Guest Relations Coordinator

Job Number ‎22141800
Job Category Rooms & Guest Services Operations
Location Al Maha a Luxury Collection Desert Resort & Spa Dubai, Dubai
Desert Conservation Reserve, Dubai, United Arab Emirates, United Arab Emirates
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Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
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. Count float at
the beginning and end of shift. Balance and drop receipts according to
accounting specifications.

SCOPE / BUSINESS CONTEXT
* A Full Time position based at Al Maha Desert Resort and Spa, The Luxury Collection.
* Number of Direct Reports - ‎2
* Titles of Direct Reports - ‎2

CANDIDATE PROFILE
Experience:
* Hotel experience is desirable but not essential
* Previous experience working within a similar role in a ‎5 star environment preferred

Skills and Knowledge
* Strong Communication skills (verbal, listening, writing)

Education or Certification
* Innovative
* Pro-active and reliable
* Outgoing personality and outstanding guest service skills.
* Knowledge of local area, local attractions, entertainment and landmarks
* Knowledge of hotel room types, layouts and features
* Ability to use Opera, Micros & MARSHA System and other operating systems
* Knowledge of Guest Response Tracking Software / GXP
* Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
* Strong problem-solving skills
* Strong organization and working to deadline skills
* Have a complete understanding of the Marriott Reward program

SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the
successful performance of the position:
* Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedure and events.
* Have knowledge of hotel rates, package and discounts.
* Have knowledge about all guest rooms, features and amenities plus all services offered by the hotel.
* Attend the shift briefing, daily ‎15 minutes training and front office monthly meeting.
* To ensure a quick, efficient and friendly check in and departure of all guests. Ensuring that their details are entered onto the computer correctly and efficiently to the Brand Standards.
* To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit.
* Pass on all the relevant information (including complaints) to the other departments in the
* Operation. To ensure that guests receives services in well-coordinated and timely manner, this Includes additional information which may be relevant to developing and upgrading service, guest History records, Management and Sales and Marketing.
* Assign rooms, accommodating special requests whenever possible.
* Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
* Review requests for late check-outs and approve according to occupancy.
* Operate telephone switchboard station in order to answer telephone calls.
* Manage all GXP functionalities and processes and ensure a full usage of the same by all direct reports.
* Take room service orders over the phone, answering any questions regarding the menu, inputting order. into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy and providing expected delivery time.
* To understand the correct reservation procedures and to take any reservations if required, Be flexible according to the business needs.
* Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.
* Be fully aware of hotel credit policy and procedures and ensure that it's adhered at all time.
* Be knowledgeable and promote the Marriott rewards program.
* Keep yourself informed with all VIP arrivals.
* Be flexible in regard to work schedule.
* Strive to represent Marriott in the most professional manner at all times.
* Ensure that all guests are communicated with the credit policy and procedures upon check-in.
* Take initiative through empowerment to ensure complete guest satisfaction.
* Be fully aware of safety and emergency procedures.
* Handle mail and messages properly and on confidential basis.
* Know how to follow all hospitality guidelines and daily service basics.
* Ensure that all guest problems are resolved by using "Guest Response Program"
* Assist a fellow associates in their Job to ensure that all are done on time.
* Use your Opera and other systems password with discretion. Log off the terminal when leaving the area.
* Have knowledge about the city, the local area and attraction to provide the guests with all requested information.
* Report any unusual occurrences or requests to the manager or supervisor on duty.
* Be familiar with the AM, PM and night check list to ensure smooth daily operations.
* Ability to communicate with all managers, supervisors and fellow associates.
* Be aware of the Marriott brand standards and follow the thoroughly.
* Ensure that daily banking procedures are followed and performed as per the standards.
* Ensure all guests are welcomed, met and greeted, offered welcome drinks and /or cold towels (depending on brand) and escorted to the elevators and/or room according to the Marriott Welcome Experience.
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.

The Luxury Collection is a glittering ensemble of locally authentic hotels and
resorts from around the world. Our hotel teams curate the world 's most
enriching and desirable destination experiences. Our mission is to guide our
guests, these seasoned travelers on transformative journeys that touch their
spirits, enrich their lives and create lasting memories. If you are someone
with an appreciation for evocative storytelling and a desire to provide
genuine, personalized, and anticipatory service, then we invite you to join us
on our journey and explore a career with The Luxury Collection.