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Concierge Agent

4 weeks ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22217827

**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

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**JOB SUMMARY**

To welcome and escort our Guests, ensure that their luggage is handled as per brand standards of Marriott International, focus on ensuring that the highest levels of hospitality and service are provided. Represent concierge department in resolving any guest or hotel related situation. Maintain the flow of guest traffic and direct guests within the Lobby.

**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**:

- Similar experience, Traffic Management, local knowledge.

**Skills and Knowledge**
- Strong Communication skills (verbal, listening, writing), Innovative, Pro-active and reliable, Outgoing personality and outstanding guest service skills.
- Knowledge of local area, local attractions, entertainment and landmarks
- Hotel knowledge, Ability to work collaboratively with hotel service team in providing exceptional customer service
- Excellent telephone etiquette ,Strong problem-solving skills
- Strong organization and working to deadline skills

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

**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.
- 15/5 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.
- Check concierge area for cleanliness, loiters, clean desk, stationary, transportation revenue and other as required by operation.
- Brief associates for the shift and planned break times for the day based on operations.
- Keeps knowledge of all guest requests waiting and resolved by agents and converses and escalates with guest for an exempted waiting time.
- Interacts with guest, understands requirements and assist accordingly.
- Personally takes initiative to involve issues relevant to concierge operations.
- Conduct familiarization tour for new joiners and there training matrix follow ups.
- In depth knowledge of service notes, brand standards and hotel property for all queries.
- Takes high care of any guests property that is been handled by the concierge associates.
- Maintains brand ethics at concierge by being well groomed at all times.
- 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.
- Be fully aware of all safety and emergency procedures.
- Be security conscious at all times, inform manager of anything suspicious.
- Reports any accidents immediately to the management.
- Perform any reasonable request as directed by management.
- Actively participate in the Quality improvement process.
- Maintain close working relationships with other departments.
- Be confidential and respect the privacy of our Guests.
- Is informed about all transportation request of the day.
- Attending events briefing with Valet, concierge and leadership.
- Ensures availability of stationaries and there usage regularity for all guest interactions.
- Keeps informed Concierge Desk / Duty Manager for any incident.
- Report to work on time in proper, clean uniform with name tag.
- Personal appearance & grooming must confirm with standard.
- Be knowledgeable about hotel procedures and check all bulletins for information.
- Be flexible with regards to work schedule.
- Have Knowledge about city and local attraction to answer any guest query..

**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, professi

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