Guest Experience Expert (Arabic Speaking)

Marriott Hotels Resorts; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel chain in Dubai is seeking a Guest Services Agent to manage check-ins and ensure exceptional guest service. The ideal candidate should have strong communication skills and some hotel experience. Responsibilities include coordinating with housekeeping and providing information to guests to enhance their stay. A certification in hotel management is preferred. Opportunities for career growth in a vibrant environment available.

Benefits

Employee discounts

Career development opportunities

Health insurance

Qualifications

• Hotel experience is desirable but not essential.
• Previous experience in a 5 star environment preferred.
• Knowledge of local area attractions and landmarks.

Responsibilities

• Process guest check-ins and check-outs efficiently.
• Coordinate with Housekeeping for room readiness.
• Assist guests with information and requests.

Skills

Strong Communication skills

Customer service skills

Problem-solving skills

Organizational skills

Education

Hotel management certification

Tools

Opera

Micros

GXP

Job description

Description
JOB SUMMARY

Process all guest check-ins by confirming reservations assigning room and issuing and activating room key. Process all payment types such as room charges cash checks debit or credit. Process all check-outs including resolving any late and disputed charges. Answer record and process all guest calls messages requests questions or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Count float at the beginning and end of shift. Balance and drop receipts according to accounting specifications.

SCOPE / BUSINESS CONTEXT

• A Full Time position based atAl Maha Desert Resort and Spa The Luxury Collection.
• Number of Direct Reports - 2
• Titles of Direct Reports 2

CANDIDATE PROFILE

Experience:

• Hotel experience is desirable but not essential
• Previous experience working within a similar role in a 5 star environment preferred

Skills and Knowledge

• Strong Communication skills (verbal listening writing)

Education or Certification

• Innovative
• Pro-active and reliable
• Outgoing personality and outstanding guest service skills.
• Knowledge of local area local attractions entertainment and landmarks
• Knowledge of hotel room types layouts and features
• Ability to use Opera Micros & MARSHA System and other operating systems
• Knowledge of Guest Response Tracking Software / GXP
• 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

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Be knowledgeable about daily hotel operations check daily event sheet bulletin boards and be up to date with all changes new procedure and events.
• Have knowledge of hotel rates package and discounts.
• Have knowledge about all guest rooms features and amenities plus all services offered by the hotel.
• Attend the shift briefing daily 15 minutes training and front office monthly meeting.
• To ensure a quick efficient and friendly check in and departure of all guests. Ensuring that their details are entered onto the computer correctly and efficiently to the Brand Standards.
• To arrange and co-ordinate the activities tours /transfers and special requests of guests and visitors to the resort ensuring that they have the maximum comfort and convenience for the duration of their visit.
• Pass on all the relevant information (including complaints) to the other departments in the
• Operation. To ensure that guests receives services in well-coordinated and timely manner this Includes additional information which may be relevant to developing and upgrading service guest History records Management and Sales and Marketing.
• Assign rooms accommodating special requests whenever possible.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Review requests for late check-outs and approve according to occupancy.
• Operate telephone switchboard station in order to answer telephone calls.
• Manage all GXP functionalities and processes and ensure a full usage of the same by all direct reports.
• Take room service orders over the phone answering any questions regarding the menu inputting order. into appropriate system up-selling following method of payment policies reading back the order to confirm its accuracy and providing expected delivery time.
• To understand the correct reservation procedures and to take any reservations if required Be flexible according to the business needs.
• Complete end-of-day activities including posting charges to accounts running night audit backup and roll the date.
• Be fully aware of hotel credit policy and procedures and ensure that its adhered at all time.
• Be knowledgeable and promote the Marriott rewards program.
• Keep yourself informed with all VIP arrivals.
• Be flexible in regard to work schedule.
• Strive to represent Marriott in the most professional manner at all times.
• Ensure that all guests are communicated with the credit policy and procedures upon check-in.
• Take initiative through empowerment to ensure complete guest satisfaction.
• Be fully aware of safety and emergency procedures.
• Handle mail and messages properly and on confidential basis.
• Know how to follow all hospitality guidelines and daily service basics.
• Ensure that all guest problems are resolved by using Guest Response Program
• Assist a fellow associates in their Job to ensure that all are done on time.
• Use your Opera and other systems password with discretion. Log off the terminal when leaving the area.
• Have knowledge about the city the local area and attraction to provide the guests with all requested information.
• Report any unusual occurrences or requests to the manager or supervisor on duty.
• Be familiar with the AM PM and night check list to ensure smooth daily operations.
• Ability to communicate with all managers supervisors and fellow associates.
• Be aware of the Marriott brand standards and follow the thoroughly.
• Ensure that daily banking procedures are followed and performed as per the standards.
• Ensure all guests are welcomed met and greeted offered welcome drinks and /or cold towels (depending on brand) and escorted to the elevators and/or room according to the Marriott Welcome Experience.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.