Assistant Front Desk Manager

3 weeks ago


Dubai, United Arab Emirates Marriott International, Inc Full time

**Additional Information** Assistant Front Desk Manager

**Job Number** 23079254

**Job Category** Rooms & Guest Services Operations

**Location** Dubai Marriott Harbour Hotel & Suites, King Salman Bin Abdulaziz Al Saud Street Dubai Marina, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management
**JOB SUMMARY**

The individual will create professional relationships with guests leading to Marriott and property loyalty. The individual will assist our guests efficiently, courteously and professionally in all Front Office related functions, maintaining Marriott’s high standard of service at all times. Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks. Contact appropriate individual or department (e.g., Bellman, Housekeeping) as necessary to resolve guest call, request, or problem. Supervise and assist on all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key. Sell a room/accommodation to guests without reservations based on availability. Ensure rates match market codes and that any exceptions are documented. Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room.

Assist management in training, evaluating, counselling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Perform other reasonable job duties as requested by management
**SPECIFIC DUTIES**
- The following are specific responsibilities and contributions critical to the successful performance of the position:_

**Leading**
- Demonstrate commitment to the organization and its vision, mission and associate
- Supervising the Front Desk Supervisors & Associates in supplying the highest possible levels of customer care and service whether in the public eye or in the Heart of the House
- Assist FOM in daily operations
- Holds self and other associates accountable for achieving results
- Develop and train other associates
- Address conflicts in a timely manner
- Attend departmental meetings
- Actively solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the appropriate departments and Human Resources as necessary
- Assist as needed in the interviewing and hiring process
- Communicate openly with guest, associate and management
- To understand how the hotel Health and Safety Policy affects your department and how it links with the rest of the hotel
- Maintains Marriott Company SOP’s including Brand Standard Audit criteria ensuring standards are achieved during the shift
- Ensure associates are trained to the company standard including New Hire 90 day training, 15 minute short takes, statutory Fire, Health and Safety and any other training deemed necessary

**Customer Service**
- Executes and supports Customer Service Standards and hotel’s Brand Standards
- Participates in and practices daily service basics of the brand
- Ensure all guests who experience a problem receive an appropriate response; any promised compensation is delivered and appropriate follow up in a timely and professional manner
- Knows hotel rates, daily selling strategy, discounts and how to handle reservation queries
- Follow previously determined “on the day” sales strategy in order to achieve maximum optimum rate. Maximise sales through up-selling
- Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a continuing relationship and loyalty to Marriott
- Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their stay
- Handle walk-in guests, guest concerns and resolve any problems experienced by guests or visitors
- Have a comprehensiv



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