Guest Experience Team Leader

2 weeks ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 23035284

**Job Category** Rooms & Guest Services Operations

**Location** JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

To welcome and escort our Guests, ensure that their arrival/departure is engaged and handled as per brand standards of Marriott International, focus on ensuring that the highest levels of hospitality and service are provided. Represent hotel Guest Relations section in resolving any guest or hotel related situation. Maintain the flow of guest traffic, maintaining interaction, and direct guests within the Lobby and Breakfast Areas. Supply guests with directions and information regarding property and local areas of interest.

**SCOPE / BUSINESS CONTEXT**
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 0
- Titles of Direct Reports - 0

**CANDIDATE PROFILE**

**Experience**:

- Previous experience working within a similar role in a 5-star environment preferred
- Hotel/hospitality experience in the Middle East will be an added value

**Skills and Knowledge**
- **Strong Communication skills (verbal, listening, writing), innovative, pro-active and reliable, outgoing personality and outstanding guest service skills.**:

- Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants.
- Professional image and personality including confidence.
- Knowledge of local area, local attractions, entertainment and landmarks
- Knowledge of hotel room types, layouts and features
- **Ability to work collaboratively with hotel service team in providing exceptional customer service.**:

- **Excellent telephone etiquette, Strong problem-solving skills.**:

- **Strong organization, planning and working to deadline skills.**:

- Have a complete understanding of the Marriott Bonvoy program.
- Ability to use Opera, GXP and other operating systems

**Education or Certification**
- **Higher Secondary Education.**:

- Good level of English essential - both written and spoken.

**SPECIFIC DUTIES**
- The following are specific responsibilities and contributions critical to the successful performance of the position:_
- Welcome all guests with a smile and maintain a professional approach at all times.
- Ensuring the authentic service representation in lobby are inline and consistent service.
- Establish a positive relationship with repeat guests whilst maintaining a professional and attentive manner.
- Maintain confidentiality of all guest information.
- 15/6 rule is followed by own self and all associates for all guests interactions.
- Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedure and events.
- Attend the shift briefing, daily 15 minutes training and front office monthly meeting.
- Be flexible in regards to work schedule.
- Strive to represent Marriott in the most professional manner at all times.
- Check guest relation amenities, GXP cases and other as required by operation.
- Keep yourself informed with all VIP arrivals.
- Managing the efficiency of engagement and closer of the cases.
- Decision maker for lobby traffic escalation to senior leaders of Front office.
- Be the driving force at guest relations to meet and greet all guest arriving and departing from the hotel.
- Monitors group movements to arrange human signage for at lift landing areas.
- Assist with hospitality audits and conduct on bi weekly basis.
- Keeps knowledge of all guest requests waiting, resolved by agents and converses, and escalate with guest for an exempted waiting time.
- Interacts with guest at breakfast areas for wellness during stay, understands requirements and assist accordingly.
- Personally takes initiative to involve issues relevant to guest relations operations
- Conduct familiarization tour for new joiners and there training matrix follow-ups.
- Maintains accuracy of break timings and serve themselves as a role model for others.
- Takes initiative through empowerment, ensures guests satisfaction and conducts briefing as and when requested.
- Be familiar with local area and location of company offices, banking institutions, Shopping malls, Restaurants, etc.
- Is informed about all elite members’ arrivals of the day.
- Craft tailor-made amenities for guest based on their special occasions.
- Ensures availability of stationaries and there usage regularity for all guest interactions.
- Keeps informed Front Desk Manager / Duty Manager for any incident.
- Personal appearance & grooming that complies with standard.
- Takes initiatives to book hotel restaurants and outlets.
- Keenly focused guest voice matrix and its requirement.
- Be flexible about work schedule.
- Have knowledge about the city and local attraction to answer any guest query.

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