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Executive Lounge Agent

United Arab Emirates - Dubai

Full job details

Recruiter
Marriott International - Middle East and Africa
Posted
20/09/2016
Ref
160016XE
Location
United Arab Emirates - Dubai
Job Type
Front Office, Front Office Agent
Sector
Hotel
Job Level
Non-Management
 
Description   Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury. Home to the world’s tallest building, the largest shopping mall, the iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai, it is a place for those who seek the best the world has to offer.   The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region’s most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world’s most discerning travelers.   Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai’s Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city.   The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.  
Qualifications

    JOB SUMMARY  Focuses on delivering exceptionally personalized experience for JW Executive Lounge guests and Marriott Rewards Gold & Platinum Guests. Responsible for pre-arrival communication with Executive Lounge Guests and arranging for all guest requests and preferences. Process all Executive Lounge guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications. Assists with food & beverage service and set-up in the Executive Lounge.   Candidate Profile Experience
: Customer services/contact. Hotel experience will be an added value, experience in the Middle East  

Skills and Knowledge
:
Communication skills Computer literate Opera skills will be an added value MS Office, English language (written and spoken)   Business Results Balanced Scorecard Results:  Implements strategies and executes activities to drive and continuously improve financial results, guest satisfaction, human capital index and market share.
 
Essential Function  
  • Ensure all relevant SOP’s are adhered to, to ensure consistent levels of services are maintained at all times.
  • To be a champion of GSS key drivers: “Staff anticipated guest needs” and “problem was resolved on first contact”.
  • To be a part of the campaign to collect as many GSS as possible, without going against the GSS SOP.
  • Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time.
  • To have knowledge of hotel rates, packages, discounts and vouchers.
  • To have knowledge of room types and locations within the hotel.
  • To ensure that all Guests receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities.
  • Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager.
  • To ensure that a good relationship is kept between all other departments.
  • Report any unusual occurrences and/or requests to a manager.
  • Perform any reasonable request as directed by management.
  • Ensure the cleanliness and neatness of the Lobby and Front Desk areas.
  • Man the guest relations desk in the lobby/executive lounge.
  • Prepare VIP arrival reports and share those with the hotel staff.
  • Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge).
  • Hand over any relevant information with necessary departments and associates.
  • To have full knowledge of Guest-ware and to use information daily for follow up.
  • Attend daily/weekly/monthly departmental meetings and contribute with the acquired knowledge.
  • Conduct daily courtesy/departure calls.
  • Escort guests to their rooms whilst promoting the hotel and following all necessary procedures.
  • Play and active role in the implementation of new procedures and services.
  • Conduct room inspections and coordinate your findings with the neccecary departments.
  • To take over the tasks of the Guest Relations Supervisor in absentia (including but not limited to GSS Weekly Reports, attendance of the Daily Briefings, Guestware weekly reports, Guest Correspondence)
  • To ensure that all Guest concerns, complaints and compliments are actioned and addressed in an appropriate manner.
  • To liaise with the Executive Concierge to ensure that information is communicated efficiently but not duplicated.
  • To assist Guests with general enquires and any other reasonable service requested by guests.
  • To assist in check-in and check-out if the Front Desk and the Executive Lounge Reception is overloaded/understaffed. 
  • Ensure all guests are welcomed according to the JW Marriott Welcome Experience.
  • Review the trends of arrivals and departure and schedule himself and the Executive Lounge Receptionists accordingly.
  • Be familiar with all local attractions, hotels, restaurants, etc.
  • To coordinate group check-ins with Front Office, Guest Services and Guest Relations Managers.
  • Ensure logs are maintained and put in proper use:
  • Daily activities log
  • Handover log
  • Courtesy calls log
  • Coordinate with Transportation Captain and airport desk to ensure timely pick-up and drop-off of guests. 
  • Be aware of VIP arrivals

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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