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Assistant Front Desk Manager

Marriott Hotels Resorts /JW Marriott

Posted on August 5, 2019

3 - 4 years Dubai - United Arab Emirates

Any Nationality

Opening 01

Job Description

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JOB SUMMARY
Manage all front desk operations and ensure
that all front desk associates adhere to policies, procedures, regulations and
standards presented by hotel management. Ensuring that front desk operation
runs smoothly in a professional manner at all times. Perform all front desk
related responsibilities and duties when assigned or required. Perform duty
manager related responsibilities and duties when assigned or required. Ensure
all front desk agents have a clear expectations set to prioritize their
responsibilities. Serve as BSA Champion for the Front Office Department. Ensure
appropriate and adequate training of all front desk associates and supervisors
including all on-the-job, off-the-job and 15min training
SCOPE / BUSINESS CONTEXT
• A Full Time
position based at JW Marriott Marquis Dubai.
• Number of Direct
Reports - 2
• Titles of Direct
Reports Front Desk Agent/Team Leader & Supervisor
CANDIDATE PROFILE
Experience:
• Adequate
experience in a similar supervisory position within front office department
minimum 3 years within high volume 4 or 5 star hotel.
Skills and Knowledge
• Strong
Communication skills (verbal, listening, writing)
• Innovative
• Problem
Solving and Complain Handling
• Leadership
• Development,
Coaching and Training skills
• Multi-Tasking
• Strong
organizational and time management skills
• Opera/Marsha/IMS/GXP/Microsoft
office and other systems knowledge
Education or Certification
• Good level of English essential
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical
to the successful performance of the position:
• Be familiar with Hotel services, operational hours and ongoing promotions.
• Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
• Be fully aware of the Marriott Brand standard compliance requirements for all
front office sections.
• Maintain good working relationship with all hotel departments.
• Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests
whenever needed.
• Check House Count to establish selling strategy for the shift. Monitoring it
regularly during shift and responding to any changes.
Ensure daily all forms of communication are
used to full capacity and relevant information is handed over to the next shift
throughout the shift and briefings.
• Demonstrate
and promote quality awareness amongst front office team. Seek ways to improve
and maintain guest satisfaction scores for all front desk associates.
• Ensure
smooth check-in and check-out of all guests, and proper handling of all guest
accounts.
Ensure that all concerned departments are
informed in regards of room moves, no-shows, early arrivals, special requests,
repeat guests or other guest preferences.
• Be fully aware of Credit Policy and supervise compliance. Inform your manager and
concerned departments about any possible credit risks.
• Have thorough knowledge of operational
requirements for the front desk area.
• Be familiar and promote Marriott Rewards Program and encourage all front office
associates in order to achieve monthly target.
• Have a thorough knowledge on virtual concierge
and ensure that all guest requests and information updated in OPERA and
communicated to other departments.
• Have a thorough knowledge of OPERA, MARSHA,
IMS, GXP and other front office related operational software.
• Be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operations
• Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
• Support and practice Empowerment within front office
• Ensure that each associate has a development plan and trained accordingly
• Be able to work various shifts around the business needs to assist all front
office sections.
• Identify and resolve guests problems efficiently and resolve to the guest satisfaction
• Ensure that LEARN and 5W s methods are followed whilst dealing with constructive guest
feedback and ensure that all concerned application are filled and concerned
departments are informed
• Have a thorough knowledge of all Emergency Procedures
• Supervise guest registration and all relevant registration details required by the UAE
law.
• Assuring that all front desk associates are continually updated with hotel rates,
packages and discounts
• Regularly conduct PCI audits in order to ensure compliance according to Marriott
International standards.
• Be security conscious at all times and inform Manager on Duty of anything
suspicious.
• Identify guest service shortages and recommend improvements accordingly.
• Ensure all front desk associates have a clear guidelines and direction to perform
their daily duties
• 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.
• Develop knowledge about frequent guests and their special requests and needs. Ensure
the information is updated and maintained in guest profiles accordingly.
• Utilizing all available resources, follow up on previous shift requests and pending
issues.
• Each associate is expected to carry out, within their capabilities, all reasonable
requests by management
• Be flexible according to the business need
• Have an excellent approach to customer service
• Have strong organizational skills; always practice Clean as you go
• At all times strive to represent Marriott in the most professional, courteous manner.
• 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.


Hotels / Hospitality

Sales / Business Development

Desired Candidate Profile

• 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.
• Performs other related tasks as assigned by management.
• Complies with Marriott International Hotels Limited Regional Office policies and
procedures.
• Working hours as required to do your job but normally not less than 48 hours per week
Marriott
International is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. Marriott
International does not discriminate on the basis of disability, veteran
status or any other basis protected under federal, state or local laws.

Keywords

Assistant Front Desk Manager

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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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