Guest Relations Agent
JW Marriott Marquis Hotel Dubai
Dubai, United Arab Emirates
منذ 8 يوم
source : hosco

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™.


Ensuringlobby coverage at all times and special attention in serving VIPs and Elitemembers.

Servingguest at the front desk, executive lounge reception (if necessary) and mainlobby while providing the highest level of service possible in an efficientcourteous and professional manner by following Marriott Standards.

Creatingmemorable experiences for our accomplished guests especially looking after theElite members.


  • A Full Timeposition based at JW Marriott Marquis Dubai.
  • Experience :

  • Customerservices / contact.
  • Hotel / hospitalityexperience especially in the Middle East will be an added value.
  • Skills and Knowledge

  • Excellentcommand of English oral and written communication skills Arabic or otherEuropean Language is an added advantage
  • Opera knowledge
  • Tolerant for allguests and colleagues (regardless of race, sex, color or religion)
  • Diplomatic andpositive
  • Proactive andresponsible
  • Ability to takesimple decisions
  • A people’sperson
  • Team player
  • Able to get onwell with people from many different backgrounds, cultures, etc.
  • Able to workunder pressure
  • Ability to multitasks
  • Should beflexible and able to work in shifts
  • Ability tohandle cash
  • Have knowledgeof selling skills
  • Knowledge ofDubai is preferred but not essential
  • Basic accountingskills
  • Education or Certification

  • CollegeGraduate-Preferred
  • Hotel School isan added advantage-Preferred

    The following are specific responsibilities and contributions criticalto the successful performance of the position :

  • Report to workon time in proper, clean uniform with name tag, griffin, service note, etc.
  • Maintain highstandards of personal hygiene and wear proper uniform at all times (incl. namebadge, griffin, service note, etc.).
  • Ensuringlobby coverage at all times and special attention in serving VIPs and Elitemembers.
  • Perform In RoomCheck-in to assigned VIPs and Elite members.
  • Coordinate withTransportation Desk to ensure timely pick-up and drop-off of guests andwhenever possible welcome them at the main drive and assist with check-in
  • Follow thedepartment check-list and task.
  • Be knowledgeableabout hotel procedures and check all bulletins for info
  • Get a dailybriefing about all special events
  • Have knowledgeabout all room rates, discounts and promotions and know how to handle it
  • Have knowledgeabout all guest rooms, features and amenities plus all services offered by thehotel
  • Check in theguest according to SOP & LSOP and Job aids
  • Follow all cashhandling procedures and be able to check out all guests properly
  • Perform anyreasonable request as directed by Management
  • Operate MARSHA / OPERA and other systems as required
  • Be knowledgeableof Marriott Rewards, Elite program and other Frequent flyer programs asrequired
  • Know the BrandStandard Audit Points and conform adherence
  • Answer thetelephone according to telephone etiquette as laid down by Marriott Standards
  • Know theprocedure to handle safety deposit boxes
  • Handle email andmessages in compliance with guidelines laid down and in a confidential manner
  • Ensure the cleanlinessand upkeep of the Lobby and other work areas
  • Ensure that allguest problems are solved by using LEARN / GUEST models and escalated properly
  • Assist fellowassociates on their jobs to ensure completion of all jobs on time
  • Be knowledgeableof all emergency procedures and know how to act on them when required
  • Due to thenature of our business, to understand that work schedules and demands of theposition may vary from time to time.
  • Ensure allguests are welcomed, met and greeted, offered welcome drinks and / or cold towels(depending on brand) and escorted to the elevators and / or room according to theJW Marriott Welcome Experience.
  • Use passwordwith discretion and follow all policies laid down by Marriott Intl. withregards to PCI.
  • Be familiar withall local attractions, hotels, restaurants, etc.
  • Protect guestand associate security by never revealing any personal information, roomnumbers, addresses, telephone numbers etc.
  • unless authorized by a manager.

  • Close shift atthe end of the day by strictly following the blind drop closing procedures.
  • Front desk / GuestRelations leader will always verify your shift closing.
  • Report anyunusual occurrences and / or requests to a Manager.
  • Act as a hoteland brand ambassador at all times.
  • Be proactive inanticipating guest needs and ensure lobby presence is maintained at all times.
  • Be familiar withdaily checklists / events / arrival-departure trend of your shift to ensure smoothoperations.
  • Initiate and Involve inadditional projects and duties as assigned by leaders and ensure the tasks aredone within the deadline
  • 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.
  • Guest Relations

  • 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.
  • Communication

  • 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 working relationshipswith 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.
  • Physical Tasks

  • 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

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