Front Office Intern

Posting Date Jun ‎27, ‎2022
Job Number ‎22107546
Job Category Management Development Programs/Interns
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Dubai, United
Arab Emirates, United Arab Emirates VIEW ON MAP
Brand JW Marriott
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N

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™.

JOB SUMMARY
Process all guest check-ins by confirming reservations, assigning room, and
issuing and activating room key. Process all payment types such as room
charges, cash, checks, debit, or credit. Process all check-outs including
resolving any late and disputed charges. Answer, record, and process all guest
calls, messages, requests, questions, or concerns. Coordinate with
Housekeeping to track readiness of rooms for check-in. Communicate parking
procedures to guests/visitors and dispatch bell staff or valet staff as
needed. Supply guests with directions and information regarding property and
local areas of interest. Run daily reports (number of arrivals, departures),
identify any special requests, and check reports for accuracy. Complete
designated cashier and closing reports in the computer system. Cash guests'
personal checks and traveler's checks. Count bank at the beginning and end of
shift. Balance and drop receipts according to Accounting specifications.
SCOPE / BUSINESS
CONTEXT
* A Full Time position based at JW Marriott Marquis Dubai.
* Number of Direct Reports -‎0
* Titles of Direct Reports - ‎0
CANDIDATE PROFILE
Experience:
* Service School
* Hotel School is an added advantage-Preferred
* Skills and Knowledge
* Excellent command of English oral and written communication skills - Arabic or other European Language is an added advantage
* Diplomatic
* Tolerant for all guests and colleagues (regardless of race , sex , color or religion)
* Proactive & responsible
* Ability to make decisions
* Friendly & a people person
* Fast Learner
* Team player
* Able to get on well with people from many different backgrounds
* Able to work under pressure at times
* Ability to handle multitasks at the same time
* Able to do shift work
* Ability to handle cash
* Ability to "sell"
* Knowledge of Dubai is preferred but not essential
Skills and Knowledge
* Report to work on time in proper, clean uniform with name tag
* Personal appearance & grooming must confirm with standard
* Handle all duties according to hotel policies and procedures
* Be knowledgeable about hotel procedures and check all bulletins for information
* Get a daily briefing about all special events and group arrivals
* Have knowledge about all guest rooms , features and amenities plus all services offered by the hotel
* Each associate is expected to carry out any request by management which the associate is capable of performing
* Perform guest registration and room assignment and accommodate special requests of all customers
* Be knowledgeable of Marriott Rewards , Elite program and other Frequent flyer programs as required
* Know how to follow all hospitality guidelines
* Answer the telephone according to telephone etiquette
* Know how to handle safety deposit boxes
* Ensure cleanliness of work areas at all times
* Utilize spare time for cleaning
* Prepare drinks and towels in advance for big groups
* Keep all equipment clean at all times
* Assist all guests in problems and questions as required
* Ensure that all guest problems are solved by using GUEST RESPONSE procedures
* Assist fellow associates on their jobs to ensure completion of all jobs on time
* Have knowledge of all emergency procedure and know how to act on them
* Be flexible with regards to work schedule
* Have knowledge about the city and local attraction to answer any guest query
* Report any unusual occurrence or requests to the manager
* At all times strive to be an ambassador for Marriott
* Be disciplined at all times, stand alert and tall at the lobby
* Greet guests immediately and offer assistance before guests ask you
* Focus your total attention to your customers
* Use all communication means including FD logbook
OTHER
TRAINING
All statutory Marriott training schemes.
Including: Orientation, Compass, Telephone etiquette, Problem Free Stay,
Grooming, ‎100% Leaders
WORKING CONDITIONS
All Uniformed Associates are provided with a Marriott Uniform.
All associates are expected to wear the correct uniform, Marriott Basic
Card and their name badge at all times. You are required to maintain high
standards of personal hygiene, ensuring that you are always clean and well
turned out during your working hours. In the eyes of the guest, you represent
Marriott.
PROMOTION PROSPECTS
GSA / Front Desk Supervisor
ECONOMIC CONDITIONS
Please see attached benefits sheet.
* Note - Hotel operates ‎7 days a week/‎24 hours a day. Schedules and working hours may be adjusted accordingly to meet business demands.
Safety and Security
* 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.
* Notify Loss Prevention/Security of any guest reports of theft.
Policies and Procedures
* Follow company, hotel and department policies and procedures.
* Follows Marriott International Hotels Limited Regional Office policies and procedures
* Protect the privacy and security of guests and coworkers.
* Maintain confidentiality of proprietary materials and information.
* 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.
* Perform other reasonable job duties as requested by Supervisors and Management.
* Working hours as required to do your job but normally not less than ‎48 hours per week.
Guest Relations
* Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
* Assist other employees to ensure proper coverage and prompt guest service.
* 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.
* Address guests' service needs in a professional, positive, and timely manner.
* Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
* 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.
* Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
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.
* Talk with and listen to other employees to effectively exchange information.
Working with Others
* Support all co-workers and treat them with dignity and respect.
* 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.
* Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
* Comply with quality assurance expectations and standards, e.g. Guest Voice and JW Marriott Brand Standard Audit.
Physical Tasks
* Enter and locate work-related information using computers and/or point of sale systems.
* Stand, sit, or walk for an extended period of time or for an entire work shift.
* Read and visually verify information in a variety of formats (e.g., small print).
* Move, lift, carry, push, pull, and place objects weighing less than or equal to ‎10 pounds without assistance.
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.