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™.
To welcome and escort our Guests, ensure thattheir luggage is handled as per brand standards of Marriott International,focus on ensuring that the highest levels of hospitality and service areprovided.
Represent concierge departmentin resolving any guest or hotel related situation. Maintain the flow of guesttraffic and direct guests within the hotel.
SCOPE / BUSINESS CONTEXT
A Full Time positionbased at JW Marriott Marquis Dubai.
Number of DirectReports - 0
Titles of DirectReports 0
Guestexperience in a five star hotel or similar, local knowledge, good command overEnglish Language.
Skills and Knowledge
EnglishSpeaking, Local Knowledge ,Arabic Speaking
Education or Certification
The following are specific responsibilities and contributions criticalto the successful performance of the position :
Ensure all guests areWelcomed to the JW Marriott Marquis Dubai as per Marriott International BrandStandards..
Be familiar with all hotelfacilities and their hours of operation.
Demonstrate Aggressivehospitality and guest engagement at all times.
Achieves goals set by thedepartment.
Support the implementationof 1st 10 program according to local government regulations.
Ensure luggage carts areneatly arranged in their designated area at all times.
Issue Luggage tags for allbaggage received by carefully counting them in pieces.
Fill all details in theluggage tag with Guest name, date time and your name.
Supply a copy of theluggage sticker at the bell desk with your name to identify and send luggage toguest room according to the name by the bell captain.
Follow up of receivedluggage every 15 minutes to ensure no delay in delivery of luggage.
Fill in runner position atthe lobby as scheduled by the Bell captain and replace runner position undersituations required to move away due to a guest request needed to be attendedby you.
Store the luggage only atpermitted areas and attend the luggage at all times while in public areas.
Bending, Stooping and Lifting a weight of 30lbs or more may be required.
Maintain a straight and alert position in the hotel Entrance and in Lobby; do not form groups when not busy.
Take the initiative through empowerment to ensure complete Guest Satisfaction.
Identify and take utmost care with guest’s property whilst loading and unloading from car or any other means of transport the luggage carts.
Escort the guest to the room and provides familiarization of hotel and rooms the guest in his room.
Be knowledge of all Bell stands Job aids.
Be familiar with local area and location of Company offices, banking institutions, Shopping malls, Restaurants, etc.
Handle distribution of Newspapers to Guest rooms.
Keep logs updated with accurate information at all times.
Maintain high standards of personal hygiene and wear proper uniform.
Promote actively hotel transportation and products to guest as services with full knowledge of the product.
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.
Adheresto the compliance of booking high risk activities, tours, and transport tothose contracted by the hotel and follows Marriott Verbiage if any otherrequests made by guest directly for other companies.
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.
Follows tips process set in the department and displays positive relationship within the department and other departments.
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 20pounds 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.