At Your Service Agent

Job Description

POSITION SUMMARYServe 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

CANDIDATE PROFILEExperience: 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)
  • Innovative
  • Pro-active and reliable
  • Able to work alone and within a team
  • OPERA, GXP, Microsoft Office, AVAYA, ResPak and other related operating systems
  • Flexible and ability to work around the clock
• Able to up-sell

Education or Certification

• • Bachelor/ Diploma in Hospitality or related categories
• • Good level of English essential

SPECIFIC DUTIESThe 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
    • Agent name
    • 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)
    • Be familiar all outlets information - Property owned and outsourced outlets and Local restaurants, Names, Types of cuisine, type of food , price & Opening/Closing Hours.
    • Local attractions, hours, prices
    • Houses of worships, hours of services
    • Shopping facilities, Government offices, Emergency numbers
  • Record the guests 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, AVAYA, Res Pak and other related operating systems.
  • 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/Managers instructions.
  • Be familiar with all job aids, policies and procedures related to Front Office operations.
  • Be aware of PCI compliance according to Marriott standards.
  • Be Flexible to work various shifts around the business needs to assist all front office sections.
  • Have strong organizational skills always practice Clean as you go
  • Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel.
  • At all times strive to represent Marriott in the most professional, courteous manner.
  • Be proactive in your job, giving proper handover to other colleagues/department head and to follow through.
  • Showing positive attitude and inculcating the same within the team members.
  • Updating ResPak bookings correct details of the guests - is first priority on opening shift and closing shift.
  • To be proactive in selling, taking reservations, sending proposals and confirmations, responding to F&B business related queries through emails, by fax or via post. Business correspondence/Guest Comments Cards - review all emails, guest comment cards, proposals and confirmation letters for follow-up and action. All correspondences must have a cover letter with complete name of the addressee and correspondences with senders signature.
  • Guest comment cards must be monitored daily basic.
  • Taking reservations - ResPak must be opened. When taking reservations including any special occasion, Request and food allergies must verified. If ResPak is not available, bookings must be taking note on tentatively. Callback procedure must be made to ensure booking is in placed after encoding the reservations. All reservations taken before the date of the event is considered tentative unless it is pre-paid. Guest(s) must be notified on the day of their booking for confirmation otherwise booking has to be removed if no confirmation is made. Cut-off date must be informed to the guest(s) when taking of the bookings.
• • Updating all F&B information on the daily packet page for F&B,
  • Be proactive in up selling and cross selling of restaurant information and loyalty card.
  • Follow Group & individual reservation procedures - (Tentative reservation on RESPAK, Down payment or guarantee form prior to reservation, payment methods cash/credit card/LPO/bank transfer, PM on the date)
  • Confirm upcoming group bookings and take down any special requests/requirements and Balancing between prime time and non-peak time tables.
  • Any Billing enquiries must be forward to Outlet manager & Lost receipts enquiries must be forward to Finance team with name of guests, method of payment, last 4 digits of the card and email address of recipient).

OTHERPerforms other related tasks as assigned by management. Attend all scheduled department meetings. Maintain cleanliness and neatness of work area. 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 guests 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 ones 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. Guest Voice 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

Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.

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About Company

Marriott Hotels & Resorts is Marriott Internationals brand of full-service hotels and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582 hotels and resorts with 205,053 rooms operating under the brand, in addition to 160 hotels with 47,765 rooms planned for development