Executive Lounge Agent - 2301268

JW Marriott Marquis Hotel Dubai
  • Executive Lounge Agent Jobs in Dubai - 2301268

    JW Marriott Marquis Hotel Dubai
  • 2 - 3 Years
  • Dubai - United Arab Emirates
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2301268

Job Description

JOB SUMMARYFocuses on delivering exceptionally personalizedexperience for JW Executive Lounge guests and Marriott Rewards Platinum GuestsResponsible for pre-arrival communication with Executive Lounge Guests andarranging for all guest requests and preferences Process all Executive Loungeguest check-ins by confirming reservations, assigning room, and issuing andactivating room key Process all payment types such as room charges, cash,checks, debit, or credit Process all check-outs including resolving any lateand disputed charges Answer, record, and process all guest calls, messages,requests, questions, or concerns Coordinate with Housekeeping to trackreadiness of rooms for check-in Communicate parking procedures toguestsvisitors and dispatch bell staff or valet staff as needed Supply guestswith directions and information regarding property and local areas of interestRun daily reports (number of arrivals, departures), identify any specialrequests, and check reports for accuracy Complete designated cashier andclosing reports in the computer system Cash guests personal checks andtravelers checks Count bank at the beginning and end of shift Balance anddrop receipts according to Accounting specificationsAssists with food and beverage service and set-up in the ExecutiveLoungeAssists Reception Lobby whenneededSkills and Knowledge Excellent communication skills Computer and MS office literate Opera skills will be an added value English language (written and spoken)Education or Certification Good level of English essential High School, Diploma, Degree education or equivalent requiredSPECIFIC DUTIESThe following are specific responsibilities and contributions criticalto the successful performance of the position Ensure all relevant SOP s are adheredto, to ensure consistent levels of services are maintained at all times To be a champion of GSS keydrivers Staff anticipated guest needs and problem was resolved on firstcontact To be a part of the campaign tocollect as many GSS as possible, without going against the GSS SOP Due to the nature of ourbusiness, to understand that work schedules and demands of the position mayvary from time to time To have knowledge of hotel rates, packages,discounts and vouchers To have knowledge of room types and locationswithin the hotel To ensure that all Guests receivepersonal service to the highest degree of courtesy and to be informed of thehotel s facilities Protect guest and associate security by neverrevealing any personal information, room numbers, addresses, telephone numbersetc unless authorised by a manager To ensure that a good relationship is kept betweenall other departments Report any unusual occurrences andor requests to amanager Perform any reasonable request as directed bymanagement Ensure the cleanliness and neatness of the Executive Lounge areas Man the guest relations desk in the lobbyexecutivelounge Prepare VIP arrival reports and share those withthe hotel staff Maintain high standards of personal hygiene and adhereto grooming standards at all times Hand over any relevant information with necessarydepartments and associates To have full knowledge of EmpowerGuest Experience and to use information daily forfollow up Attend dailyweeklymonthlydepartmental meetings and contribute with the acquired knowledge Conduct daily courtesydeparturecalls Escort guests to their roomswhilst promoting the hotel and following all necessary procedures Play and active role in theimplementation of new procedures and services Conduct room inspections andcoordinate your findings with the necessary departments To take over the tasks of the Executive Lounge Team LeaderSupervisor in their absence(including but not limited to GSS Weekly Reports, attendance of the DailyBriefings, Empower Guest Experience weekly reports, Guest Correspondence) To ensure that all Guestconcerns, complaints and compliments are actioned and addressed in anappropriate manner, logged in guest profile and Empower GuestExperience To liaise with the Executive Lounge Leaders to ensure that information is communicatedefficiently but not duplicated To assist Guests with generalenquires and any other reasonable service requested by guests To assist in check-in andcheck-out if the Front Desk ReceptionLobby areoverloadedunderstaffed Ensure all guests are welcomedaccording to the JW Marriott Welcome Experience Review the trends of arrivals anddeparture and schedule himherself accordingly Be familiar with all localattractions, hotels, restaurants, etc Ensure logs are maintained andput in proper use Daily activities log Handover log Courtesy calls and Guest Engagement log Coordinate with Transportationand airport desk to ensure timely pick-up and drop-off of guests, if required Be aware of VIP arrivals Balance Scorecard Results Implementsstrategies and executes activities to drive and continuously improve financialresults, guest satisfaction, human capital index and market shareOTHERSafety and Security Reportwork related accidents, or other injuries immediately upon occurrence tomanagersupervisor Followcompany and department safety and security policies and procedures to ensure aclean, safe, and secure environment NotifyLoss PreventionSecurity of any guest reports of theftPolicies and Procedures Followcompany, hotel and department policies and procedures Follows Marriott International Hotels LimitedRegional Office policies and procedures Protectthe privacy and security of guests and coworkers Maintainconfidentiality of proprietary materials and information Ensureuniform, nametags, and personal appearance are clean, hygienic, professionaland in compliance with company policies and procedures Protectcompany tools, equipment, machines, or other assets in accordance with companypolicies and procedures Performother reasonable job duties as requested by Supervisors and Management Workinghours as required to do your job but normally not less than 48 hours per weekGuest Relations Activelylisten and respond positively to guest questions, concerns, and requests usingbrand or property specific process (eg, LEARN, JW Symphony of Service) toresolve issues, delight, and build trust

Profile Summary

Type:Company Job

Eligibility:Any Graduation.

Industry:Hotels / Hospitality

Function:Chefs / F&B / Housekeeping / Front Desk

Deadline:23rd Aug 2024

Desired Candidate Profile

Executive Lounge Agent

Company Profile

Not Mentioned