Front Office Supervisor

Job Number ‎22138364
Job Category Rooms & Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Dubai, United
Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY
Supervise front desk associates to ensure all hotel policies, procedures,
regulations and standards are followed. Ensuring that front desk operations
runs smoothly in a professional manner at all times.
Perform all front desk related responsibilities and duties when assigned or
required. Assume leadership in the absence of front desk manager

SCOPE / BUSINESS CONTEXT

Ensure appropriate and adequate training of all front desk associates
including all on-the-job, off-the-job and 15min training. Welcome and
acknowledge all guests according to company standards; anticipate and address
guests ' service needs;
* A Full Time position based at JW Marriott Marquis Dubai.
* Number of Direct Reports - ‎3
Titles of Direct Reports - Front Desk Agent/Team Leader (Front Desk & Rooms
Controller)

CANDIDATE PROFILE

Experience:
* Previous experience working within a Front Office hotel environment in the ‎5 star/luxury market is essential
* Having an experience in similar position for at least ‎12 months preferred
Skills and Knowledge
Strong Communication skills (verbal, listening, writing)
* Innovative
* Pro-active and reliable
* MICROS, OPERA, MARSHA, GXP, Microsoft Office, FCS or telephone software and other related operating systems Flexible and ability to work around the clock
* 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 Deliver trainings
Education or Certification
* Good level of English essential
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the
successful performance of the position:
* Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
* Maintain good working relationship with all hotel departments.
* Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
* Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
* Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
* Demonstrate and promote quality awareness amongst front office associates (Front Desk and Rooms Controller Team). Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
* Ensure all require reports are printed, performed and filed according to the standards.
* Ensure smooth check-in and check-out of all guests (including group check ins), and proper handling of all guest accounts.
* Supervise VIP and Marriott Bonvoy Elite member arrivals. Ensure meet and greet for Elite member.
* Ensure all guest requests are met and special requirements/preferences are taken into account
* Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
* Assuring that all front office associates (Front Desk and Rooms Controller Team) are continually updated with hotel promotions, rates, packages and discounts
* Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
* Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
* Be fully aware and lead the Marriott ISRA and CSAT Audit Reports. In addition, ensuring that FO is always in compliance with the set audit points.
* Be familiar and promote Marriott Bonvoy Program and encourage all front office associates in order to achieve monthly target.
* Be in charge of the MRT/PPM program with housekeeping and Engineering departments
* Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments.
* Supervise accurate and thorough Bucket Check.
* Encourage all associates to keep working areas clean and tidy.
* Have a thorough knowledge of OPERA, MARSHA, IMS, GXP and other front office related operational software.
* Be familiar with all Job aids and L.S.O.P.s relating to the front office operations
* Participate in the training and development of front office associates (Front Desk and Rooms Controller Team) and provide training to associates when necessary
* Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
* Support and practice Empowerment within front office team
* Understand all front office sections and their operational requirements.
* Run the night operations for the hotel; ensure proper closing of the day and delivery of the reports.
* Identify and resolve guests problems efficiently and resolve to the guest satisfaction
* Have a thorough knowledge of all Emergency Procedures
* Supervise guest registration and all relevant registration details required by the UAE law.
* Have a thorough knowledge of Visa policy and procedures and assist in absence of visa coordinator.
* Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float.
* Regularly conduct PCI audits in order to ensure compliance according to Marriott International standards.
* Be security conscious at all times and inform Manager on Duty of anything suspicious.
* Prepare and ensure timely delivery of daily reports to other departments as well as executive office
* Assist in maintaining of bulletin board, or other visual representation, to note any outstanding issues, supply shortages within front office department.
* Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly.
* Each associate is expected to carry out, within their capabilities, all reasonable requests by management
* Be flexible according to the business need
* Have an excellent approach to customer service
* Have strong organizational skills; always practice "Clean as you go"

OTHER
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. GuestVoice 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.

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™.