Rooms Controler Supervisor
About the job
Follow all company policies and procedures; ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information. Assist management in training, motivating, and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Have your daily strategy and divide the tasks between your team members. Double check the room assignment done by rooms control team and it should be according to guest request and preferences whenever possible. Organize and coordinate check-in/pre-registration procedures for arriving groups. Communicate with Housekeeping, Events, and Engineering departments and facilitate the tasks. Check and review rooms controllers check lists and assist on the hand over.
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 1
- Titles of Direct Reports – Rooms Controller
- Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential
- Having an experience in similar position for at least 12 months preferred
- Strong Communication skills (verbal, listening, writing)
- Innovative
- Pro-active and reliable
- OPERA, Marsha, Guestware, Microsoft Office and other related operating systems
- Flexible and ability to work around the clock
- 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
- Deliver trainings and create development plans for the team
- Good level of English essential
The following are specific responsibilities and contributions critical to the successful performance of the position:
- Develop and maintain positive productive working relationships with other associates and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Handle sensitive issues with associates and/or guests with tact, respect, diplomacy, and confidentiality.
- Actively listen to and consider the concerns of other associates, responding appropriately and effectively.
- Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes.
- Review the virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments
- Encourage all associates to keep working areas clean and tidy
- Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations
- Participate in the training and development of the rooms control team and provide training to associates when necessary
- Be able to identify and resolve Guests problems and feedback up to the guest satisfaction
- Ensure that LEARN and 5W’s methods are followed whilst dealing with constructive guest feedback and ensure that all concerned application are filled and concerned departments are informed
- Have a thorough knowledge of all Emergency Procedures
- Be in charge of the MRT/PPM program with housekeeping and Engineering departments.
- Be able to work shifts around the business needs to assist all front office sections.
- Support and practice Empowerment within the Rooms Control section
- Regularly conduct PCI audits in order to ensure compliance according to Marriott International standards
- Assuring that all Rooms Control Associates are continually updated with hotel promotions, rates, packages and discounts
- 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.
- Have a thorough knowledge of Visa policy and procedures and assist in absence of visa coordinator.
- Be fully aware of the Marriott Brand standard compliance requirements for all front office sections.
- Prepare and ensure timely delivery of daily reports to other departments
- Perform any additional scope of duties if requested by the management.
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Be flexible according to the business need
- Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
- At all times strive to represent Marriott in the most professional, courteous manner
- Coach and develop associates (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
- Be fully aware of Credit Policy and supervise compliance, keeping manager and all concerned departments informed of any possible credit risks.
- Ensure Contingency Reports are regularly printed and filed accordingly.
- Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Have strong organizational skills; and always practice “Clean as you go”
- 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.
- 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.
- 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.
- 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.
- Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.
- 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.
- Department: Management Rooms division
About you
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.
Rooms Controler Supervisor
Full-time, Indefinite
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