Guest Services Manager
JW Marriott Marquis Hotel DubaiSTART YOUR JOURNEY WITH US
JW Marriott Marquis Hotel Dubai welcomes you to the heart of the city's lively downtown district with modern luxury and award-winning service. Soaring above Sheikh Zayed Road, our bustling and dynamic 5-star hotel is one of the tallest in the world, consisting of two towers with 1608 rooms and boasts awe-inspiring views of the water and Dubai cityscape. Enjoy a swim in the outdoor pool or a workout in the fitness center before easing tired muscles with a massage at Saray Spa. Sample the flavors of the world at our 10 restaurants and lounges, which offer Japanese, Italian, Indian and Thai cuisine. For those planning an event in downtown Dubai, UAE our hotel offers 80,000 square feet of adaptable space, including a striking ballroom and outdoor venues. Explore, Dubai Mall, Burj Khalifa and Dubai Opera which are all minutes away.
LOVE WHAT YOU DO EVEN MORE
At JW Marriott®, treating guests exceptionally starts with the way we treat our associates. Because we believe it takes people who genuinely love what they do to create a truly extraordinary experience.
Here at JW Marriott Marquis Dubai, we are looking for talented individuals, to join our amazing family and in return we are able to offer you the following:
- An amazing career opportunity to not just work with us but open opportunities worldwide with our extensive portfolio of hotels.
- Learning opportunities with some of the best professionals the region has to offer.
- We aim to promote our associates within as soon as the opportunity arises, so we hope to see you progress your career in line with our training and promotion schedule.
- A competitive salary with excellent benefits which include accommodation, meals on duty, Transportation, and:
- World class training and development, including leadership development.
- Recognition programs.
- Discounted accommodation in over 8,000 hotels all over the world. Yes, 8,000!
- Discounted food & drink in all our restaurants and bars.
- Discounts for your friends and family.
- Unlimited career opportunities (Internationally and locally)
- Medical and Life insurance
- Amazing support to ensure you have all the tools you require to complete your day-to-day tasks.
OUR EXPECTATIONS FROM THE ROLE:
Responsible for supporting the Front Office operations of 1608 key hotel reporting into Front Office Manager. Key areas of accountability lying with Concierge, Bell Team, Doormen and Valet Team. Provide specialized technical, project, and administrative support to Subject Matter Experts in the implementation and sustainment of Rooms Operations Initiatives. As a key member of the Room Operations team, duties will include troubleshooting and problem solving for Rooms Operations service initiative projects. Fully versed on the Rooms Operations and Guest Services Brand Standards, Rooms / Guest Services Programs, Departmental Financial forecast and Marriott International’s Quality Assurance process and program. Manage coordination and execution of discipline-specific training classes for Rooms and Guest Experience. Stay abreast in best in class Rooms and Guest Experience companies for relevant competitive intelligence on industry, competitor, and economic trends to provide insight to the discipline. Maintain close and productive working relationships with the experts to resolve hotel operational issues and participate in property visits as needed. Respond to and resolves operational concerns through Guest Voice or Social Media channels.
To supervise the concierge area and ensure efficiency and to maintain high standards of hospitality and service at all times, provide professional secretarial skills to the guests of the hotel, provide adequate information, anticipate guest needs and offer personalized service in order to ensure guest satisfaction
SCOPE / BUSINESS CONTEXT
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports – 65
- Titles of Direct Reports – Assistant Chief Concierge, Valet Manager (Outsourced), Concierge Supervisor, Front Drive Supervisor, Bell Captain, Do0r shift Leader, Bellmen, Concierge Team and Doormen.
CANDIDATE PROFILE
Experience:
- Minimum of 1 year previous experience as Front Office Manager within a five star hotel
- Five plus (5+) years in a senior level position directing guest service/Front Office initiatives for a Multi-Property hospitality industry
Skills and Knowledge
- Comfortable at speaking in front of audiences ranging from less than 25 to 100+ people.
- Passion for delivering great guest service
- Clear and concise communication skills, both oral and written
- Proven professional, tactful and diplomatic communication style
- Ability to manage multiple priorities and compressed deadlines
- Capacity to think quickly, problem solve and make sound business decisions
- Comfortable with technology and leveraging it to improve our position in the market
- Ability to facilitate a resolution to a problem, issue or event that is a source of conflict in an objective manner, remaining focused on outcomes while preserving positive working relationships.
- Demonstrated strong partnering, coaching, and mentoring skills
- Demonstrated ability to work as a team player
- Proven ability to initiate, organize and complete multiple tasks in a timely manner
- Proven experience in using technology to improve our position in the market
- Demonstrated ability share creative and new ideas
- Demonstrated aptitude for budgeting and scheduling
Education or Certification
- Bachelor’s Degree in Hospitality Management, Business Administration or equivalent combination of education and experience.
CORE WORK ACTIVITIES
The following are specific responsibilities and contributions critical to the successful performance of the position:
Primary Tasks
- Develop and/or maintain department procedures, metrics and key performance indicators to monitor and evaluate guest satisfaction, develop and measure improvement targets and achievements and/or support changing business requirements by consistently evaluating opportunities of enhancing excellent customer service throughout all properties.
- Maintaining a clear work flow of daily front office operations; maximize operating potential for all office needs
- Provide both internal and external customer service; answer incoming calls, and sort and distribute incoming emails
- Coordinate and promote communication among all departments
- Oversee office supplies, utilities, office equipment maintenance and shipping needs
- Evaluate the effectiveness of the customer service operation and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers.
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure competitive position and in anticipation of changing customer needs within the broad scope of the region.
- Establish and carry out necessary controls and communication to meet high standards pertaining to employee morale, attitude, appearance, friendliness and courtesy in order to set guest service standards so that all associates are empowered to provide excellent customer service to our guests.
- Develop Front Office training programs that support the development of an exceptional guest service program.
- Develop an exceptional team dedicated to providing quality guest service and engaging interaction with general public. Support all guest service team members in providing inspirational service, while monitoring individual team member’s performance to provide praise and constructive criticism.
- Analyse customer feedback and provide strategic direction to continuously improve overall rating. Focus on low performing/scoring departments and assist with improvements.
- Inform the executive team on all pertinent information related to business irregularities and problems as they occur along with recommendations and solutions.
- Coordinate with Guest Relations team on all prep arrival and post departure communications, VIP amenities, in room check-ins.
- Maintain a professional and courteous attitude towards all guests.
- Have a throughout Knowledge with Check-in and check-out procedures, rooms type, location and rates.
- Be familiar with the hotel services and hours of operations.
- Be aware of ongoing functions and meetings.
- Be familiar with the city events.
- Be familiar with all local attractions, hotels, restaurants, etc...
- Control all activities of concierge/business centre according to the posted rates and charge these accordingly.
- Check all arrivals with airport pick-up requests and arrange Limousine
- Understands and follows all call in procedure for all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Participates as needed in the investigation of associate and guest accidents.
- Understands and complies with loss prevention policies and procedures.
- Supervises & assists all areas of the concierge under minimum supervision.
- Serves as a leader in displaying outstanding hospitality skills.
- Empowers associates to provide excellent customer service.
- Observes service behaviours of associates and provides feedback to individuals.
- Conducts monthly job chats, half yearly and yearly performance management along with the chief concierge.
- Maintains high visibility in public areas during peak times.
- Conduct leadership performance reviews for all direct Reports both midyear and Year end.
- Provides immediate assistance to guests as requested.
- Maintains a track of guest service engagement.
- Reviews comment cards and guest satisfaction results with associates.
- Leads by example for training and role plays for all guest related interactions.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Be able to perform any other duties as assigned.
In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.