[{{ $ctrl._job.status.name | translate}}] Restaurant Reservations Team Leader
JW Marriott Marquis Hotel Dubai

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Job description

Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury. Home to the world’s tallest building, the largest shopping mall, the iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai, it is a place for those who seek the best the world has to offer.



The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region’s most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world’s most discerning travelers.

Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai’s Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city.


The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.


  • To serve the guests in accordance with the JW Marriott standards of Food and Beverage Quality Service. 

  • Display aggressive hospitality with both guests and co-workers.         

  • Take pride in all facets of the service to include quality, appearance and professionalism.  

  • To assist the restaurants in reservation, in order to accommodate as many guests as possible for the profit and revenue. 

  • To ensure guests’ satisfaction at all time without jeopardizing the quality of service. 


  • A Full Time position based at JW Marriott Marquis Dubai.

  • Number of Direct Reports – Based on operations

  • Titles of Direct Reports – Restaurant Reservation Agents



  • Minimum of 2-year experience of a similar position within a five star hotel

  • Skills and Knowledge

  • Telephone etiquette

  • Hospitable

  • Able to work under pressure

  • Ability to verbally communicate effectively with guests and co-workers.

  • Leadership skills

  • Training and motivating skills

  • Systems ( Opera, ResPAK, MS Office)

Education or Certification:

  • High school diploma or GED; 4-year experience in the food and beverage, culinary, or related professional area.


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

  • Updating ResPak bookings - is first priority on opening shift and closing shift. 

  • Attending queries– telephones have to be answered within of three rings in friendly and professional manner at all times.  Offer immediate assistance and information required. 

  • Taking reservations – ResPak must be opened when taking reservations.  If ResPak is not available, bookings must be taken on a piece of paper tentatively.  Callback procedure must be made to ensure booking is in placed after encoding the reservations.  All reservations taken before the date of the event is considered tentative unless it is pre-paid.  Guest(s) must be notified on the day of their booking for confirmation otherwise booking has to be removed if no confirmation is made.  Cut-off date must be informed to the guest(s) when taking of the bookings.

  • To learn by heart F&B Menus and its Promotions. 

  • To be proactive in selling, taking reservations, sending proposals and confirmations, responding to F&B business related queries through emails, by fax or via post. 

  • Open and close shift in accordance with manager's checklistOpen communications – information related to operations, reservation details, and agendas externally or internally must be coordination with colleagues, department concerned and immediate superior.

  • Be on time –be at the office on time and not few minutes or so.  Follow call-in procedure of Associates handbook when coming late or absent, please be informed that these issues are not tolerable unless with valid reason(s).

  • Leaving the station – never to leave the station without informing colleagues. Never to leave without a reliever during the operation timings.

  • DBM (Database Management) – assist encoding correct details of the guests regularly in the ResPak.

Side Duties:

  • Filings, cleaning of office, Requisitions of supplies, Maintenance request, on the floor welcoming and guiding guests when required and ocular inspections.

  • Train, maintain and enforce all Marriott service standards using use records, menus and appropriate reference materials.

  • Ensure all side work is done on a daily basis.


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.


  • 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.


See description

Job type
Dubai, United Arab Emirates
F&B service
Starting in
As soon as possible
Duration of the contract

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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