Front Office Supervisor

2 weeks ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 22207604

**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

***JOB SUMMARY**

Supervise front desk associates to ensure all hotel policies, procedures, regulations and standards are followed. Ensuring that front desk operations runs smoothly in a professional manner at all times.

Perform all front desk related responsibilities and duties when assigned or required. Assume leadership in the absence of front desk manager

**SCOPE / BUSINESS CONTEXT**

Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs;
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 3

Titles of Direct Reports - Front Desk Agent/Team Leader (Front Desk & Rooms Controller)

**CANDIDATE PROFILE**

**Experience**:
- Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential
- Having an experience in similar position for at least 12 months preferred

Skills and Knowledge

Strong Communication skills (verbal, listening, writing)- Innovative
- Pro-active and reliable
- MICROS, OPERA, MARSHA, GXP, Microsoft Office, FCS or telephone software and other related operating systems Flexible and ability to work around the clock
- 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
- Have a complete understanding of the Marriott Reward program Deliver trainings

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:_
- Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
- Maintain good working relationship with all hotel departments.
- Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
- Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
- Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
- Demonstrate and promote quality awareness amongst front office associates (Front Desk and Rooms Controller Team). Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
- Ensure all require reports are printed, performed and filed according to the standards.
- Ensure smooth check-in and check-out of all guests (including group check ins), and proper handling of all guest accounts.
- Supervise VIP and Marriott Bonvoy Elite member arrivals. Ensure meet and greet for Elite member.
- Ensure all guest requests are met and special requirements/preferences are taken into account
- Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
- Assuring that all front office associates (Front Desk and Rooms Controller Team) are continually updated with hotel promotions, rates, packages and discounts
- Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
- Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
- Be fully aware and lead the Marriott ISRA and CSAT Audit Reports. In addition, ensuring that FO is always in compliance with the set audit points.
- Be familiar and promote Marriott Bonvoy Program and encourage all front office associates in order to achieve monthly target.
- Be in charge of the MRT/PPM program with housekeeping and Engineering departments
- Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments.
- Supervise accurate and thorough Bucket Check.
- Encourage all associates to keep working areas clean and tidy.
- Have a thorough knowledge of OPERA, MARSHA, IMS, GXP and other front office related operational software.
- Be familiar with all Job aids and L.S.O.P.s relating to the front office operations
- Participate in the training and development of front office associates (Front Desk and Rooms Controller Team) and provide training to associates when necessary
- Be aware of remedial steps to be taken to rectify Housekeep

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