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Guest Services Manager

  • , United Arab Emirates
  • Competitive

Job Number 22201331
Job Category Rooms & Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Responsible for supporting the Front Office operations of 1608 key hotel reporting into Front Office Manager. Key areas of accountability lying with Concierge, Bell Team, Doormen and Valet Team. Provide specialized technical, project, and administrative support to Subject Matter Experts in the implementation and sustainment of Rooms Operations Initiatives. As a key member of the Room Operations team, duties will include troubleshooting and problem solving for Rooms Operations service initiative projects. Fully versed on the Rooms Operations and Guest Services Brand Standards, Rooms / Guest Services Programs, Departmental Financial forecast and Marriott International's Quality Assurance process and program. Manage coordination and execution of discipline-specific training classes for Rooms and Guest Experience. Stay abreast in best in class Rooms and Guest Experience companies for relevant competitive intelligence on industry, competitor, and economic trends to provide insight to the discipline. Maintain close and productive working relationships with the experts to resolve hotel operational issues and participate in property visits as needed. Respond to and resolves operational concerns through Guest Voice or Social Media channels.

To supervise the concierge area and ensure efficiency and to maintain high standards of hospitality and service at all times, provide professional secretarial skills to the guests of the hotel, provide adequate information, anticipate guest needs and offer personalized service in order to ensure guest satisfaction

SCOPE / BUSINESS CONTEXT

  • A Full Time position based at JW Marriott Marquis Dubai.
  • Number of Direct Reports - 65
  • Titles of Direct Reports - Assistant Chief Concierge, Valet Manager (Outsourced), Concierge Supervisor, Front Drive Supervisor, Bell Captain, Do0r shift Leader, Bellmen, Concierge Team and Doormen.

CANDIDATE PROFILE

Experience:
  • Minimum of 1 year previous experience as Front Office Manager within a five star hotel
  • Five plus (5+) years in a senior level position directing guest service/Front Office initiatives for a Multi-Property hospitality industry

Skills and Knowledge
  • Comfortable at speaking in front of audiences ranging from less than 25 to 100+ people.
  • Passion for delivering great guest service
  • Clear and concise communication skills, both oral and written
  • Proven professional, tactful and diplomatic communication style
  • Ability to manage multiple priorities and compressed deadlines
  • Capacity to think quickly, problem solve and make sound business decisions
  • Comfortable with technology and leveraging it to improve our position in the market
  • Ability to facilitate a resolution to a problem, issue or event that is a source of conflict in an objective manner, remaining focused on outcomes while preserving positive working relationships.
  • Demonstrated strong partnering, coaching, and mentoring skills
  • Demonstrated ability to work as a team player
  • Proven ability to initiate, organize and complete multiple tasks in a timely manner
  • Proven experience in using technology to improve our position in the market
  • Demonstrated ability share creative and new ideas
  • Demonstrated aptitude for budgeting and scheduling

Education or Certification
  • Bachelor's Degree in Hospitality Management, Business Administration or equivalent combination of education and experience.

CORE WORK ACTIVITIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

Primary Tasks
  • Develop and/or maintain department procedures, metrics and key performance indicators to monitor and evaluate guest satisfaction, develop and measure improvement targets and achievements and/or support changing business requirements by consistently evaluating opportunities of enhancing excellent customer service throughout all properties.
  • Maintaining a clear work flow of daily front office operations; maximize operating potential for all office needs
  • Provide both internal and external customer service; answer incoming calls, and sort and distribute incoming emails
  • Coordinate and promote communication among all departments
  • Oversee office supplies, utilities, office equipment maintenance and shipping needs
  • Evaluate the effectiveness of the customer service operation and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers.
  • Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure competitive position and in anticipation of changing customer needs within the broad scope of the region .
  • Establish and carry out necessary controls and communication to meet high standards pertaining to employee morale, attitude, appearance, friendliness and courtesy in order to set guest service standards so that all associates are empowered to provide excellent customer service to our guests.
  • Develop Front Office training programs that support the development of an exceptional guest service program.
  • Develop an exceptional team dedicated to providing quality guest service and engaging interaction with general public. Support all guest service team members in providing inspirational service, while monitoring individual team member's performance to provide praise and constructive criticism.
  • Analyse customer feedback and provide strategic direction to continuously improve overall rating. Focus on low performing/scoring departments and assist with improvements.
  • Inform the executive team on all pertinent information related to business irregularities and problems as they occur along with recommendations and solutions.
  • Coordinate with Guest Relations team on all prep arrival and post departure communications, VIP amenities, in room check-ins.
    • Maintain a professional and courteous attitude towards all guests.
    • Have a throughout Knowledge with Check-in and check-out procedures, rooms type, location and rates.
    • Be familiar with the hotel services and hours of operations.
    • Be aware of ongoing functions and meetings.
    • Be familiar with the city events.
    • Be familiar with all local attractions, hotels, restaurants, etc...
    • Control all activities of concierge/business centre according to the posted rates and charge these accordingly.
    • Check all arrivals with airport pick-up requests and arrange Limousine
    • Understands and follows all call in procedure for all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
    • Participates as needed in the investigation of associate and guest accidents.
    • Understands and complies with loss prevention policies and procedures.
    • Supervises & assists all areas of the concierge under minimum supervision.
    • Serves as a leader in displaying outstanding hospitality skills.
    • Empowers associates to provide excellent customer service.
    • Observes service behaviours of associates and provides feedback to individuals.
    • Conducts monthly job chats, half yearly and yearly performance management along with the chief concierge.
    • Maintains high visibility in public areas during peak times.
    • Conduct leadership performance reviews for all direct Reports both midyear and Year end.
    • Provides immediate assistance to guests as requested.
    • Maintains a track of guest service engagement.
    • Reviews comment cards and guest satisfaction results with associates.
    • Leads by example for training and role plays for all guest related interactions.
    • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
    • Be able to perform any other duties as assigned.

MANAGEMENT COMPETENCIES

Leadership
  • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
  • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
  • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
  • Professional Demeanour - Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution
  • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships
  • Co-worker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
  • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.
  • Global Mind-set - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability
  • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise
  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
    • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
    • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
    • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
    • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
    • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

OTHER

Safety and Security
  • Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures
  • Follow company, hotel and department policies and procedures.
  • Follows Marriott International Hotels Limited Regional Office policies and procedures
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company 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 and Management.
  • Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication
  • 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.
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other employees to effectively exchange information.

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. Develop and maintain positive and productive working relationships with other employees and departments.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement
  • Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks
  • Enter and locate work-related information using computers and/or point of sale systems.
  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Read and visually verify information in a variety of formats (e.g., small print).
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.


Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatmentâ„¢.

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