Guest Relations Agent
Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury. Home to the world’s tallest building, the largest shopping mall, the iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai, it is a place for those who seek the best the world has to offer.
The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region’s most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world’s most discerning travelers.
Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai’s Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city.
The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.
Qualifications
JOB SUMMARY
To be fully responsible for the smooth and efficient arrival and departure of all guests. Responsible for pre-arrival communication for VIPs and Penthouse bookings. Prepares for all VIP arrivals and departures and meet & greets. Proactively ensures guests’ needs are met and exceeded at all times. Rresponsible for admin daily tasks, completion for check lists, pre-arrival and post arrival to manage and effective distribution to ensure proper resolution of any guest concerns.
CANDIDATE PROFILE
Experience:
Customer services/contact.
Hotel/hospitality experience especially in the Middle East will be an added value
Skills and Knowledge
Communication skills
Computer literate; MS Office, MS Excel, MS Word, MS Power Point & knowledge of Opera and Marsha is mandatory
MS Office, English language (written and spoken)
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the successful performance of the position:
Prepare for VIP arrivals for the current day and also tomorrow
Assign room and place OOS the day prior depending on the guest preferences and hotel inventory
Ensure all welcome packs are completed
Ensure all pre-arrival communication information is updated in Opera
Ensure amenities are in the room prior to guests arrival
Merge profiles to ensure missing stay's with Marriott rewards are reduced
Controlling Rooms Division amenities
Communication with IRD to ensure timely delivery of amenities
Using Micros system to place orders
Controlling costs by tracking amenity consumption
Provide hotel management a condensed informative document regarding the VIP's for today and tomorrow
Maintain strong positive relationships with Housekeeping and Engineering regarding VIP rooms
Daily communication with IRD providing amenity forecasts
All emails are read, understood and actioned.
Traces are used in Opera; placing them for follow up, resolving them once completed
Ensuring Executive Committee members are aware of VIPs and coordinating personalized requests and communication
Providing internal communication through effective handover's
Preparing and utilizing Coversheets ensuring all guest information is included
Assigning VIP status, organizing amenities and providing pre-arrival communication for Long Stay bookings
Assigning VIP status, organizing amenities and providing pre-arrival communication for Repeat guests on their milestone stay
Ensure ETA's are gained for all bookings through pre-arrival communication to ensure a smooth arrival experience
Update Manager On Duty issues into guest Opera profiles ensuring all information is retained for future stay's
Silver Marriott Reward members are highlighted, prepared for and also courtesy call completed to ensure maximum satisfaction
Preferences identified for Thoughtful gestures to be completed
Highlight, prepare and oversee the arrival experience for 2 and 3 bedroom suite bookings, ensuring all team members are aware
Initiate and Involve in additional projects and duties as assigned by leaders and ensure the tasks are done within the deadline
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Apply to Job
The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region’s most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world’s most discerning travelers.
Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai’s Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city.
The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.
Qualifications
JOB SUMMARY
To be fully responsible for the smooth and efficient arrival and departure of all guests. Responsible for pre-arrival communication for VIPs and Penthouse bookings. Prepares for all VIP arrivals and departures and meet & greets. Proactively ensures guests’ needs are met and exceeded at all times. Rresponsible for admin daily tasks, completion for check lists, pre-arrival and post arrival to manage and effective distribution to ensure proper resolution of any guest concerns.
CANDIDATE PROFILE
Experience:
Customer services/contact.
Hotel/hospitality experience especially in the Middle East will be an added value
Skills and Knowledge
Communication skills
Computer literate; MS Office, MS Excel, MS Word, MS Power Point & knowledge of Opera and Marsha is mandatory
MS Office, English language (written and spoken)
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the successful performance of the position:
Prepare for VIP arrivals for the current day and also tomorrow
Assign room and place OOS the day prior depending on the guest preferences and hotel inventory
Ensure all welcome packs are completed
Ensure all pre-arrival communication information is updated in Opera
Ensure amenities are in the room prior to guests arrival
Merge profiles to ensure missing stay's with Marriott rewards are reduced
Controlling Rooms Division amenities
Communication with IRD to ensure timely delivery of amenities
Using Micros system to place orders
Controlling costs by tracking amenity consumption
Provide hotel management a condensed informative document regarding the VIP's for today and tomorrow
Maintain strong positive relationships with Housekeeping and Engineering regarding VIP rooms
Daily communication with IRD providing amenity forecasts
All emails are read, understood and actioned.
Traces are used in Opera; placing them for follow up, resolving them once completed
Ensuring Executive Committee members are aware of VIPs and coordinating personalized requests and communication
Providing internal communication through effective handover's
Preparing and utilizing Coversheets ensuring all guest information is included
Assigning VIP status, organizing amenities and providing pre-arrival communication for Long Stay bookings
Assigning VIP status, organizing amenities and providing pre-arrival communication for Repeat guests on their milestone stay
Ensure ETA's are gained for all bookings through pre-arrival communication to ensure a smooth arrival experience
Update Manager On Duty issues into guest Opera profiles ensuring all information is retained for future stay's
Silver Marriott Reward members are highlighted, prepared for and also courtesy call completed to ensure maximum satisfaction
Preferences identified for Thoughtful gestures to be completed
Highlight, prepare and oversee the arrival experience for 2 and 3 bedroom suite bookings, ensuring all team members are aware
Initiate and Involve in additional projects and duties as assigned by leaders and ensure the tasks are done within the deadline
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Apply to Job