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™.
Processall guest check-ins by confirming reservations, assigning room, and issuing andactivating room key. Process all payment types such as room charges, cash,checks, debit, or credit.
Process all check-outs including resolving any lateand disputed charges. Answer, record, and process all guest calls, messages,requests, questions, or concerns.
Coordinate with Housekeeping to trackreadiness 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. Count float at the beginning and end ofshift. Balance and drop receipts according to accounting specifications.
Responsiblefor on-the-job training for all new Front Desk Agents.
SCOPE / BUSINESS CONTEXT
A Full Timeposition based at JW Marriott Marquis Dubai.
Number of DirectReports - 0
Titles of DirectReports 0
Previous experienceworking within a Front Office hotel environment in the 5 star / luxury market isessential
Skills and Knowledge
Strong Communicationskills (verbal, listening, writing)
Pro-active and reliable
Outgoing personality andoutstanding guest service skills.
Knowledge of local area,local attractions, entertainment and landmarks
Knowledge of hotel roomtypes, layouts and features
Ability to use Opera,Micros & MARSHA System and other operating systems
Knowledge of GuestResponse Tracking Software / Guest ware
Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
Strong problem-solving skills
Strong organization and working to deadline skills
Have a completeunderstanding of the Marriott Reward program
Education or Certification
Good level of Englishessential
The following are specific responsibilities and contributions criticalto the successful performance of the position :
Welcome all guests with a smile and maintain aprofessional approach at all times.
Be knowledgeable about daily hotel operations, checkdaily event sheet, bulletin boards and be up to date with all changes, newprocedure and events.
Have knowledge of hotel rates, package and discounts.
Attend the shift briefing, daily 15 minutes trainingand front office monthly meeting.
Toensure a quick, efficient and friendly check in and departure of all guests.Ensuring that their details are entered onto the computer correctly andefficiently to the Brand Standards
Assignrooms, accommodating special requests whenever possible
Tounderstand the correct reservation procedures and to take any reservations ifrequired
Be flexible according to the business needs.
Be fully aware of hotel credit policy and proceduresand ensure that it’s adhered at all time.
Beknowledgeable of Marriott Rewards , Elite program and other Frequent flyerprograms as required
Strive to represent Marriott in the most professionalmanner at all times.
Ensure that all guests are communicated with thecredit policy and procedures upon check-in.
Take initiative through empowerment to ensure completeguest satisfaction.
Be fully aware of safety and emergency procedures.
Handle mail and messages properly and on confidentialbasis.
Know how to follow all hospitality guidelines anddaily service basics.
Ensure that all guest problems are resolved by using Guest Response Program
Assist a fellow associates in their Job to ensure thatall are done on time.
Use your Opera and other systems password withdiscretion. Log off the terminal when leaving the area.
Have knowledge about the city, the local area andattraction to provide the guests with all requested information.
Report any unusual occurrences or requests to themanager or supervisor on duty.
Be familiar with the AM, PM and night check list toensure smooth daily operations.
Ability to communicate with all managers, supervisorsand fellow associates.
Be aware of the Marriott brand standards and followthe thoroughly.
Ensure that daily banking procedures are followed andperformed as per the standards.
Reportto work on time in proper, clean uniform with name tag
Personalappearance & grooming must confirm with standard
Beknowledgeable about hotel procedures and check all bulletins for information
Geta daily briefing about all special events and group arrivals
Haveknowledge about all guest rooms , features and amenities plus all servicesoffered by the hotel
Performguest registration and room assignment and accommodate special requests of allcustomers
Answerthe telephone according to telephone etiquette
Ensurecleanliness of work areas at all times
Assistfellow associates on their jobs to ensure completion of all jobs on time
Haveknowledge of all emergency procedure and know how to act on them
Beflexible with regards to work schedule
Haveknowledge about the city and local attraction to answer any guest query
Liaisewith the Front Office Training leader to facilitate on the job training for newassociates
ConductsHospitality Audits for Front Desk Associates
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.
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.