Service Express Shift Leader

Posting Date Jun ‎20, ‎2022
Job Number ‎22101852
Job Category Rooms & Guest Services Operations
Location The Westin Abu Dhabi Golf Resort & Spa, Abu Dhabi Golf Club, Abu
Dhabi, United Arab Emirates, United Arab Emirates VIEW ON MAP
Brand Westin Hotels & Resorts
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N

At Westin, we are committed to empowering the well-being of our guests by
providing a refreshing environment, thoughtful amenities, and revitalizing
programming to help ensure that they leave feeling better than when they
arrived. We recognize that travel can be disruptive to our guests ' well-
being, and we're energized to assist as partners in helping them maintain
control and soaring above it all while on the road. Everything we do is
designed to help guests be at their best, and they appreciate our supportive
attitude, anticipatory service and extensive knowledge on how to best assist
them throughout their stay. We are looking for dynamic people who are excited
to join the team and ready to jump into any situation to give a helping hand.
If you're someone who has is positive, adaptable and intuitive, and has a
genuine interest in the well-being of others around you, we invite you to
discover how at Westin, together we can rise.

POSITION SUMMARY

Answer, record, and process all guest calls, requests, questions, or concerns.
Contact appropriate individual or department to resolve guest call, request,
or problem. Follow up and ensure that any outstanding requests are resolved.
Advise guest of any messages received. Verify and adjust billing. Operate
telephone switchboard station. Monitor busy or unanswered lines, check back
with callers on hold to update status, take messages. Activate and deactivate
guest room message lights. Transfer guests with internet access issues to
internet service provider's customer support line. Assist callers with credit
card, calling card, long distance, collect, overseas, and person to person
calls. Log guest requests, incidents, adjustments and comment cards into
computer to allow for proper tracking and documentation. Supply guests with
directions and property information.

Assist management in training, scheduling, evaluating, motivating and coaching
employees; serve as a department role model. Follow company policies and
procedures; report accidents, injuries, and unsafe work conditions to manager;
ensure uniform and personal appearance are clean and professional; maintain
confidentiality of proprietary information; protect company assets. Welcome
and acknowledge guests according to company standards; anticipate and address
guests' service needs; assist individuals with disabilities; thank guests with
genuine appreciation. Speak using clear and professional language;
prepare/review written documents accurately and completely; answer telephones
using appropriate etiquette. Develop and maintain positive working
relationships; support team to reach common goals. Ensure adherence to quality
standards. Enter and locate information using computers/ POS systems. Stand,
sit, or walk for an extended period of time. Move, lift, carry, push, pull,
and place objects weighing less than or equal to ‎10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.

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.