courteous.
Ability to multitask and take on cross functional tasks when required.
Ability todirect and supervise others.
Ability to trainand develop others.
Initiate and Involve inadditional projects and duties as assigned by leaders and ability to match thedeadline.
Education or Certification
CollegeEducation or equivalent hospitality studies required
The following are specific responsibilities and contributions criticalto the successful performance of the position :
Oversee thearrival experience for all VIPs and Transportation guests; Room Blockings, Meetand Greet, Check In, Rooming of the VIP guests.
Maintainappropriate Lobby Coverage at peak times, ensuring all time of the day coveragethrough Guest Relations Team.
Establish apositive relationship with repeat guests whilst maintaining a professional andattentive manner.
All preferences,special requests, complaints and general notes are to be updated in the guestprofile for future reference.
Look for ways tocontinuously improve the Guest Relations process and provide lateral service toother departments to assist them with enhancements to the Guest Recognitionprocess.
Assist the GuestRelations Manager to coordinate audit of important guests being noted throughreservation on regular basis.
Ensure guestsare assigned the correct VIP status and pre-arrival planning is properly doneand actioned appropriately.
Oversee roomblockings, ensuring guest preferences are taken into account. Coordinate withrelevant departments ensuring no delay at Check In.
Ensure amenities / room drops are arranged, organized and placed prior to guest arrival,coordinating effectively with relevant departments.
Assist withproblem resolution where appropriate, follows up when necessary. Ensure recordsare updated through Guestware and Manager on Duty’s reports.
Perform dailyquality checks to ensure all reservations have been handled according to the JWMarriott Marquis standards
Maintainconfidentiality of all guest information.
Monitor ongoingtraining with existing staff and ensure that new staff is certified asrequired.
Manages day today activities, ensure the quality, standards and expectations are met and exceededat all times.
Serve as aleader in displaying outstanding hospitality skills.
Empowerassociates to provide excellent customer service.
Ensureassociates understand and deliver guest expectations.
Initiate and Involve inadditional projects and duties as assigned by leaders and ensure the tasks aredone within the deadline
Knowledgeableand comply with hotel policies
Fully aware ofthe day’s arrivals & their preferences, hotel facilities and promotions,occupancy & rooms rates
Assist GuestRelations Manager for managing the operations and admin tasks including conductingperformance appraisals, job chats of designated staff ensuring developmentplans are in place and used.
nbsp;Ensure effective coaching and counsellingmethods are used.
Ensure progressivediscipline is utilized when required.
Understand fullythe standards and procedures of Front Office, and Guest Relations and subdepartments.
Lead and directthe Guest Relations team.
Monitor system,equipment and lack of stationary challenges and coordinate with internal andexternal partners to rectify the situation immediately.
Perform ad hocon-the-job individual and team trainings as needed to ensure that all teammembers have the adequate product knowledge and coordinate with relateddepartments.
Ensure GuestRelations Team attends all mandatory trainings.
Conduct ongoingtraining with existing staff and ensure that new staff is certified asrequired.
Assist employeeswherever necessary in performing all job functions.
Drive the GuestRelations Brand Standards and appropriate engagement and communication withguests and colleagues
Monitor andensure that employees perform their job functions to the hotel’s expected levelof service.
Compile anddistribute all Managers on Duty Reports as requested.
Oversee andensure all VIP information is communicated effectively through the DailyRehearsal and emails.
Ensure that allpertinent information is provided to guests and colleagues.
Ensure that allcommunication with guests and colleagues is complete, accurate, engaging andpositive.
Ensure andemphasize prompt solutions and reporting of any guest incidents during theshift.
Attend dailyline-ups and communicate all challenges, successes and operational informationwith the rest of the team
Show respect todiversity by using only official language English at work place.
Review andevaluate processes, revise if necessary. Come up with out of the box ideas,worthy of being bench marked in the company.
Monitor andmaintain cleanliness and working condition of department equipment andsupplies.
Participate inrelated project teams
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 area attractions / 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.
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.