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Executive Lounge Agent - Open Day

Marriott Hotels Resorts /JW Marriott

Posted on June 3, 2019

1 - 2 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

Opening 01

Job Description

EMAIL JOB
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SCOPE / BUSINESS CONTEXT
• A Full Time position based at JW Marriott Marquis Dubai.
• Number of Direct Reports - 0
• Titles of Direct Reports n/a
CANDIDATE PROFILE
Experience: 
• Customer services/contact.
• Hotel experience will be an added value, experience in the Middle East.
• Preferred experience/backgroud of Receptionist/Guest Relation
Skills and Knowledge
• Excellent communication skills
• Computer and MS office literate
• Opera skills will be an added value
• English language (written and spoken)
Education or Certification
• Good level of English essential
• High School, Diploma, Degree education or equivalent required
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the successful performance of the position:
• Ensure all relevant SOP s are adhered to, to ensure consistent levels of services are maintained at all times.
• To be a champion of GSS key drivers: Staff anticipated guest needs and problem was resolved on first contact .
• To be a part of the campaign to collect as many GSS as possible, without going against the GSS SOP.
• Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time.
• To have knowledge of hotel rates, packages, discounts and vouchers.
• To have knowledge of room types and locations within the hotel.
• To ensure that all Guests receive personal service to the highest degree of courtesy and to be informed of the
hotel s facilities.
• Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager.
• To ensure that a good relationship is kept between all other departments.
• Report any unusual occurrences and/or requests to a 
• Perform any reasonable request as directed by management.
• Ensure the cleanliness and neatness of the Executive Lounge areas. • Man the guest relations desk in the lobby/executive lounge.
• Prepare VIP arrival reports and share those with the hotel staff.
• Maintain high standards of personal hygiene and adhere to grooming standards at all times.
• Hand over any relevant information with necessary departments and associates.
• To have full knowledge of Empower Guest Experience and to use information daily for
follow up. 
• Attend daily/weekly/monthly departmental meetings and contribute with the acquired knowledge.
• Conduct daily courtesy/departure calls.
• Escort guests to their rooms whilst promoting the hotel and following all necessary procedures.
• Play and active role in the implementation of new procedures and services.
• Conduct room inspections and coordinate your findings with the necessary departments.
• To take over the tasks of the Executive Lounge Team Leader/Supervisor in their absence (including but not limited to GSS Weekly Reports, attendance of the Daily Briefings, Empower Guest Experience weekly reports, Guest Correspondence)
• To ensure that all Guest concerns, complaints and compliments are actioned and addressed in an appropriate manner, logged in guest profile and Empower Guest Experience.
• To liaise with the Executive Lounge Leaders to ensure that information is communicated efficiently but not duplicated.
• To assist Guests with general enquires and any other reasonable service requested by guests.
• To assist in check-in and check-out if the Front Desk / Reception
Lobby are overloaded/understaffed.
• Ensure all guests are welcomed according to the JW Marriott Welcome Experience.
• Review the trends of arrivals and departure and schedule him/herself accordingly.
• Be familiar with all local attractions, hotels, restaurants, etc.
• Ensure logs are maintained and put in proper use:
• Daily activities log
• Handover log
• Courtesy calls and Guest Engagement log
• Coordinate with Transportation and airport desk to ensure timely pick-up and drop-off of guests, if required
• Be aware of VIP arrivals
• Balance Scorecard Results : Implements strategies and executes activities to drive and continuously improve financial results, guest satisfaction, human capital index and market share.


Hotels / Hospitality

Administration

Keywords

Executive Lounge Agent

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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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