Additional Information Assistant Front Desk Manager
Job Number 23079254
Job Category Rooms & Guest Services Operations
Location Dubai Marriott Harbour Hotel & Suites, King Salman Bin Abdulaziz Al Saud Street Dubai Marina, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Located Remotely? N
Position Type Non-Management
The individual will create professional relationships with guests leading to Marriott and property loyalty. The individual will assist our guests efficiently, courteously and professionally in all Front Office related functions, maintaining Marriott’s high standard of service at all times. Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bellman, Housekeeping) as necessary to resolve guest call, request, or problem. Supervise and assist on all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room.
Assist management in training, evaluating, counselling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. 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. Ensure adherence to quality expectations and standards. Perform other reasonable job duties as requested by management
The following are specific responsibilities and contributions critical to the successful performance of the position:
Demonstrate commitment to the organization and its vision, mission and associate
Supervising the Front Desk Supervisors & Associates in supplying the highest possible levels of customer care and service whether in the public eye or in the Heart of the House
Assist FOM in daily operations
Holds self and other associates accountable for achieving results
Develop and train other associates
Address conflicts in a timely manner
Attend departmental meetings
Actively solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the appropriate departments and Human Resources as necessary
Assist as needed in the interviewing and hiring process
Communicate openly with guest, associate and management
To understand how the hotel Health and Safety Policy affects your department and how it links with the rest of the hotel
Maintains Marriott Company SOP’s including Brand Standard Audit criteria ensuring standards are achieved during the shift
Ensure associates are trained to the company standard including New Hire 90 day training, 15 minute short takes, statutory Fire, Health and Safety and any other training deemed necessary
Executes and supports Customer Service Standards and hotel’s Brand Standards
Participates in and practices daily service basics of the brand
Ensure all guests who experience a problem receive an appropriate response; any promised compensation is delivered and appropriate follow up in a timely and professional manner
Knows hotel rates, daily selling strategy, discounts and how to handle reservation queries
Follow previously determined “on the day” sales strategy in order to achieve maximum optimum rate. Maximise sales through up-selling
Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a continuing relationship and loyalty to Marriott
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their stay
Handle walk-in guests, guest concerns and resolve any problems experienced by guests or visitors
Have a comprehensive knowledge of the hotels facilities and any promotions taking place so as to offer information to guests
Sets a positive example for guest relations
Be a leader in displaying outstanding hospitality skills
Effectively handles guest problems and complaints
Actively listen and respond positively to guest questions, concerns and request by using the property specific process (e.g LEARN, Guest Response)
Knows Brand Standard Procedures
Observes service behaviour of associates and provides feedback to individuals; continuously strives to improve customer service
Records guest issues in the Guest Response tracking system
Emphasize Guest Satisfaction in all departmental meetings
Be a GSS champion and communicate satisfaction results, issues daily with associates
Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints
Performs other duties as assigned to meet business needs
To ensure that the Police CID Reporting System is updated hourly each day with proper process in place for 100% compliance and capturing of all guest records. This includes arrivals, departures, room moves & the number of guests per room.
To ensure that DTCM reports are daily submitted as required by no later than 12pm each day. 100% compliance with this timeline is required
Works hours as required, normally not less than 48 hours per week
Complies with Marriott International Hotels Limited policies and procedures
Related: General Assistant Job – Emirates Flight Catering Dubai
Performs other related tasks as assigned by management.
Complies with Marriott International Hotels Limited Regional Office policies and procedures.
Working hours as required to do your job but normally not less than 48 hours per week.
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 Treatment™.
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