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Guest Relations Agent

United Arab Emirates - Dubai

Full job details

Recruiter
Marriott International - Middle East and Africa
Posted
20/09/2016
Ref
16000RTD
Location
United Arab Emirates - Dubai
Job Type
Front Office, Guest Relations Officer
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  Serving guest at the front desk, executive lounge reception and main lobby while providing the highest level of service possible in an efficient courteous and professional manner by following Marriott Standards of aggressive hospitality and adhering to procedures.   Candidate Profile Experience
College Graduate-Preferred Hotel School is an added advantage-Preferred  

Skills and Knowledge
Excellent command of English oral and written communication skills – Arabic or other European Language is an added advantage Diplomatic Tolerant for all guests and colleagues (regardless of race, sex , color or religion) Positive Proactive & responsible Ability to take simple decisions Friendly & a people person Fast Learner Team player Able to get on well with people from many different backgrounds Able to work under pressure at times Ability to handle multitasks at the same time Able to do shift work Ability to handle cash Ability to “sell” Knowledge of Dubai is preferred but not essential Basic accounting skills   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 Functions  
  • Report to work on time in proper, clean uniform with name tag
  • Personal appearance & grooming must confirm with standard
  • Handle all duties according to hotel policies and procedures
  • Be Knowledgeable about hotel procedures and check all bulletins for info
  • Get a daily briefing about all special events
  • Have knowledge about all room rates , discounts and promotions and know how to handle it
  • Have knowledge about all guest rooms , features and amenities plus all services offered by the hotel
  • Check in all the guest according to SOP & LSOP
  • Follow all cash handling and banking and be able to check out all guests properly
  • Each associate is expected to carry out any request by management which the associate is capable of performing
  • Operate MARSHA / OPERA and other systems as required
  • Take new / same day reservations and know how to operate MARSHA
  • Perform guest registration and room assignment and accommodate special requests of all customers
  • Be knowledgeable of Marriott Rewards , Elite program and other Frequent flyer programs as required
  • Know how to follow all hospitality guidelines
  • Answer the telephone according to telephone etiquette
  • Know how to handle safety deposit boxes
  • Handle mail and messages properly and on a confidential basis
  • Ensure cleanliness of work areas at all times
  • Utilize spare time for cleaning
  • Keep all equipment clean at all times
  • Assist all guests in problems and questions as required
  • Ensure that all guest problems are solved by using GUEST RESPONSE procedures
  • Assist fellow associates on their jobs to ensure completion of all jobs on time
  • Have knowledge of all emergency procedure and know how to act on them
  • Be flexible with regards to work schedule
  • Use password with discretion
  • Log off your terminal when leaving your work area
  • Have knowledge about the city and local attraction to answer any guest query
  • Ensure proper credit when checking out the guest and produce zero balance invoice
  • Handle late charges according to procedures
  • Bank out at the end of the shift by following the blind shift closing procedures strictly
  • Front desk leader will always verify your shift closing
  • When leaving your area you must secure your cash drawer by locking it
  • Report any unusual occurrence or requests to the manager
  • At all times strive to be an ambassador for Marriott
  • Be disciplined at all times , stand alert and tall at the front desk
  • Greet guests immediately and offer assistance before guests ask you
  • Focus  your total attention to your customers
  • Be familiar with daily checklists of your shift to ensure smooth operations
 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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