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Lead Navigator

United Arab Emirates - Dubai

Full job details

Marriott International - Middle East and Africa
United Arab Emirates - Dubai
Job Type
Front Office, Front Office Manager
Job Level
Description   You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You live life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.  

  Renaissance Navigators use their passion for discovery to add creativity and originality to the way they deliver unique and personalized experiences to guests and ambassadors alike.  The successful Navigator is an innovator, always challenging the status quo; they are relentless explorers, constantly seeking out the latest and greatest in local happenings; and of course they are relationship builders, continually nurturing and expanding their networks.    Renaissance guests are not looking for the typical tourist attractions, they are looking to experience the town as a local. So we are looking for an individual that is extremely passionate about the locale – someone who takes pride in their expertise, their community relationships, and their up-to-date knowledge of trends in food, wine, art, culture, and events.  The Navigator will use knowledge and expertise to build, maintain, and update a catalog of local offerings – from restaurants and bars, to shops and museum exhibits, and everything in between.  He or she will not only be responsible for delivering this information to guests, but also for educating other ambassadors so they can deliver this information to our discoverer guests as well.    No matter what position you are in, there are a few things that are critical to success: making sure you have a safe work environment, following company policies and procedures, ensuring your uniform and personal appearance are clean and professional, maintaining confidentiality, completing paperwork and documentation, and protecting company assets.  The essence of the Navigator role is about getting out from behind the Navigator desk (you’ll be sitting, standing, and walking around for most of your day) and taking a hands-on approach to your work (move, lift, carry, push, pull and place objects, 10 pounds or less, by yourself). Doing all of these things well (and other things that come your way) is the foundation of the job.  Ultimately, the real hallmark of the Navigator role is driving a best-in-class guest experience, inspiring guests and ambassadors alike to live life to discover. Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.Contact appropriate individual or department (e.g.,Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved.  Serve as a departmental role model or mentor; ensure employee compliance with company standards and policies external regulations. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors. Stay up to date with the happenings in town and brief the FO team accordingly. Always looks for new discoveries and keep the system updated. Interact with guests in the Lobby as appropriate.                         CRITICAL TASKS   Navigator Program
  • Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for Renaissance guests, and share this knowledge with other ambassadors.
  • Research the local area to stay up to date on unique attributes, happenings and offerings so that you are prepared to provide specific recommendations for guests.
  • Build and use personal and professional resources to offer unique recommendations.
  • Communicate recommendations in a way that builds excitement and interest among guests and ambassadors.
  • Build/contribute to the database of attractions and recommendations to build expertise across the property and the Navigator program in general.
Guest Relations
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, GUESTWARE) to resolve issues, delight
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings. 
  • Anticipate guests' needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Use cues to surprise and delight guests, customizing experiences and offering them information based on what you learn about them.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Assist other ambassadors to ensure proper coverage and prompt guest service.
Guest Services
  • Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
  • 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.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
  • Support all co-workers and treat them with dignity and respect.
  • Develop and maintain positive and productive working relationships with other ambassadors and departments.
  • Handle sensitive issues with ambassadors and/or guests with tact, respect, diplomacy, and confidentiality.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
Safety and Security
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Maintain awareness of undesirable persons on property premises.
Policies and Procedures
  • Protect the privacy and security of guests and coworkers.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department 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.
Physical Tasks
  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Enter and locate work-related information using computers and/or point of sale systems.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
    CRITICAL COMPETENCIES   Interpersonal Skills
  • Customer Service Orientation
  • Team Work
  • Diversity Relations
  • Interpersonal Skills
  • Communication
  • English Language Proficiency
  • Listening
  • Telephone Etiquette Skills
  • Applied Reading
Personal Attributes
  • Positive Demeanor
  • Presentation
  • Integrity
  • Dependability
  • Adaptability/Flexibility
  • Multi-Tasking
  • Time Management
      PREFERRED QUALIFICATIONS Education High school diploma/G.E.D. equivalent Related Work Experience
No related work experience is required Supervisory Experience No supervisory experience is required  

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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