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JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
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. Be involved in all front office related projects and duties when required.
SCOPE / BUSINESS CONTEXT
A Full Time position based at JW Marriott Marquis Dubai.
Number of Direct Reports - 0
Titles of Direct Reports – 0
Having an experience in similar position for at least 12 months with a great deal interpersonal skills and physically fit.
Skills and Knowledge
Strong Communication skills (verbal, listening, writing)
Pro-active and reliable
Able to work alone and within a team
OPERA, GXP, Microsoft Office, AVAYA and other related operating systems
Flexible and ability to work around the clock
Education or Certification
Bachelor/ Diploma in Hospitality or related categories
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
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)
Local restaurants, hours, type of food , price
Local attractions, hours, prices
Houses of worships, hours of services
Shopping facilities, Government offices, Emergency numbers
Record the guest’s name and room number under the wake up time requested. Repeat this information to the guest to ensure proper handling of wake up calls in the morning. Set wake up clock or input as request as they come in.
Maintain a handover log for the next shift, e.g. VIP arrivals, in- house, extra care, car exceptions, noting any services that are pending to ensure follow up, etc.
Utilizing all available resources, follow up on previous shift requests are pending issues.
Be fully conversant with OPERA, GXP and AVAYA operation system.
Each associate is expected to carry out, within their capabilities, all reasonable requests by management.
Be aware of emergency procedures according to hotel policies & procedures and follows Supervisor/Manager’s instructions.