Welcome Arrival Ambassador

1 week ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22144238

**Job Category** Rooms & Guest Services Operations

**Location** The Westin Dubai Mina Seyahi Beach Resort & Marina, Dubai Marina, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

The Westin Welcome Host will be situated in the hotel main lobby providing a personalized service to all our guests coming through the lobby ensuring a high standard of quality experience at all times. He/ she always smiles, greets, shows direction to locations and provides information always reflecting a positive image to all customers.

**Key Performance Areas**:
**General**
- Reports to work within the requested time, prior to the commencement of duty, well groomed and dressed to the uniform standard.
- Demonstrates pride in the workplace with a high level of commitment.
- Treats all guests and colleagues in a polite and courteous manner at all times. Cooperates and assists all guests in a prompt, caring and helpful manner.
- Anticipates guest’s needs wherever possible and reacts to these to enhance guest satisfaction.
- Promotes a helpful and professional image to the internal and external customer.
- Ascertain a high degree of guest satisfaction (to receive zero complaints about your department).
- Uses guest names whenever appropriate.
- Has a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and function rooms.
- Is well informed about special functions and events held in the hotel on a daily basis.
- Is aware of the hotel management, their office location, role and availability.
- Complies with the hotel’s legal requirements for fire, bomb threats and Health & Safety and is aware of all emergency procedures.
- Attends all training sessions as required.
- Keeps work areas clean and tidy at all times.
- Is fully aware of the national history of Dubai, places of interest, shopping areas, etc.
- Maintains professional confidentiality and never discloses any secrets pertaining to the Company.
- Carries out any reasonable duties as requested by a senior manager.
- Ensures that brand standards and SOPs are followed as trained.

**Planning and Organizing**
- Welcomes customers walking through the lobby using the greeting of the day.
- Bids farewell to departing customers.
- Gives directions to the guests walking through the lobby and directs them towards the requested location.
- When there is more then one lobby host available and when possible escorts guests towards their requested location.
- Approaches guests in the lobby and queuing at any desks pro-actively offering assistance.
- Identifies all regular guests to ensure recognition upon arrival.
- Ensures the lobby area is always clean and tidy, furniture well arranged.
- Ensures that there is music playing in the lobby, pleasant in volume and style.
- Ensures that the flowers in the Lobby look fresh and pleasant.
- Ensures the Lobby is clean and

**Communication**
- Pass on guests’ complaints to the right managerial level.
- Is aware of the hotel occupancy and average room rate today, month to-date and performance against budget requirements and selling strategy.
- Liaises with all departments required to assist in the efficient, pleasant and comfortable arrival, stay, departure of our guests.
- Uses guest relations logbook for any notable comments to guarantee effective and seamless communication.
- Reports any maintenance faults to the Engineering Department and makes necessary follow-up.
- Proactively attends departmental briefings and communication meetings regularly.

**_Procedures and Controls_**
- Maximizes room sales and revenue and minimizes operational costs.

**Personnel and Development**
- Attends departmental and hotel trainings when scheduled and nominated.

**Key Competencies**

**Customer Focus**
- Actively seeks feedback from customers rather than wait for complaints.
- Critically evaluates one’s own performance and consistently sets high standards.
- Insists on clarity of roles, functions and tasks.
- Sets up and maintains systems of information, ensures procedures are being followed.
- Consistently produces error free output.
- Is always concerned with maintaining standards accuracy and quality.

**Team Work**
- Willing to share freely knowledge, information, ideas and experience to assist others.
- Gives credit and recognition to others.
- Talks frequently about the importance of considering other departments as part of the overall team.
- Works with and supports others as part of a team both within and across functions.
- Understands the needs to work together to create an environment of cooperation and mutual responsibility.
- Encourages two way communications, confirms the message has been understood and seeks feedback.
- Convey a message, verbally or in writing to both individual and groups.
- Shows awareness / sensitivity/ tolerance towards

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