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Guest Relations Supervisor

United Arab Emirates - Dubai

Full job details

Recruiter
Renaissance Downtown Hotel Dubai
Posted
01/12/2016
Ref
160017Y9
Location
United Arab Emirates - Dubai
Job Type
Front Office, Guest Relations Manager
Sector
Other
Job Level
Non-Management
 

Job Description

 

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.  
Qualifications

  Respond to any questions from guests, and follow up with guests to ensure their requests have been met to their satisfaction. Take and confirm reservations and cancellations. Supply guests with information regarding property amenities, services, room features, and local areas of interest and activities. Respond to guest 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. Contact appropriate individual or department as necessary to resolve guest requests.   Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. 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; prepare and review written documents accurately and completely; 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. Ensure adherence to quality expectations and standards; identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.                           CRITICAL TASKS   Safety and Security
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Perform other reasonable job duties as requested by Supervisors.
Communication
  • Provide assistance to coworkers, ensuring they understand their tasks.
Assists Management
  • Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
Working with Others
  • Support all co-workers and treat them with dignity and respect.
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Physical Tasks
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Greet/Escort Guests
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
Guest Services
  • Make pre-arrival, midstay, and post-stay calls to guests to ensure needs are met.
  • Compile and distribute list of anticipated services and amenities to relevant departments.
  • Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
  • Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
    CRITICAL COMPETENCIES   Analytical Skills
  • Computer Skills
Interpersonal Skills
  • Customer Service Orientation
  Communications
  • Writing
  • English Language Proficiency
Administration
  • Typing
  • Microsoft Office
      PREFERRED QUALIFICATIONS Education High school diploma/G.E.D. equivalent Related Work Experience
At least 1 year of related work experience Supervisory Experience At least 1 year of supervisory experience                                                        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.