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Job Number 22149330 Job Category Rooms & Guest Services Operations Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Non-Management POSITION SUMMARY To be fully responsible for the smooth and efficient arrival and departure planning of all guests. Responsible for pre-arrival communication for VIPs and Penthouse bookings. Prepares for all VIP arrivals and departures and meet & greets. Proactively ensures guests\u2019 needs are met and exceeded at all times. Responsible for admin daily tasks, completion for check lists, pre-arrival and post arrival to manage and effective distribution to ensure proper resolution of any guest concerns. SCOPE \/ BUSINESS CONTEXT \u00b7 A Full Time position based at JW Marriott Marquis Dubai. \u00b7 Number of Direct Reports – 0 \u00b7 Titles of Direct Reports \u2013 n\/a CANDIDATE PROFILE Experience: \u00b7 Customer services\/contact. \u00b7 Hotel\/hospitality experience especially in the Middle East will be an added value Skills and Knowledge \u00b7 Communication skills \u00b7 Computer literate; MS Office, MS Excel, MS Word, MS Power Point & knowledge of Opera and Marsha is mandatory MS Office, English language (written and spoken) Education or Certification \u00b7 Good level of English essential SPECIFIC DUTIES The following are specific responsibilities and contributions critical to the successful performance of the position: \u00b7 Prepare for VIP arrivals for the current day and also tomorrow \u00b7 Assign room and place OOS the day prior depending on the guest preferences and hotel inventory \u00b7 Ensure all welcome packs are completed \u00b7 Ensure all pre-arrival communication information is updated in Opera \u00b7 Ensure amenities are in the room prior to guests arrival \u00b7 Merge profiles to ensure missing stay's with Marriott rewards are reduced \u00b7 Controlling Rooms Division amenities \u00b7 Communication with IRD to ensure timely delivery of amenities \u00b7 Using Micros system to place orders \u00b7 Controlling costs by tracking amenity consumption \u00b7 Provide hotel management a condensed informative document regarding the VIP's for today and tomorrow \u00b7 Maintain strong positive relationships with Housekeeping and Engineering regarding VIP rooms \u00b7 Daily communication with IRD providing amenity forecasts. \u00b7 All emails are read, understood and actioned. \u00b7 Traces are used in Opera; placing them for follow up, resolving them once completed \u00b7 Ensuring Executive Committee members are aware of VIPs and coordinating personalized requests and communication \u00b7 Providing internal communication through effective handover's \u00b7 Preparing and utilizing Coversheets ensuring all guest information is included \u00b7 Assigning VIP status, organizing amenities and providing pre-arrival communication for Long Stay bookings \u00b7 Assigning VIP status, organizing amenities and providing pre-arrival communication for Repeat guests on their milestone stay \u00b7 Ensure ETA's are gained for all bookings through pre-arrival communication to ensure a smooth arrival experience \u00b7 Update Manager On Duty issues into guest Opera profiles ensuring all information is retained for future stay's \u00b7 Silver Marriott Reward members are highlighted, prepared for and also courtesy call completed to ensure maximum satisfaction \u00b7 Preferences identified for Thoughtful gestures to be completed \u00b7 Highlight, prepare and oversee the arrival experience for 2 and 3 bedroom suite bookings, ensuring all team members are aware \u00b7 Initiate and Involve in additional projects and duties as assigned by leaders and ensure the tasks are done within the deadline \u00b7 Complete any additional tasks assigned by Managers \/ supervisors or team leaders efficiently in order for smooth functioning of the department OTHER Safety and Security \u00b7 Report work related accidents, or other injuries immediately upon occurrence to manager\/supervisor. \u00b7 Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. \u00b7 Notify Loss Prevention\/Security of any guest reports of theft. Policies and Procedures \u00b7 Follow company, hotel and department policies and procedures. \u00b7 Follows Marriott International Hotels Limited Regional Office policies and procedures \u00b7 Protect the privacy and security of guests and coworkers. \u00b7 Maintain confidentiality of proprietary materials and information. \u00b7 Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. \u00b7 Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. \u00b7 Perform other reasonable job duties as requested by Supervisors and Management. \u00b7 Working hours as required to do your job but normally not less than 48 hours per week. Guest Relations \u00b7 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. \u00b7 Assist other employees to ensure proper coverage and prompt guest service. \u00b7 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. \u00b7 Address guests' service needs in a professional, positive, and timely manner. \u00b7 Engage guests in conversation regarding their stay, property services, and area attractions\/offerings. \u00b7 Thank guests with genuine appreciation and provide a fond farewell. \u00b7 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. \u00b7 Supply guests\/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Communication \u00b7 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. \u00b7 Speak to guests and co-workers using clear, appropriate and professional language. \u00b7 Talk with and listen to other employees to effectively exchange information. Working with Others \u00b7 Support all co-workers and treat them with dignity and respect. \u00b7 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. \u00b7 Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance\/Quality Improvement \u00b7 Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit. Physical Tasks \u00b7 Enter and locate work-related information using computers and\/or point of sale systems. \u00b7 Stand, sit, or walk for an extended period of time or for an entire work shift. \u00b7 Read and visually verify information in a variety of formats (e.g., small print). \u00b7 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 on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels. Marriott Hotels, Marriott International\u2019s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel. 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\u2019re happy, our guests will be happy. It\u2019s as simple as that. Our hotels offer a work experience unlike any other, where you\u2019ll 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\u2019s The JW Treatment\u2122.<\/p>\n