Marriott Executive Lounge Agent in Dubai, United Arab Emirates

Job Number 19000ELL

Job Category Rooms and Guest Services Operations

Location JW Marriott Marquis Hotel Dubai, Dubai, United Arab Emirates VIEW ON MAP

Brand Marriott Hotels Resorts /JW Marriott

Schedule Full-time

Position Type Non-Management/Hourly

Start Your Journey With Us

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

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 Treatment™.

JOB SUMMARY

Focuses on delivering exceptionally personalized experience for JW Executive Lounge guests and Marriott Rewards Platinum Guests. Responsible for pre-arrival communication with Executive Lounge Guests and arranging for all guest requests and preferences. Process all Executive Lounge guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assists with food and beverage service and set-up in the Executive Lounge.

Assists Reception Lobby when needed.

SCOPE / BUSINESS CONTEXT

  • A Full Timeposition based at JW Marriott Marquis Dubai.

  • Number of DirectReports - 0

  • Titles of DirectReports – n/a

CANDIDATE PROFILE

Experience:

  • Customerservices/contact.

  • Hotelexperience will be an added value, experience in the Middle East.

  • Preferred experience/backgroud of Receptionist/GuestRelation

Skills and Knowledge

  • Excellent communication skills

  • Computer and MS office literate

  • Opera skills will be an added value

  • English language (written and spoken)

Education or Certification

  • Good level of English essential

  • High School, Diploma, Degree education or equivalent required

SPECIFIC DUTIES

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

  • Ensure all relevant SOP’s are adheredto, to ensure consistent levels of services are maintained at all times.

  • To be a champion of GSS keydrivers: “Staff anticipated guest needs” and “problem was resolved on firstcontact”.

  • To be a part of the campaign tocollect as many GSS as possible, without going against the GSS SOP.

  • Due to the nature of ourbusiness, to understand that work schedules and demands of the position mayvary from time to time.

  • To have knowledge of hotel rates, packages,discounts and vouchers.

  • To have knowledge of room types and locationswithin the hotel.

  • To ensure that all Guests receivepersonal service to the highest degree of courtesy and to be informed of thehotel’s facilities.

  • Protect guest and associate security by neverrevealing any personal information, room numbers, addresses, telephone numbersetc. unless authorised by a manager.

  • To ensure that a good relationship is kept betweenall other departments.

  • Report any unusual occurrences and/or requests to amanager.

  • Perform any reasonable request as directed bymanagement.

  • Ensure the cleanliness and neatness of the Executive Lounge areas.

  • Man the guest relations desk in the lobby/executivelounge.

  • Prepare VIP arrival reports and share those withthe hotel staff.

  • Maintain high standards of personal hygiene and adhereto grooming standards at all times.

  • Hand over any relevant information with necessarydepartments and associates.

  • To have full knowledge of EmpowerGuest Experience and to use information daily forfollow up.

  • Attend daily/weekly/monthlydepartmental meetings and contribute with the acquired knowledge.

  • Conduct daily courtesy/departurecalls.

  • Escort guests to their roomswhilst promoting the hotel and following all necessary procedures.

  • Play and active role in theimplementation of new procedures and services.

  • Conduct room inspections andcoordinate your findings with the necessary departments.

  • To take over the tasks of the Executive Lounge Team Leader/Supervisor in their absence(including but not limited to GSS Weekly Reports, attendance of the DailyBriefings, Empower Guest Experience weekly reports, Guest Correspondence)

  • To ensure that all Guestconcerns, complaints and compliments are actioned and addressed in anappropriate manner, logged in guest profile and Empower GuestExperience.

  • To liaise with the Executive Lounge Leaders to ensure that information is communicatedefficiently but not duplicated.

  • To assist Guests with generalenquires and any other reasonable service requested by guests.

  • To assist in check-in andcheck-out if the Front Desk / ReceptionLobby areoverloaded/understaffed.

  • Ensure all guests are welcomedaccording to the JW Marriott Welcome Experience.

  • Review the trends of arrivals anddeparture and schedule him/herself accordingly.

  • Be familiar with all localattractions, hotels, restaurants, etc.

  • Ensure logs are maintained andput in proper use:

  • Daily activities log

  • Handover log

  • Courtesy calls and Guest Engagement log

  • Coordinate with Transportationand airport desk to ensure timely pick-up and drop-off of guests, if required

  • Be aware of VIP arrivals

  • Balance Scorecard Results : Implementsstrategies and executes activities to drive and continuously improve financialresults, guest satisfaction, human capital index and market share.

OTHER

Safety and Security

  • Reportwork related accidents, or other injuries immediately upon occurrence tomanager/supervisor.

  • Followcompany and department safety and security policies and procedures to ensure aclean, safe, and secure environment.

  • NotifyLoss Prevention/Security of any guest reports of theft.

Policies and Procedures

  • Followcompany, hotel and department policies and procedures.

  • Follows Marriott International Hotels LimitedRegional Office policies and procedures

  • Protectthe privacy and security of guests and coworkers.

  • Maintainconfidentiality of proprietary materials and information.

  • Ensureuniform, nametags, and personal appearance are clean, hygienic, professionaland in compliance with company policies and procedures.

  • Protectcompany tools, equipment, machines, or other assets in accordance with companypolicies and procedures.

  • Performother reasonable job duties as requested by Supervisors and Management.

  • Workinghours as required to do your job but normally not less than 48 hours per week.

Guest Relations

  • Activelylisten and respond positively to guest questions, concerns, and requests usingbrand or property specific process (e.g., LEARN, JW Symphony of Service) toresolve issues, delight, and build trust.

  • Assistother employees to ensure proper coverage and prompt guest service.

  • Anticipateguests' service needs, including asking questions of guests to betterunderstand their needs and watching/listening to guest preferences and actingon them whenever possible.

  • Addressguests' service needs in a professional, positive, and timely manner.

  • Engageguests in conversation regarding their stay, property services, and areaattractions/offerings.

  • Thankguests with genuine appreciation and provide a fond farewell.

  • Welcomeand acknowledge each and every guest with a smile, eye contact, and a friendlyverbal greeting, using the guest's name when possible.

  • Supplyguests/residents with directions and information regarding property amenities,services, and hours of operation, and local areas of interest and activities.

Communication

  • Answertelephones using appropriate etiquette including answering the phone within 3rings, answering with a smile in one's voice, using the callers' name,transferring calls to appropriate person/department, requesting permissionbefore placing the caller on hold, taking and relaying messages, and allowingthe caller to end the call.

  • Speakto guests and co-workers using clear, appropriate and professional language.

  • Talkwith and listen to other employees to effectively exchange information.

Working with Others

  • Supportall co-workers and treat them with dignity and respect.

  • Handlesensitive issues with employees and/or guests with tact, respect, diplomacy,and confidentiality. Develop and maintain positive and productive workingrelationships with other employees and departments.

  • Partnerwith and assist others to promote an environment of teamwork and achieve commongoals.

Quality Assurance/Quality Improvement

  • Complywith quality assurance expectations and standards, e.g. GuestVoice and JWMarriott Brand Standard Audit.

  • Ensurethat all assigned and or mandatory trainings are completed on time.

Physical Tasks

  • Enterand locate work-related information using computers and/or point of salesystems.

  • Stand,sit, or walk for an extended period of time or for an entire work shift.

  • Readand 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 10pounds without assistance.

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