Job Number 19000DGY
Job Category Rooms and Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Dubai, United Arab Emirates VIEW ON MAP
Brand Marriott Hotels Resorts / JW Marriott
Position Type Non-Management / Hourly
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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™.
Serve as the main point of contact for allguest requests and needs, including answering calls, dispatching requests andfollowing up to ensure satisfaction with result.
Be involved in all frontoffice related projects and duties when required.
SCOPE / BUSINESS CONTEXT
A Full Timeposition based at JW Marriott Marquis Dubai.
Number of DirectReports - 0
Titles of Direct Reports 0
Having an experience in similar position for at least 12 months with a great deal interpersonal skills andphysically fit.
Skills and Knowledge
Strong Communication skills (verbal, listening,writing)
Pro-active and reliable
Able to work alone and within a team
OPERA, GXP, Microsoft Office, AVAYA and otherrelated operating systems
Flexible and ability to work around the clock
Education or Certification
Bachelor / Diploma in Hospitality or relatedcategories
Good level of English essential
The following are specific responsibilities and contributions criticalto the successful performance of the position :
Attend to each call in a courteousand efficient manner, using correct telephone etiquette according to theMarriott International standards.
Dispatch appropriate personnel tosatisfy guest requests and resolve guest issues.
Maintain a log of all guestrequests as well as guest response. Information should include :
Guestname, room number and folio number
Actiontaken / resolution
Followup information, including final status
Maintain and be familiar with adirectory of information within the hotel and local area information.
Localhotels , address, telephone and fax numbers
Travelagencies, Airlines, Car rentals, Taxi and limousine services
Moneyexchanges, Bank and automated teller machines (ATMS)
Localrestaurants, hours, type of food , price
Localattractions, hours, prices
Housesof worships, hours of services
Shoppingfacilities, Government offices, Emergency numbers
Recordthe guest’s name and room number under the wake up time requested. Repeat thisinformation to the guest to ensure proper handling of wake up calls in themorning.
Set wake up clock or input as request as they come in.
Maintaina handover log for the next shift, e.g. VIP arrivals, in- house, extra care,car exceptions, noting any services that are pending to ensure follow up, etc.
Utilizingall available resources, follow up on previous shift requests are pendingissues.
Befully conversant with OPERA, GXP and AVAYA operation system.
Eachassociate is expected to carry out, within their capabilities, all reasonablerequests by management.
Beaware of emergency procedures according to hotel policies & procedures andfollows Supervisor / Manager’s instructions.
Befamiliar with all job aids, policies and procedures related to Front Officeoperations.
Beaware of PCI compliance according to Marriott standards.
BeFlexible to work various shifts around the business needs to assist all frontoffice sections.
Havestrong organizational skills; always practice Clean as you go
Reportto work on time with proper uniform, including name tag. Personal appearanceand other grooming standards must comply with the standard of the hotel.
At alltimes strive to represent Marriott in the most professional, courteous manner.
Beproactive in your job, giving proper handover to other colleagues / departmenthead and to follow through.
Showingpositive attitude and inculcating the same within the team members.
Performs other related tasks as assigned by management.
Attend all scheduled department meetings.
Maintain cleanliness andneatness of work area.
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 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.
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
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.