Guest Experience Admin

3 weeks ago


Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22149330

**Job Category** Rooms & Guest Services Operations

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

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

To be fully responsible for the smooth and efficient arrival and departure planning of all guests. Responsible for pre-arrival communication for VIPs and Penthouse bookings. Prepares for all VIP arrivals and departures and meet & greets. Proactively ensures guests’ needs are met and exceeded at all times. Responsible for admin daily tasks, completion for check lists, pre-arrival and post arrival to manage and effective distribution to ensure proper resolution of any guest concerns.

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

CANDIDATE PROFILE

**Experience**:

- Customer services/contact.
- Hotel/hospitality experience especially in the Middle East will be an added value

Skills and Knowledge
- Communication skills
- Computer literate; MS Office, MS Excel, MS Word, MS Power Point & knowledge of Opera and Marsha is mandatory MS Office, English language (written and spoken)

Education or Certification
- Good level of English essential

SPECIFIC DUTIES

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

- Prepare for VIP arrivals for the current day and also tomorrow
- Assign room and place OOS the day prior depending on the guest preferences and hotel inventory
- Ensure all welcome packs are completed
- Ensure all pre-arrival communication information is updated in Opera
- Ensure amenities are in the room prior to guests arrival
- Merge profiles to ensure missing stay's with Marriott rewards are reduced
- Controlling Rooms Division amenities
- Communication with IRD to ensure timely delivery of amenities
- Using Micros system to place orders
- Controlling costs by tracking amenity consumption
- Provide hotel management a condensed informative document regarding the VIP's for today and tomorrow
- Maintain strong positive relationships with Housekeeping and Engineering regarding VIP rooms
- Daily communication with IRD providing amenity forecasts.
- Traces are used in Opera; placing them for follow up, resolving them once completed
- Ensuring Executive Committee members are aware of VIPs and coordinating personalized requests and communication
- Providing internal communication through effective handover's
- Preparing and utilizing Coversheets ensuring all guest information is included
- Assigning VIP status, organizing amenities and providing pre-arrival communication for Long Stay bookings
- Assigning VIP status, organizing amenities and providing pre-arrival communication for Repeat guests on their milestone stay
- Ensure ETA's are gained for all bookings through pre-arrival communication to ensure a smooth arrival experience
- Update Manager On Duty issues into guest Opera profiles ensuring all information is retained for future stay's
- Silver Marriott Reward members are highlighted, prepared for and also courtesy call completed to ensure maximum satisfaction
- Preferences identified for Thoughtful gestures to be completed
- Highlight, prepare and oversee the arrival experience for 2 and 3 bedroom suite bookings, ensuring all team members are aware
- Initiate and Involve in additional projects and duties as assigned by leaders and ensure the tasks are done within the deadline
- Complete any additional tasks assigned by Managers / supervisors or team leaders efficiently in order for smooth functioning of the department

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, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors and Management.
- Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service)


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