Guest Services Manager

2 weeks ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22201331

**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** Management

**JOB SUMMARY**

Responsible for supporting the Front Office operations of 1608 key hotel reporting into Front Office Manager. Key areas of accountability lying with Concierge, Bell Team, Doormen and Valet Team. Provide specialized technical, project, and administrative support to Subject Matter Experts in the implementation and sustainment of Rooms Operations Initiatives. As a key member of the Room Operations team, duties will include troubleshooting and problem solving for Rooms Operations service initiative projects. Fully versed on the Rooms Operations and Guest Services Brand Standards, Rooms / Guest Services Programs, Departmental Financial forecast and Marriott International’s Quality Assurance process and program. Manage coordination and execution of discipline-specific training classes for Rooms and Guest Experience. Stay abreast in best in class Rooms and Guest Experience companies for relevant competitive intelligence on industry, competitor, and economic trends to provide insight to the discipline. Maintain close and productive working relationships with the experts to resolve hotel operational issues and participate in property visits as needed. Respond to and resolves operational concerns through Guest Voice or Social Media channels.

To supervise the concierge area and ensure efficiency and to maintain high standards of hospitality and service at all times, provide professional secretarial skills to the guests of the hotel, provide adequate information, anticipate guest needs and offer personalized service in order to ensure guest satisfaction

**SCOPE / BUSINESS CONTEXT**
- A Full Time position based at JW Marriott Marquis Dubai.
- **Number of Direct Reports - **65**:

- **Titles of Direct Reports** - Assistant Chief Concierge, Valet Manager (Outsourced), Concierge Supervisor, Front Drive Supervisor, Bell Captain, Do0r shift Leader, Bellmen, Concierge Team and Doormen.

**CANDIDATE PROFILE**

**Experience**:

- Minimum of 1 year previous experience as Front Office Manager within a five star hotel
- Five plus (5+) years in a senior level position directing guest service/Front Office initiatives for a Multi-Property hospitality industry

**Skills and Knowledge**
- Comfortable at speaking in front of audiences ranging from less than 25 to 100+ people.
- Passion for delivering great guest service
- Clear and concise communication skills, both oral and written
- Proven professional, tactful and diplomatic communication style
- Ability to manage multiple priorities and compressed deadlines
- Capacity to think quickly, problem solve and make sound business decisions
- Comfortable with technology and leveraging it to improve our position in the market
- Ability to facilitate a resolution to a problem, issue or event that is a source of conflict in an objective manner, remaining focused on outcomes while preserving positive working relationships.
- Demonstrated strong partnering, coaching, and mentoring skills
- Demonstrated ability to work as a team player
- Proven ability to initiate, organize and complete multiple tasks in a timely manner
- Proven experience in using technology to improve our position in the market
- Demonstrated ability share creative and new ideas
- Demonstrated aptitude for budgeting and scheduling

**Education or Certification**
- Bachelor’s Degree in Hospitality Management, Business Administration or equivalent combination of education and experience.

**CORE WORK ACTIVITIES**
- The following are specific responsibilities and contributions critical to the successful performance of the position:_

**Primary Tasks**
- Develop and/or maintain department procedures, metrics and key performance indicators to monitor and evaluate guest satisfaction, develop and measure improvement targets and achievements and/or support changing business requirements by consistently evaluating opportunities of enhancing excellent customer service throughout all properties.
- Maintaining a clear work flow of daily front office operations; maximize operating potential for all office needs
- Coordinate and promote communication among all departments
- Oversee office supplies, utilities, office equipment maintenance and shipping needs
- Evaluate the effectiveness of the customer service operation and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers.
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processe

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