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Assistant Chief Concierge

Marriott Hotels Resorts /JW Marriott

Posted on July 5, 2018

2 - 3 years Dubai - United Arab Emirates

Any Nationality

Opening 01

Job Description

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JOB SUMMARY
Assist in overseeing all concierge operations with
a focus on ensuring that the highest levels of hospitality and service are
provided. Represents concierge
department in resolving any guest or hotel related situation. Manages the flow of questions and directs
guests within the lobby. Serves as
assistant to chief concierge and handles the tracking of flawless service for
guest. Assists in managing the day to day operations of the Concierge team.
SCOPE / BUSINESS CONTEXT
• A Full Time
position based at JW Marriott Marquis Dubai.
• Number of Direct
Reports - 76
• Titles of Direct
Reports Bellman, Doorman, Concierge Agents.
CANDIDATE PROFILE
Experience:
• Previous
experience in similar or supervisory role and preferred Les Clefs d Or Member.
Skills and Knowledge
• Previous
experience of Concierge Management, Developing and Building Teams, Opera
,Supervising Associates of more than 30 team members .
• Communicating
with Peers, or Subordinates in providing information to supervisors,
co-workers, and subordinates by telephone, in written form, e-mail, or in
person
Education or Certification
• Higher
secondary and above, Basic Computer skills, Typing speed of 40 words per
minute.
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical
to the successful performance of the position:
• Responsible for providing
hands on leadership support to the Chief Concierge by following all
instructions and guidelines set towards the success of the department.
• Ensures robust Arrival
Experience & Elite / VIP Guest Recognition plans are in place to drive
strong Guest Experience scores.
• Serves as an immediate
assistance to the chief concierge in achieving and driving guest satisfaction
goals.
• Responsible for ensuring
keen focus on Guest Satisfaction with Resolution Scores by working with related
areas to ensure guest issues are reported when they occur and addressed by senior
team members prior to guest departure.
• Maintains a strong working
relationship with all departments to support hotel operations and goals and to
expedite the resolution of any problems that may arise through the general
operation of the hotel.
• Manages the flow of
operation at the front drive in assisting the valet and doorman.
• Demonstrating Leadership,
Utilizing interpersonal and communication skills to lead, influence, and
encourage others; advocates sound financial/business decision making; demonstrates
honesty/integrity; leads by example.
• Communicating Information timely
in being able to Inform and/or updating the peers and the subordinates on
relevant information in a timely manner.
• Ensures compliance with
all policies, standards and procedures.
• Reviews staffing levels to
ensure that guest service, operational needs and financial objectives are met
within all areas of concierge.
• Observes service
behaviours of associates and ensures that all uniformed associates are properly
attired and groomed, each wearing a nametag and appropriate brand standards
• Understands and follows
all call in procedure for all emergency plans including accident, death,
elevator, thefts, vicious crimes, bombs, fire, etc.
• Participates as needed in
the investigation of associate and guest accidents.
• Understands and complies
with loss prevention policies and procedures.
• Supervises & assists
all areas of the concierge under minimum supervision.
• Serves as a leader in
displaying outstanding hospitality skills.
• Sets a positive example
for concierge.
• Empowers associates to
provide excellent customer service.
• Observes service behaviours
of associates and provides feedback to individuals.
• Conducts monthly job
chats, half yearly and yearly performance management along with the chief concierge.
• Maintains high visibility
in public areas during peak times.
• Consults and Conducts
leadership performance Reviews for all direct Reports both midyear and Year End.
• Provides immediate
assistance to guests as requested.
• Maintains a track of guest
service engagement.
• Reviews comment cards and
guest satisfaction results with associates.
• Leads by example for
training and role plays for all guest related interactions.
• Emphasizes guest
satisfaction during all departmental meetings and focuses on continuous
improvement.
• Be able to perform any
additional scope of duties if requested by the Management.
OTHER
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 direct manager and Management.
• Working
hours as required to do your job but normally not less than 48 hours per week.
• Adheres
to the compliance of booking high risk activities and tours other than those
contracted by the hotel.
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.


Hotels / Hospitality

Chefs / F&B / Housekeeping / Front Desk

Keywords

Hospitality Customer service Auditing Operations Manager Quality Assurance Staffing Loss prevention Performance management Continuous improvement Quality improvement

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Marriott Hotels Resorts /JW Marriott

Founded by J. Willard and Alice Marriott in 1927, Marriott International, Inc. is a leading global lodging company headquartered in Washington, DC in Bethesda, Maryland. It has over 6,000 properties in nearly 122 countries- Middle East & Africa (245 properties, 29 countries), Europe (512 properti es, 37 countries), United States & Canada ( 4,526 properties, 2 countries), Caribbean & Latin America (225 properties, 33 countries), and Asia-Pacific (572 properties, 21 countries). Marriott International, a FORTUNE 500 Company, started its operations in the Middle East in 1980 with Riyadh Marriott Hotel in Saudi Arabia.





Marriott’s portfolio of brands includes JW Marriott and Marriott Hotels, the flagship brand of Marriott with over 500 international locations, along with the other 30 brands. The ever-evolving and award-winning brands of the organization continue to bring in customer satisfaction by offering exceptional amenities and attentive guest care that sets the industry standards. Known as one of the ‘best employers’, Marriott maintains a work culture that puts its people first. The organization offers excellent benefits and career paths that help its employees to grow professionally and personally. Marriott International promotes innovation, diversity, teamwork and a thriving culture. Marriott International’s merger with Starwood Hotels & Resorts has strengthened its position as the best travel company in the world.



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