Guest Arrival Expert (Bellman/Doorman - Concierge)

Job Number ‎23054410
Job Category Rooms & Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay,
Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY
First impressions are everything. When guests arrive at our hotels, we want
that impression to be memorable. The same goes for departures. When guests
leave, we want them to go with a smile and a feeling that we were there for
them throughout their stay. We want to build an experience that is memorable
and unique from start to finish. Our Guest Arrival Experts take the initiative
to deliver a wide range of services that guide guests through their arrival
and departure experiences. They are empowered to move about their space and do
what needs to be done. Whether processing operational needs, addressing guest
requests, completing reports, or sharing the highlights of the local area, the
Guest Arrival Expert makes transactions feel like part of the experience.
No matter what position you are in, there are a few things that are critical
to success - creating a safe workplace, following company policies and
procedures, maintaining confidentiality, protecting company assets, upholding
quality standards, and ensuring your uniform, personal appearance, and
communications are professional. Doing all these things well (and other
reasonable job duties as requested) is critical for Guest Arrival Experts - to
get it right for our guests and our business each and every time.
CRITICAL TASKS
Guest Relations
* Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (enter brand specific programs ) to resolve issues, delight, and build trust.
* Address guests' service needs in a professional, positive, and timely manner.
* 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.
* Assist other employees to ensure proper coverage and prompt guest service.
* Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
* Thank guests with genuine appreciation and provide a fond farewell.
* Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
* Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.
* Communicate recommendations in a way that builds excitement and interest among guests and associates.
* Perform other reasonable duties as requested.
Guest Services
* Arrange transportation (e.g., taxi, shuttle bus, Uber) for guests/residents/visitors, and record advance transportation request as needed.
* Contacts appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
* Follow up with guests to ensure their requests or problems have been met to their satisfaction.
* Manage access to technological devices within public spaces (e.g., television, remote control, computer, internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
* Contact appropriate individual or department (e.g., Valet, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
Greet/Escort Guests
* Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
* Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
Communications
* Speak to guests and co-workers using clear, appropriate and professional language.
* Discuss work topics, activities, or problems with coworkers, Managers, or managers discreetly and quietly, avoiding public areas of the property.
* Talk with and listen to other employees to effectively exchange information.
* 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.
Working with Others
* Support all co-workers and treat them with dignity and respect.
* Develop and maintain positive and productive working relationships with other employees and departments.
* Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Policies and Procedures
* Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.
* Follow company and department policies and procedures.
* Perform other reasonable job duties as requested by supervisors.
* Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
* Protect the privacy and security of guests and coworkers.
Quality Assurance/Quality Improvement
* Comply with quality assurance expectations and standards.
Safety and Security
* Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
* Maintain awareness of undesirable persons on property premises.
* Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
* Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
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 International portfolio of brands includes both JW Marriott and
Marriott Hotels.

Marriott Hotels , Marriott International's flagship brand with more than
‎500 global locations, is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels, you will help keep this
promise by delivering premium choices, sophisticated style, and well-crafted
details. With your skills and imagination, together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and
consists of more than ‎80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you're happy, our guests will be happy. It's as simple as
that. Our hotels offer a work experience unlike any other, where you'll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training, development, recognition and
most importantly, a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That's The JW Treatment™.