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Front Desk Agent - The Abu Dhabi EDITION

Edition Hotels

Posted on August 2, 2018

1 - 2 years Abu Dhabi - United Arab Emirates

Diploma(Hotel Management). Any Nationality

Opening 01

Job Description

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JOB OVERVIEW:
Administering Front Desk functions, always ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include but are not limited to: processing all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys; pre-registering designated guests and preparing key packets; following up with guests regarding satisfaction with guest-related issues; reviewing/tracking/accommodating requests for room changes when possible; ensuring rates match market codes and documenting exceptions; running daily reports; following up with guests to ensure their requests or problems have been met to their satisfaction.
BUSINESS CONTEXT:
EDITION is the industry s first truly global lifestyle hotel brand that successfully combines a personal, intimate and unique hospitality experience on a global scale. Developed in collaboration with Ian Schrager and Marriott Intl., EDITION combines outstanding innovation and design with the highest levels of service execution. It achieves this goal by bringing great personal, friendly, modern service as well as outstanding, one-of-a-kind food, beverage and entertainment offerings... all under one roof .
EDITION responds to new emerging cultural and social imperatives. It reflects these changing lifestyles and caters to a vast underserved market of guests expecting and in turn demanding a unique experience, not merely a place to sleep. Each hotel is rare in its individuality, authenticity, originality and unique ethos that reflects the best of the cultural and social milieu of its location and of the time.
EDITION is about an attitude and the way it makes you feel rather than the way it looks. The attitude comes alive to guests via their senses. The brand has unique language, modern visual appeal, music and scent.
SCOPE MEASURES:
A Full-Time position based at The Abu Dhabi EDITION

Size of Unit (Number of Rooms) 198 Rooms and 57 Residences
REPORTS TO: Assistant Front Office Manager
STANDARD
SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities and aptitudes to perform each duty proficiently.
QUALIFICATIONS:

High school diploma or GED equivalent.

No related work experience is required.
ESSENTIAL JOB FUNCTIONS:
Main Responsibilities

Be familiar with Hotel services, operational hours and ongoing promotions.

Have a thorough knowledge of The Abu Dhabi EDITION product and services.

Ensure all forms of communication are used to full capacity and relevant information is handed over to the next shift.

Demonstrate and promote Quality Awareness amongst the Front Office team. Seek ways to improve and maintain guest satisfaction scores for all front office sections.

Process all payment types such as room charges, cash, debit, or credit.

Review and action the accurate set up of accounts for each guest (i.e., share-with s, separate room/tax/incidentals, comp).

Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.

Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest calls and/or request.

Communicate with Rooms Coordinator to track readiness of rooms for check-in.

Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist management in scheduling, evaluating, counseling, disciplining, motivating and coaching employees.

Speak with others using clear and professional language.

Prepare and review written documents accurately and completely.

Develop and maintain positive working relationships with others.

Ensure adherence to quality expectations and standards.

Ensure proper use of the telephone etiquette as per EDTION standards.

Establishes and maintains open, collaborative relationships with employees.

Perform any other reasonable job duties as requested.
Ensuring and Providing Exceptional Guests Service

Collaborates with the whole of the Front Office team on ways to continually improve guest service.

Provides services that are above and beyond expectations for guest satisfaction and retention.

Serves as a role model to demonstrate appropriate behaviors.

Displays outstanding hospitality skills.
Safety and Security

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

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.

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information.

Follow company and department policies and procedures.

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.
Guest Relations

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN) to resolve issues and build trust.

Address guests' service needs in a professional, positive, and timely manner.

Assist other employees to ensure proper coverage and prompt guest service.

Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

Thank guests with genuine appreciation and provide a fond farewell.


Hotels / Hospitality

Other

Desired Candidate Profile

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.
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.

Provide assistance to coworkers, ensuring they understand their tasks.

Talk with and listen to other employees to effectively exchange information.

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Assists Management

Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations and ensure that they are understood.

Assist management in preparing and conducting performance reviews of employees.

Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.

Encourage and motivate Front Desk employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

Coordinate tasks and work with other departments to ensure that the department runs efficiently.

Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Working with Others

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.

Support all co-workers and treat them with dignity and respect.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Keywords

Houskeeping houskeeping attendant housekeeping staff

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Edition Hotels

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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