At Your Service Team Leader

6 days ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22145431

**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

**JOB SUMMARY**

Serve as the main point of contact for all guest requests and needs, including answering calls, dispatching requests and following up to ensure satisfaction with result. Ensure handling all guest requests as well as taking guest orders.

**SCOPE / BUSINESS CONTEXT**

The agent must exhibit courteous hospitality at all times and fully own each guest issue up to guest highest satisfaction. When in communication with the guest, the agent must be proactive in every area, including offering additional services. Responsible for on job training for all new At Your Service Agents/ runners.
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 2**CANDIDATE PROFILE**

Titles of Direct Reports - At Your Service Agents & Runners

**Experience**:
having an experience in similar position for at least 12 months/ senior agent in big volume hotel with a great deal interpersonal skills.

Skills and Knowledge
- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- Able to work alone and within a team
- OPERA, GXP, Microsoft Office, AVAYA, ResPak and other related operating systems
- Flexible and ability to work around the clock.

Education or Certification
- Bachelor/ Diploma in Hospitality or related categories**SPECIFIC DUTIES**

Good level of English essential
- The following are specific responsibilities and contributions critical to the successful performance of the position:_
- Attend to each call in a courteous and efficient manner, using correct telephone etiquette according to the Marriott International standards.
- Dispatch appropriate personnel to satisfy guest requests and resolve guest issues.
- Maintain a log of all guest requests as well as guest response. Information should include:

- Guest name, room number and folio number
- Service request issue
- Time of call
- Agent name
- Action taken / resolution
- Follow up information, including final status
- Maintain and be familiar with a directory of information within the hotel and local area information.
- Local hotels, address, telephone and fax numbers
- Travel agencies, Airlines, Car rentals, Taxi and limousine services
- Money exchanges, Bank and automated teller machines (ATMS)
- Be familiar all outlets information - Property owned and outsourced outlets and Local restaurants, Names, Types of cuisine, type of food, price & Opening/Closing Hours.
- Local attractions, hours, prices
- Houses of worships, hours of services
- Shopping facilities, Government offices, Emergency numbers
- Assist in maintenance of trackers (Excel formats, hard copies) to note any outstanding issues, supply shortages and weekly requisition, etc.
- Maintain a handover log for the next shift, noting any services that are pending to ensure follow up.
- Utilizing all available resources, follow up on previous shift requests are pending issues.
- Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
- Be familiar with all SOPs, LSOPs and Job aids relating to the front office operations
- Have a thorough knowledge of all Emergency Procedures
- Regularly conduct PCI and hospitality audits in order to ensure compliance according to Marriott International standards.
- Be fully aware of the Marriott Brand standard compliance requirements for all front office sections.
- Be security conscious at all times and inform Manager on Duty of anything suspicious
- Have strong organizational skills; always practice “Clean as you go”
- Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel.
- At all times strive to represent Marriott in the most professional, courteous manner.
- Be flexible to work various shifts around the business needs to assist all front office sections
- Be proactive in your job, giving proper handover to other colleagues/department head and to follow through.
- Showing positive attitude and inculcating the same within the team members.
- Be able to perform any additional scope of duties if requested by the Management.
- Updating ResPak bookings correct details of the guests - is first priority on opening shift and closing shift.
- Guest comment cards must be monitored daily basic.
- Taking reservations - ResPak must be opened. When taking reservations including any special occasion, Request and food allergies must verified. If ResPak is not available, bookings must be taking note on tentatively. Callback procedure must be made to ensure booking is in placed after encoding the reservations. All reservations taken before the date of the event is considered tenta

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