Whatever Whenever Team Leader

W Hotels; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

W Hotels in Dubai is seeking a Front Desk/Guest Services Associate to answer, record, and process guest calls, requests, and concerns; coordinate with departments to resolve issues; verify and adjust billing; operate the switchboard and handle messages.

You will train, schedule, and coach team members, uphold company policies, and maintain professional appearance; provide directions and local information; support guest satisfaction with attentive service.

Qualifications

• Answer, record, and process guest calls, requests, questions, or concerns.
• Log guest requests, incidents, adjustments and comments for tracking and documentation.
• Maintain professional communication and follow company policies.

Responsibilities

• Answer and route guest calls, provide information, and resolve issues.
• Assist management in training, scheduling, and coaching employees; uphold standards.
• Verify and adjust billing; operate the telephone switchboard and monitor lines.

Skills

Communication

Guest services

Telephone etiquette

Education

High School Diploma or GED

Job description

Job Number:

26113478

Job Category:

Rooms & Guest Services Operations

Location:

West Crescent, Dubai, United Arab Emirates, United Arab Emirates,VIEW ON MAP

Schedule:

Full Time

Located Remotely?:

N

Position Type:

Non-Management

Position Summary:

Answer, record, and process all guest calls, requests, questions, or concerns. Contact appropriate individual or department to resolve guest call, request, or problem. Follow up and ensure that any outstanding requests are resolved. Advise guest of any messages received. Verify and adjust billing. Operate telephone switchboard station. Monitor busy or unanswered lines, check back with callers on hold to update status, take messages. Activate and deactivate guest room message lights. Transfer guests with internet access issues to internet service provider's customer support line. Assist callers with credit card, calling card, long distance, collect, overseas, and person to person calls. Log guest requests, incidents, adjustments and comment cards into computer to allow for proper tracking and documentation. Supply guests with directions and property information.

Assist management in training, scheduling, evaluating, motivating and coaching employees; serve as a department role model. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare/review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals. Ensure adherence to quality standards. Enter and locate information using computers/ POS systems. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications:

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

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 celebrated.Our 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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.