Assistant Front Desk Manager

Additional Information Assistant Front Desk Manager
Job Number ‎23079254
Job Category Rooms & Guest Services Operations
Location Dubai Marriott Harbour Hotel & Suites, King Salman Bin Abdulaziz
Al Saud Street Dubai Marina, Dubai, United Arab Emirates, United Arab Emirates
VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

The individual will create professional relationships with guests leading to
Marriott and property loyalty. The individual will assist our guests
efficiently, courteously and professionally in all Front Office related
functions, maintaining Marriott's high standard of service at all times.
Complete designated cashier and closing reports in the computer system. Review
shift logs/daily memo books and document pertinent information in logbooks.
Contact appropriate individual or department (e.g., Bellman, Housekeeping) as
necessary to resolve guest call, request, or problem. Supervise and assist on
all guest check-ins by confirming reservations in computer system, verifying
guest identity, requesting form of payment, assigning room, and activating and
issuing room key. Sell a room/accommodation to guests without reservations
based on availability. Ensure rates match market codes and that any exceptions
are documented. Ensure checks that come from outlets (e.g., Health Club,
Retail Shop) are scanned and charged to room.
Assist management in training, evaluating, counselling, disciplining, and
motivating and coaching employees; serve as a role model and first point of
contact of the Guarantee of Fair Treatment/Open Door Policy process. Report
accidents, injuries, and unsafe work conditions to manager; complete safety
training and certifications. Follow all company policies and procedures;
ensure uniform and personal appearance are clean and professional; maintain
confidentiality of proprietary information; protect company assets. Welcome
and acknowledge all guests according to company standards; anticipate and
address guests' service needs; assist individuals with disabilities; thank
guests with genuine appreciation. Speak with others using clear and
professional language; answer telephones using appropriate etiquette. Develop
and maintain positive working relationships with others. Ensure adherence to
quality expectations and standards. Perform other reasonable job duties as
requested by management
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the
successful performance of the position:
Leading
* Demonstrate commitment to the organization and its vision, mission and associate
* Supervising the Front Desk Supervisors & Associates in supplying the highest possible levels of customer care and service whether in the public eye or in the Heart of the House
* Assist FOM in daily operations
* Holds self and other associates accountable for achieving results
* Develop and train other associates
* Address conflicts in a timely manner
* Attend departmental meetings
* Actively solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the appropriate departments and Human Resources as necessary
* Assist as needed in the interviewing and hiring process
* Communicate openly with guest, associate and management
* To understand how the hotel Health and Safety Policy affects your department and how it links with the rest of the hotel
* Maintains Marriott Company SOP's including Brand Standard Audit criteria ensuring standards are achieved during the shift
* Ensure associates are trained to the company standard including New Hire ‎90 day training, ‎15 minute short takes, statutory Fire, Health and Safety and any other training deemed necessary
Customer Service
* Executes and supports Customer Service Standards and hotel's Brand Standards
* Participates in and practices daily service basics of the brand
* Ensure all guests who experience a problem receive an appropriate response; any promised compensation is delivered and appropriate follow up in a timely and professional manner
* Knows hotel rates, daily selling strategy, discounts and how to handle reservation queries
* Follow previously determined "on the day" sales strategy in order to achieve maximum optimum rate. Maximise sales through up-selling
* Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a continuing relationship and loyalty to Marriott
* Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their stay
* Handle walk-in guests, guest concerns and resolve any problems experienced by guests or visitors
* Have a comprehensive knowledge of the hotels facilities and any promotions taking place so as to offer information to guests
Guest Satisfaction
* Sets a positive example for guest relations
* Be a leader in displaying outstanding hospitality skills
* Effectively handles guest problems and complaints
* Actively listen and respond positively to guest questions, concerns and request by using the property specific process (e.g LEARN, Guest Response)
* Knows Brand Standard Procedures
* Observes service behaviour of associates and provides feedback to individuals; continuously strives to improve customer service
* Records guest issues in the Guest Response tracking system
* Emphasize Guest Satisfaction in all departmental meetings
* Be a GSS champion and communicate satisfaction results, issues daily with associates
* Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints
Other
* Performs other duties as assigned to meet business needs
* To ensure that the Police CID Reporting System is updated hourly each day with proper process in place for ‎100% compliance and capturing of all guest records. This includes arrivals, departures, room moves & the number of guests per room.
* To ensure that DTCM reports are daily submitted as required by no later than 12pm each day. ‎100% compliance with this timeline is required
* Works hours as required, normally not less than ‎48 hours per week
* Complies with Marriott International Hotels Limited policies and procedures

OTHER
* Performs other related tasks as assigned by management.
* Complies with Marriott International Hotels Limited Regional Office policies and procedures.
* Working hours as required to do your job but normally not less than ‎48 hours per week.

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™.