Guest Relations Team Leader

Job description

Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury. Home to the world's tallest building, the largest shopping mall, the iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai, it is a place for those who seek the best the world has to offer.

The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region's most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world's most discerning travelers.

Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai's Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city.

The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.

Desired profile

Qualifications :

JOB SUMMARY

Responsible for an effective and efficient arrival and departure experience of all guests. To be able to maintain a smooth flow of movement within the hotel lobby. Responsible for pre-arrival communication for VIPs and Penthouse bookings. To proactively ensure guests' needs are met and exceeded at all times. Conduct lobby duty and assist Front Desk and Executive Lounge operations when needed. Responsible for following up with MOD issues logged in Guest ware and updating Opera profiles to ensure that all guests' special requirements are met, acknowledged and exceeded. Act as a hotel and brand ambassador and be responsible for conducting on-the-job training for new Guest Relations Agents.

SCOPE / BUSINESS CONTEXT
·  A Full Time position based at JW Marriott Marquis Dubai.
·  Titles of Direct Reports – Guest Relations associates
CANDIDATE PROFILE
Experience:
·  Minimum 01 year of experience as Guest relations/ Front desk / Executive lounge Team Leader in a five star hotel
Skills and Knowledge
·  Excellent communication skills, diplomatic, tolerant, proactive and responsible.
·  Computer literate; MS Office, MS Excel, MS Word, MS Power Point & knowledge of Opera is mandatory
·  Excellent command of English oral and written – Arabic or other foreign language is an added advantage
·  Ability to multi task
·  Able to work under pressure
·  Able to get on well with people from different backgrounds, cultures, etc.
·  Knowledge of Dubai is preferred but not essential
Education or Certification
·  College Graduate-Preferred or equitant Hotel Studies is an added advantage
SPECIFIC DUTIES




The following are specific responsibilities and contributions critical to the successful performance of the position:

·  Ensure all relevant LSOP's and Job aids are adhered to and consistent levels of services are maintained at all times.
·  To be a champion of Guest satisfaction survey key drivers, for e.g.: “Staff anticipated guest needs” and “problem was resolved on first contact”.
·  To be a part of the campaign to collect as many Guest voice as possible, without going against the standard procedures.
·  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 are informed of the hotel's facilities.
·  Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorized by a manager.
·  To ensure that a good relationship is maintained within the team and 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 upkeep of the Lobby, Front Desk and other work areas.
·  Ensure lobby presence is maintained at all times.
·  Prepare VIP arrival reports and share those with the hotel staff.
·  Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge, griffin, service note, etc.).
·  Hand over any relevant information to necessary departments and associates.
·  To have full knowledge of Guest-ware & MOD reports and to use this information daily for follow up.
·  Attend daily/weekly/monthly departmental meetings and contribute with the acquired knowledge.
·  Conduct daily courtesy/departure calls.
·  Escort guests to their rooms whilst promoting the hotel and following all necessary procedures.
·  Assist in VIP airport pick-up's and drop offs
·  Play an active role in the implementation of new procedures and services.
·  Conduct room inspections and coordinate your findings with the necessary departments.
·  To take over the tasks of the Guest Relations Supervisor in absentia (including but not limited to GSS Weekly Reports, attendance of the Daily Briefings, Guest ware weekly reports, Guest Correspondence)
·  To ensure that all Guest concerns, complaints and compliments are actioned and addressed in an appropriate manner.
·  To liaise with the other departments within Front Office operations 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 and the Executive Lounge Reception is overloaded/understaffed.
·  Ensure all guests are welcomed, met and greeted, offered welcome drinks and/or cold towels (depending on brand) and escorted to the elevators and/or room according to the JW Marriott Welcome Experience.
·  Ensure monthly one to one meetings with associates on their progress of Goals and general discipline.
·  Ensures progressive discipline in the team as per JW Marriott Standards
·  Review the trends of arrivals and departure and schedule self and the team accordingly.
·  Be familiar with all local attractions, hotels, restaurants, etc.
·  To coordinate group check-ins with Front Office, Guest Services and Guest Relations Managers.
·  Ensure logs are maintained:
·  Handover log
·  Courtesy calls log
·  Coordinate with Transportation Desk to ensure timely pick-up and drop-off of guests.
·  Liaise with Front Office training leader to prepare on the job training for new joiners
·  Conducts hospitality audits for Guest Relations Associates
·  Responsible of the training, coaching and mentoring the existing staff new joiners
·  Initiate and Involve in additional projects and duties as assigned by leaders and ensure the tasks are done within the deadline
Safety and Security
·  Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
·  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
·  Notify Loss Prevention/Security of any guest reports of theft.
Policies and Procedures
·  Follow company, hotel and department policies and procedures.
·  Follows Marriott International Hotels Limited Regional Office policies and procedures
·  Protect the privacy and security of guests and coworkers.
·  Maintain confidentiality of proprietary materials and information.
·  Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
·  Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
·  Perform other reasonable job duties as requested by Supervisors and Management.
·  Working hours as required to do your job but normally not less than 48 hours per week.
Guest Relations
·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
·  Assist other employees to ensure proper coverage and prompt guest service.
·  Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
·  Address guests' service needs in a professional, positive, and timely manner.
·  Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
·  Thank guests with genuine appreciation and provide a fond farewell.
·  Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
·  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Communication
·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Talk with and listen to other employees to effectively exchange information.
Working with Others
·  Support all co-workers and treat them with dignity and respect.
·  Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
·  Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
·  Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.
Physical Tasks
·  Enter and locate work-related information using computers and/or point of sale systems.
·  Stand, sit, or walk for an extended period of time or for an entire work shift.
·  Read and visually verify information in a variety of formats (e.g., small print).
·  Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.