Executive Lounge Agent

**Job Number** 22217786

**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

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**JOB SUMMARY**

Focuses on delivering exceptionally personalized experience for JW Executive Lounge guests and Marriott Bonvoy Platinum, Titanium and Ambassador. Responsible for pre-arrival communication with Executive Lounge Guests and arranging for all guest requests and preferences. Process all Executive Lounge guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns.

Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveller’s checks. Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.

Assists with food and beverage service and set-up in the Executive Lounge.

Assists Reception Lobby when needed.

**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 experience will be an added value, experience in the Middle East.
- Preferred experience/background of Receptionist/Guest Relation

**Skills and Knowledge**
- Excellent communication skills
- Computer and MS office literate
- Opera skills will be an added value
- English language (written and spoken)

**Education or Certification**
- Good level of English essential
- High School, Diploma, Degree education or equivalent required

**SPECIFIC DUTIES**
- The following are specific responsibilities and contributions critical to the successful performance of the position:_
- Ensure all relevant SOP’s are adhered to, to ensure consistent levels of services are maintained at all times.
- To be a champion of GSS key drivers: “Staff anticipated guest needs” and “problem was resolved on first contact”.
- To be a part of the campaign to collect as many GSS as possible, without going against the GSS SOP.
- Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time.
- To have knowledge of hotel rates, packages, discounts and vouchers.
- To have knowledge of room types and locations within the hotel.
- To ensure that all Guests receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities.
- Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager.
- To ensure that a good relationship is kept between all other departments.
- Report any unusual occurrences and/or requests to a manager.
- Perform any reasonable request as directed by management.
- Ensure the cleanliness and neatness of the Executive Lounge areas.
- Prepare VIP arrival reports and share those with the hotel staff.
- Maintain high standards of personal hygiene and adhere to grooming standards at all times.
- Hand over any relevant information with necessary departments and associates.
- To have full knowledge of Empower Guest Experience and to use information daily for follow up.
- Attend daily/weekly/monthly departmental meetings and contribute with the acquired knowledge.
- Play and active role in the implementation of new procedures and services.
- To take over the tasks of the Executive Lounge Team Leader/Supervisor in their absence (including but not limited to GSS Weekly Reports, attendance of the Daily Briefings, Empower Guest Experience weekly reports, Guest Correspondence)
- To ensure that all Guest concerns, complaints and compliments are actioned and addressed in an appropriate manner, logged in guest profile and Empower Guest Experience.
- To liaise with the Executive Lounge Leaders to ensure that information is communicated efficiently but not duplicated.
- To assist Guests with general enquires and any other reasonable service requested by guests.
- To assist in check-in and check-out if the Front Desk / Reception Lobby are overloaded/understaffed.
- Ensure all guests are welcomed according to the JW Marriott Welcome