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Front Desk Supervisor

United Arab Emirates - Dubai

Full job details

Recruiter
Marriott International - Middle East and Africa
Posted
20/09/2016
Ref
16001CX0
Location
United Arab Emirates - Dubai
Job Type
Front Office, Front Office Manager
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                                                                                  Supervise front desk associates to ensure all hotel policies, procedures, regulations and standards are followed. Ensuring that front desk operations runs smoothly in a professional manner at all times. Perform all front desk related responsibilities and duties when assigned or required. Assume leadership in the absence of front desk manager Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; SCOPE / BUSINESS CONTEXT
  • A Full Time position based at JW Marriott Marquis Dubai.
  • Number of Direct Reports - 1
  • Titles of Direct Reports – Front Desk Agent/Team Leader
CANDIDATE PROFILE Experience
:
  • Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential
  • Having an experience in similar position for at least 12 months preferred


Skills and Knowledge
  • Strong Communication skills (verbal, listening, writing)
  • Innovative
  • Pro-active and reliable
  • MICROS, OPERA, Guestware, Microsoft Office, FCS or telephone software and other related operating systems
  • Flexible and ability to work around the clock
  • Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
  • Strong problem-solving skills
  • Strong organization and working to deadline skills
  • Have a complete understanding of the Marriott Reward program
  • Deliver trainings
  •  

    Education or Certification
  • Good level of English essent
  • Be familiar with Hotel services, operational hours and ongoing promotions.
  • Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
  • Maintain good working relationship with all hotel departments.
  • 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 the shift. Monitoring it regularly during shift and responding to any changes.    
  • Ensure daily 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 desk team. Seek ways to improve and maintain guest satisfaction scores for all front desk associates.  
  • Ensure all require reports are printed, performed and filed according to the standards.                      
  • Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
  • Supervise VIP and Marriott Rewards Elite member arrivals. Ensure meet and greet for Elite member.
  • Ensure all guest requests are met and special requirements/preferences are taken into account.
  • Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
  • Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.                
  • Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.          
  • Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
  • Have a thorough knowledge on 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, Guestware and other front office related operational software.


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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