At Your Service Supervisor
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At Your Service Supervisor

About the job

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

JOB SUMMARY

 To supervise AYS Agents/ runners to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that AYS operations are working in a professional manner at all times. Will perform AYS agent/ runner and duties when assigned, and assume AYS responsibilities when needed. To train AYS agents on a daily basis, on-the-job and during 15 minutes training. Assist the AYS associates in all areas to ensure a correct and smoothly-operating department.


SCOPE / BUSINESS CONTEXT
  • A Full Time position based at JW Marriott Marquis Dubai.
  • Number of Direct Reports - 3
  • Titles of Direct Reports – At Your Service Team Leader, At Your Service Agent and Runner
CANDIDATE PROFILE
Experience:
  • Adequate experience in a similar supervisory position within front office department minimum 1 year with a great deal interpersonal skills and good level in of physical fitness

Skills and Knowledge

  • Strong Communication skills (verbal, listening, writing)
  • Good level of English essential
  • Innovative
  • Pro-active and reliable
  • Able to work alone and within a team
  • Problem Solving and Complain Handling
  • Flexible and ability to work around the clock
  • OPERA, GXP, Microsoft Office, AVAYA or telephone software and other related operating systems.

Education or Certification

  • Bachelor/ Diploma in Hospitality or related categories
 SPECIFIC DUTIES 

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

  • Have knowledge of hotel, rates, staff and services with hours of operations for all departments involved and surrounding areas.
  • Has a thorough knowledge of guestrooms including: locations, views, amenities, features, types, etc.
  • Offer the hotel guests the best possible service through courteous and proper phone answering procedures.
  • Be an ambassador by promoting the hotel, restaurant, lounge, gift shops, etc.
  • Be able to give accurate directions and information regarding the immediate and metro area.
  • Ensure all customer complaints are recorded in the Guest Experience Platform in a timely and professional manner.
  • Ensure and assist all guests experiencing a problem receive an immediate response along with satisfactory resolution, any promised compensation is delivered and all guests receive appropriate follow up in a timely and professional manner.
  • Ensure effective coaching and counselling methods are used as directed by Marriott International.
  • Assist At Your Service Manager in managing the operations and admin tasks including conducting performance appraisals, job chats of assigned staff ensuring development plans are in place and used.
  • Be familiar with all SOPs, LSOPs and Job aids relating to the front office operation.
  • Have a thorough knowledge of all Emergency Procedures
  • Regularly conduct PCI and hospitality audits in order to ensure compliance according to Marriott International standards.
  • Be fully aware of the Marriott Brand standard compliance requirements for all front office sections.
  • Be security conscious at all times and inform Manager on Duty of anything suspicious
  • Have strong organizational skills; always practice “Clean as you go”
  • Report to work on time with proper uniform, including name tag. Personal appearance and other grooming standards must comply with the standard of the hotel.
  • At all times strive to represent Marriott in the most professional, courteous manner.
  • Each associate is expected to carry out, within their capabilities, all reasonable requests by management
  • Be flexible to work various shifts around the business needs to assist all front office sections
  • Be proactive in your job, giving proper handover to other colleagues/department head and to follow through. Informing all department related information to the department head in his/ her absence with proper communication.
  • Showing positive attitude and inculcating the same within the team members.
  • Be able to perform any additional scope of duties if requested by the Management.
  • Ensuring all the resources is available for the associates to carry out their duties.
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 Supervisors and Management.
  • Working hours as required to do your job but normally not less than 48 hours per week.
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 when possible.
  • 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.
  • 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.

About you

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The company

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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At Your Service Supervisor

Dubai, United Arab Emirates

Full-time, Indefinite

Start Date:

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