The Assistant Guest Relations Manager is responsible for maintaining 100% reliability in the recognition of all JW Marriott guests visiting the hotel, and for informing all hotel departments of the VIP guests’ arrivals; (un)expressed special needs, requests, and personal preferences and for creating loyalty versus satisfied guests.
S/he is responsible for training and continuously energizing the Guest Recognition process throughout the hotel. The Asst. Guest Relations Manager is also responsible to ensure Lobby presence during all times.
SCOPE / BUSINESS CONTEXT
A Full Time position based at JW Marriott Marquis Dubai.
Number of Direct Reports – 2
Titles of Direct Reports – Guest Relations Team – Leaders, Guest Relations Supervisor
Minimum of 1 year previous experience as Assistant Guest relations Manager / Assistant Front Desk Manager or related department within a five star hotel.
Skills and Knowledge
Strong ability to forge professional relationships with guest, co-workers and leaders.
Ability to maintain hotel’s standards, policies and procedures.
Professional image and personality including confidence.
Leadership skills, thinking clearly, quickly and making decisions.
Team player, working well with other departments and co-workers.
Full Comprehension of software used including MARSHA, Opera.
Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants.
Should be creative, innovative and strive for continuous improvement.
Ability to motivate staff and maintain a cohesive team.
Ability to handle all disciplinary counseling as necessary according to JW Marriott Employee Hand Book.
Ability to maintain positive, professionally represent and engaging relations with guests and co-worker.
Organized and focused in high stress situations
Proficiency in Outlook and Microsoft Excel
Fluency in English language – both written and spoken. Any additional language preferably Arabic is an advantage
Ability to ensure security and confidentiality of guests.
Ability to overcome objections, understand and respond appropriately to guest inquiries and needs while remaining calm and courteous.
Ability to multi task and take on cross functional tasks when required.
Attention to details.
Ability to direct and supervise others.
Ability to train and develop others.
Initiate and Involve in additional projects and duties as assigned by leaders and ability to match the deadline.
Education or Certification
College Education or equivalent hospitality studies required
The following are specific responsibilities and contributions critical to the successful performance of the position:
Oversee the arrival experience for all VIPs and Transportation guests; Room Blockings, Meet and Greet, Check In, Rooming of the VIP guests.
Maintain appropriate Lobby Coverage at peak times, ensuring all time of the day coverage through Guest Relations Team.
Establish a positive relationship with repeat guests whilst maintaining a professional and attentive manner.
All preferences, special requests, complaints and general notes are to be updated in the guest profile for future reference.
Look for ways to continuously improve the Guest Relations process and provide lateral service to other departments to assist them with enhancements to the Guest Recognition process.
Assist the Guest Relations Manager to coordinate audit of important guests being noted through reservation on regular basis.
Ensure guests are assigned the correct VIP status and pre-arrival planning is properly done and actioned appropriately.
Oversee room blockings, ensuring guest preferences are taken into account. Coordinate with relevant departments ensuring no delay at Check In.
Ensure amenities / room drops are arranged, organized and placed prior to guest arrival, coordinating effectively with relevant departments.
Assist with problem resolution where appropriate, follows up when necessary. Ensure records are updated through Guestware and Manager on Duty’s reports.
Perform daily quality checks to ensure all reservations have been handled according to the JW Marriott Marquis