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Assistant Guest Relations Manager - Open Day

Marriott Hotels Resorts /JW Marriott

Posted on June 17, 2019

1 - 2 years Dubai - United Arab Emirates

Diploma(Hotel Management), Bachelor of Hotel Management(Hotel Management). Any Nationality

Opening 01

Job Description

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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 standards
• Maintain confidentiality of all guest information.
• Monitor ongoing training with existing staff and ensure that new staff is certified as required.
• Manages day to day activities, ensure the quality, standards and expectations are met and exceeded at all times. 
• Serve as a leader in displaying outstanding hospitality skills. 
• Empower associates  to provide excellent customer service.
• Ensure associates understand and deliver guest expectations.
• Initiate and Involve in additional projects and duties as assigned by leaders and ensure the tasks are done within the deadline
• Knowledgeable and comply with hotel policies
• Fully aware of the day s arrivals & their preferences, hotel facilities and promotions, occupancy & rooms rates 
• Assist Guest Relations Manager for managing the operations and admin tasks including conducting performance appraisals, job chats of designated staff ensuring development plans are in place and used.
• Ensure effective coaching and counselling methods are used.
• Ensure progressive discipline is utilized when required.
• Understand fully the standards and procedures of Front Office, and Guest Relations and sub departments.
• Lead and direct the Guest Relations team.
• Monitor system, equipment and lack of stationary challenges and coordinate with internal and external partners to rectify the situation immediately.
• Perform ad hoc on-the-job individual and team trainings as needed to ensure that all team members have the adequate product knowledge and coordinate with related departments.
• Ensure Guest Relations Team attends all mandatory trainings.
• Conduct ongoing training with existing staff and ensure that new staff is certified as required.
• Assist employees wherever necessary in performing all job functions.
• Drive the Guest Relations Brand Standards and appropriate engagement and communication with guests and colleagues
• Monitor and ensure that employees perform their job functions to the hotel s expected level of service.
• Compile and distribute all Managers on Duty Reports as requested.
• Oversee and ensure all VIP information is communicated effectively through the Daily Rehearsal and emails.
• Ensure that all pertinent information is provided to guests and colleagues.
• Ensure that all communication with guests and colleagues is complete, accurate, engaging and positive.
• Ensure and emphasize prompt solutions and reporting of any guest incidents during the shift.
• Attend daily line-ups and communicate all challenges, successes and operational information with the rest of the team
• Show respect to diversity by using only official language English at work place.
• Review and evaluate processes, revise if necessary. Come up with out of the box ideas, worthy of being bench marked in the company.
• Monitor and maintain cleanliness and working condition of department equipment and supplies.
• Participate in related project teams

Hotels / Hospitality

Helpdesk / Customer Service / Telecalling

Desired Candidate Profile

• 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


Assistant Guest Relations 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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