JW Marriott Hotel Marina is an urban waterfront luxury hotel located in Dubai Marina, one of the most sought-after destinations in the vibrant city of Dubai. Offering breathtaking views of the picturesque marina skyline and the Arabian Gulf, the hotel is renowned for its contemporary design, world-class amenities, and impeccable service. It boasts a wide range of well-appointed rooms and suites, each exuding elegance and comfort, ensuring a truly relaxing stay. From private balconies with stunning views to modern amenities including flat-screen TVs, complimentary Wi-Fi, and plush bedding, guests can indulge in a lavish and sophisticated ambiance. Directly connected to famous shopping mall, an extensive array of boutique shops, big brands and lifestyle options are easily accessed via the hotel lobby.

YOUR ACCOUNTABILITY

Maintaining Guest Services and Front Desk Goals

Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

Utilizes interpersonal and communications skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and building mutual trust, respect, and cooperation among team members.

Serving as role model to demonstrate appropriate behaviors.

Supervises and manages employees. Manages all day to day operations. Understands employee positions well enough to perform duties in employee’ absence.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback to individuals.

Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

Ensures employees understand customer service expectations and parameters.

Interacts with guests to obtain feedback on product quality and service levels.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

Implements the customer recognition/service program, communicating and ensuring the process.

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Supervises same day selling procedures to maximize room revenue and control property occupancy.

Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs and support the Peer Review Process.

Supporting Talent & Culture Activities

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Participates in employee progressive discipline procedures.

WHAT WE LOOK FOR

Education: high school diploma or G.E.D. equivalent; bachelor or master degree a plus

Related Work Experience: At least 4-year in Guest Services / Front Desk management

Supervisory Experience: Minimum 2-year in relevant supervisory field

License or certification: any certification or training in the pertinent discipline an advantage

Personality: pleasant, presentable grooming, promotes fun and relaxing atmosphere for guests, organised, hospitable, creative, solid integrity, team player, respectful towards people

Competence: Able to work under pressure, odd hours per Business, self-motivated, high Business Development appetite, and willingness to go the extra mile for Guests, Business, and Associates

Financial acumen: strategic and applied knowledge on value creation, expense management, and profitability production