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™.
Drive guest engagement in the lobby and assist the guests with proper directions. To be up-to-date regarding all hotel facilities and services and to be familiar with all local attractions, hotels, restaurants and more in order to provide the guests with appropriate information.
Proactively ensures all guests are attended at all times. Act as a hotel and brand ambassador and maintain lobby coverage.
SCOPE / BUSINESS CONTEXT
A Full Time position based at JW Marriott Marquis Dubai.
Minimum 1 year in similar position in a five star hotel.
Skills and Knowledge
Attention to details
English language (written and spoken)
Education or Certification
Hotel School is an added advantage-Preferred
The following are specific responsibilities and contributions critical to the successful performance of the position :
Ensure all guests are welcomed according to the JW Marriott Welcome Experience.
Act as a hotel and brand, give directions to the guest and maintain lobby coverage.
Follow hotel standard and adhering to all Marriott policies.
To ensure that all Guests receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities.
To have knowledge of hotel / restaurant promotions / opening hours / services offered & to have knowledge of room types and locations within the hotel.
Perform any reasonable request as directed by management.
Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge).
Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time.
Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc.
unless authorised by a manager.
Attend daily / weekly / monthly departmental meetings and contribute with the acquired knowledge.
To ensure that all Guest concerns, complaints and compliments are escalated to superiors.
To assist Guests with general enquires and any other reasonable service requested by guests.
Safety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager / supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Notify Loss Prevention / Security of any guest reports of theft.
Policies and Procedures
Follow company, hotel and department policies and procedures.
Follows Marriott International Hotels Limited Regional Office policies and procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors and Management.
Working hours as required to do your job but normally not less than 48 hours per week.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.
g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching / listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions / offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Supply guests / residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person / department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Working with Others
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and / or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance / Quality Improvement
Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.
Enter and locate work-related information using computers and / or point of sale systems.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and 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 10 pounds 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. See description