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Rooms Controller

United Arab Emirates - Dubai

Full job details

Recruiter
Marriott International - Middle East and Africa
Posted
20/09/2016
Ref
16001A5W
Location
United Arab Emirates - Dubai
Job Type
Front Office, Reservations 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                                                                                 Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations. Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. SCOPE / BUSINESS CONTEXT
  • A Full Time position based at JW Marriott Marquis Dubai.
  • Number of Direct Reports - 0
  • Titles of Direct Reports – 0
CANDIDATE PROFILE Experience
:
  • Ideally will have experience in a similar supervisory position within front office department.


Skills and Knowledge
  • Strong Communication skills (verbal, listening, writing)
  • Innovative
  • Pro-active and reliable
  • Able to work alone and within a team
  • Problem Solving and Complain Handling
  • Leadership
  • Multi-Tasking
  • Strong organizational and time management skills
  • OPERA, MARSHA, IMS, Virtual Concierge, Microsoft Office and other operating systems


Education or Certification
  • Good level of English essential
SPECIFIC DUTIES   The following are specific responsibilities and contributions critical to the successful performance of the position:
  • Be familiar with Hotel services, operational hours and ongoing promotions.
  • Have a thorough knowledge of JW Marriott Marquis Hotel product and services.
  • Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
  • Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes.   
  • Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings                       
  • Demonstrate and promote Quality Awareness amongst Front Office team. Seek ways to improve and maintain guest satisfaction scores for all front office sections.                        
  • Ensure Contingency Reports are regularly printed and filed accordingly.                       
  • Pre Block VIP and Marriott Elite members’ arrivals taking into account any special requirements.
  • Ensure that all arrivals, departures, no shows, extensions and OPERA related reservation amendments are performed on a timely manner in order to avoid further confusion to all reception associates.
  • Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.                 
  • Follow MRT program with housekeeping department.
  • Be fully aware of Credit Policy and supervise compliance, keeping manager and all concerned departments informed of any possible credit risks.
  • Supervise and arrange all “long stay guest” reservations. Payments, guarantees, contracts, extensions, outstanding balance and other requirements throughout their stay.
  • Have thorough knowledge of Cashing up procedure.                                                              
  • Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
  • Be in charge of virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments   
  • Supervise accurate and thorough Bucket Check.
  • Encourage all associates to keep working areas clean and tidy
  • Have a thorough knowledge of OPERA, MARSHA, IMS and other front office related operational software.
  • Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations
  • Participate in the training and development of Front Office Associates and provide training to associates when necessary       
  • Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
  • Support and practice Empowerment within the Front Office
  • Understand all front office sections and their operational requirements.
  • Be able to work shifts around the business needs to assist all front office sections.
  • Be reliever for the night supervisor when needed.
  • Be able to identify and resolve Guests problems and feedback  up to the guest satisfaction
  • Ensure that LEARN and 5W’s methods are followed whilst dealing with constructive guest feedback and ensure that all concerned application are filled and concerned departments are informed
  • Have a thorough knowledge of all Emergency Procedures

 



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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