[{{ $ctrl._job.status.name | translate}}] Assistant Chief Concierge
JW Marriott Marquis Hotel Dubai

Posted

Job description

JOB SUMMARY

Assist in overseeing all concierge operations with a focus on ensuring that the highest levels of hospitality and service are provided. Represents concierge department in resolving any guest or hotel related situation. Manages the flow of questions and directs guests within the lobby. Serves as assistant to chief concierge and handles the tracking of flawless service for guest. Assists in managing the day to day operations of the Concierge team.

SCOPE / BUSINESS CONTEXT

A Full Time position based at JW Marriott Marquis Dubai.
Number of Direct Reports - 76
Titles of Direct Reports – Bellman, Doorman, Concierge Agents.

CANDIDATE PROFILE
Experience:

Previous experience in similar or supervisory role and preferred Les Clefs d’Or Member.

Skills and Knowledge

Previous experience of Concierge Management, Developing and Building Teams, Opera ,Supervising Associates of more than 30 team members .
Communicating with Peers, or Subordinates in providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person

Education or Certification

Higher secondary and above, Basic Computer skills, Typing speed of 40 words per minute.

SPECIFIC DUTIES

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

Responsible for providing hands on leadership support to the Chief Concierge by following all instructions and guidelines set towards the success of the department.
Ensures robust Arrival Experience & Elite / VIP Guest Recognition plans are in place to drive strong Guest Experience scores.
Serves as an immediate assistance to the chief concierge in achieving and driving guest satisfaction goals.
Responsible for ensuring keen focus on Guest Satisfaction with Resolution Scores by working with related areas to ensure guest issues are reported when they occur and addressed by senior team members prior to guest departure.
Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel.
Manages the flow of operation at the front drive in assisting the valet and doorman.
Demonstrating Leadership, Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Communicating Information timely in being able to Inform and/or updating the peers and the subordinates on relevant information in a timely manner.
Ensures compliance with all policies, standards and procedures.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met within all areas of concierge.
Observes service behaviours of associates and ensures that all uniformed associates are properly attired and groomed, each wearing a nametag and appropriate brand standards
Understands and follows all call in procedure for all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Participates as needed in the investigation of associate and guest accidents.
Understands and complies with loss prevention policies and procedures.
Supervises & assists all areas of the concierge under minimum supervision.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for concierge.
Empowers associates to provide excellent customer service.
Observes service behaviours of associates and provides feedback to individuals.
Conducts monthly job chats, half yearly and yearly performance management along with the chief concierge.
Maintains high visibility in public areas during peak times.
Consults and Conducts leadership performance Reviews for all direct Reports both midyear and Year End.
Provides immediate assistance to guests as requested.
Maintains a track of guest service engagement.
Reviews comment cards and guest satisfaction results with associates.
Leads by example for training and role plays for all guest related interactions.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Be able to perform any additional scope of duties if requested by the Management.

OTHER
Safety and Security

Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Notify Loss Prevention/Security of any guest reports of theft.


Policies and Procedures

Follow company, hotel and department policies and procedures.
Follows Marriott International Hotels Limited Regional Office policies and procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by direct manager and Management.
Working hours as required to do your job but normally not less than 48 hours per week.
Adheres to the compliance of booking high risk activities and tours other than those contracted by the hotel.


Guest Relations

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name and introducing own name.
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Use of telephone at work for work related requirements.
Speak to guests and co-workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.

Working with Others

Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

Enter and locate work-related information using computers and/or point of sale systems.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and visually verify information in a variety of formats (e.g., small print).

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

CANDIDATE PROFILE
Experience:

Previous experience in similar or supervisory role and preferred Les Clefs d’Or Member.

Skills and Knowledge

Previous experience of Concierge Management, Developing and Building Teams, Opera ,Supervising Associates of more than 30 team members .
Communicating with Peers, or Subordinates in providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person

Education or Certification

Higher secondary and above, Basic Computer skills, Typing speed of 40 words per minute.
Job type
Full-time
Location
Dubai, United Arab Emirates
Department
Front Office concierge
Starting in
As soon as possible
Latest start date
September 2018

JW Marriott Marquis Hotel Dubai

Dubai is a city of awe-inspiring ambition and unsurpassed luxury. Home to the world's tallest building, the largest shopping mall, the iconic Palm and now JW Marriott Marquis Hotel Dubai, it is a place where dreams come true. Our landmark 5-star hotel in Dubai is set to become one of the region's most desirable destinations, offering a spectrum of business facilities and 14 diverse dining options for the most discerning of travelers. We are a brand synonymous with intuitive service and refined taste, a title given only to the finest properties in the Marriott portfolio. Elevated above Dubai's business district, on Sheikh Zayed Road, our 5-star hotel's height makes us the world’s tallest accommodation. Spread across two iconic towers, the spectacular hotel features exceptional event settings for celebrations of all kinds, an enticing array of relaxing recreational activities, and the sublime SARAY Spa and Health Club. Experience innovative luxury when you stay at one of the leading five-star hotels in Dubai.

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