Assistant Front Desk Manager
Location : JW Marriott Marquis Hotel Dubai
Dubai, United Arab Emirates Category : Rooms and Guest Services Operations
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Posting Date May 26, 2018
Job Number 18001BWJ
Job Category Rooms and Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Dubai, United Arab Emirates
Brand Marriott Hotels Resorts / JW Marriott
Position Type Non-Management / Hourly
Start Your Journey With Us 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™.
Manage all front desk operations and ensure that allfront desk associates adhere to policies, procedures, regulations and standardspresented by hotel management.
Ensuring that front desk operation runs smoothlyin a professional manner at all times. Perform all front desk relatedresponsibilities and duties when assigned or required.
Perform duty managerrelated responsibilities and duties when assigned or required. Ensure all frontdesk agents have a clear expectations set to prioritize their responsibilities.
Serve as BSA Champion for the Front Office Department. Ensure appropriate andadequate training of all front desk associates and supervisors including allon-
the-job, off-the-job and 15min training
SCOPE / BUSINESS CONTEXT
A Full Timeposition based at JW Marriott Marquis Dubai.
Number of DirectReports - 2
Titles of DirectReports Front Desk Agent / Team Leader & Supervisor
CANDIDATE PROFILE Experience :
Adequate experience in asimilar supervisory position within front office department minimum 3 yearswithin high volume 4 or 5 star hotel.
Skills and Knowledge
Strong Communicationskills (verbal, listening, writing)
Pro-active and reliable
Problem Solving andComplain Handling
Development, Coaching andTraining skills
Strong organizational andtime management skills
Opera / Marsha / IMS / Guestware / Microsoftoffice and other systems knowledge
Education or Certification
Good level of Englishessential
The following are specific responsibilities and contributions criticalto the successful performance of the position :
Befamiliar with Hotel services, operational hours and ongoing promotions.
Havea thorough knowledge of JW Marriott Marquis Dubai products and services.
Befully aware of the Marriott Brand standard compliance requirements for allfront office sections.
Maintaingood working relationship with all hotel departments.
Havea good knowledge of local area and surrounding facilities. Providerecommendations and direction to guests whenever needed.
CheckHouse Count to establish selling strategy for the shift. Monitoring itregularly during shift and responding to any changes.
Ensuredaily all forms of communication are used to full capacity and relevantinformation is handed over to the next shift throughout the shift andbriefings.
Demonstrateand promote quality awareness amongst front office team. Seek ways to improveand maintain guest satisfaction scores for all front desk associates.
Ensuresmooth check-in and check-out of all guests, and proper handling of all guestaccounts.
Ensurethat all concerned departments are informed in regards of room moves, no-shows,early arrivals, special requests, repeat guests or other guest preferences.
Befully aware of Credit Policy and supervise compliance. Inform your manager andconcerned departments about any possible credit risks.
Havethorough knowledge of operational requirements for the front desk area.
Befamiliar and promote Marriott Rewards Program and encourage all front officeassociates in order to achieve monthly target.
Havea thorough knowledge on virtual concierge and ensure that all guest requestsand information updated in OPERA and communicated to other departments.
Havea thorough knowledge of OPERA, MARSHA, IMS, Guestware and other front officerelated operational software.
Befamiliar with all S.O.P.s and L.S.O.P.s relating to the front office operations
Beaware of remedial steps to be taken to rectify Housekeeping discrepancies.
Supportand practice Empowerment within front office
Ensurethat each associate has a development plan and trained accordingly
Beable to work various shifts around the business needs to assist all frontoffice sections.
Identifyand resolve guests problems efficiently and resolve to the guest satisfaction
Ensurethat LEARN and 5W’s methods are followed whilst dealing with constructive guestfeedback and ensure that all concerned application are filled and concerneddepartments are informed
Havea thorough knowledge of all Emergency Procedures
Superviseguest registration and all relevant registration details required by the UAElaw.
Assuringthat all front desk associates are continually updated with hotel rates,packages and discounts
Regularlyconduct PCI audits in order to ensure compliance according to MarriottInternational standards.
Besecurity conscious at all times and inform Manager on Duty of anythingsuspicious.
Identifyguest service shortages and recommend improvements accordingly.
Ensureall front desk associates have a clear guidelines and direction to performtheir daily duties
Reportto work on time with proper uniform, including name tag. Personal appearanceand other grooming standards must comply with the standard of the hotel.
Developknowledge about frequent guests and their special requests and needs. Ensurethe information is updated and maintained in guest profiles accordingly.
Utilizingall available resources, follow up on previous shift requests and pendingissues.
Eachassociate is expected to carry out, within their capabilities, all reasonablerequests by management
Beflexible according to the business need
Havean excellent approach to customer service
Havestrong organizational skills; always practice Clean as you go
Atall times strive to represent Marriott in the most professional, courteousmanner.
Be able to perform any additional scope ofduties if requested by the Management.
Performsother related tasks as assigned by management.
Complieswith Marriott International Hotels Limited Regional Office policies andprocedures.
Workinghours as required to do your job but normally not less than 48 hours per week.