Posting Date Mar 12, 2019
Job Number 19000PYH
Job Category Rooms and Guest Services Operations
Location Grosvenor House, a Luxury Collection Hotel, Dubai, Dubai, United Arab Emirates VIEW ON MAP
Brand The Luxury Collection
Position Type Non-Management/Hourly
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Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 5,700 properties, you’ll find us in your neighborhood and in more than 110 countries across the globe. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World.™
A pinnacle of perfection, set within the cosmopolitan Dubai Marina. Grosvenor House Dubai is a landmark of prestige and a symbol of refinement. It is a home for culture, creative excellence, and a collector of lasting impressions.
Grosvenor House is a name steeped in excellence and combines luxurious standards with futuristic flair. A guardian of tradition, perfectly refined. The Grosvenor House prides itself on its impeccable service, built on the legendary hospitality of Arabia. Every wish expressed is met with equal measures of priority, discretion and charm.
Located close to the city center within easy reach of business and leisure facilities, the Grosvenor House is the ideal location for business, leisure or for it your home.
Scope and General purpose of the job:
Manage and resolve all the guests’ complaints, ensuring guest satisfaction, fostering safety and security of the hotel.
To report to work prior to the rostered commencement time, well groomed and attire in line with standards.
To be aware of the Butlers, Guest services and Reception schedule.
To promote and maintain a professional persona and render full co-operation to guests along with prompt, attentive, caring and helpful attitude.
Prepares VIP’s arrival; room allocation, amenities, Meets and Greet upon arrival, escort to the room, during stay satisfaction.
Assists in VIP’s arrival departure, serving as hotel representative and ambassador.
Checks on registration cards, welcome letters of arriving guests and ensures all information are correct.
Liaise with the Airport Representative and transportation team to offer a personalized and efficient arrival experience to our guests using the transfer service.
Meets upon check-in all the Ambassador Members.
Handles guest complaints and other related problems as per company SOP, following up with guests and to ensure the complaints are resolved to guests’ satisfaction.
Ensures that all the Customer Feedback Form (CFF) are recorded into the dedicated system, allocates to issue to the responsible department, monitors that actions are taken and updates accordingly the system and the team.
To be aware and monitor the Guest’s feedback from different sources (Guest Voice and main social media reviews)
Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
Manage the lobby and ensures that at all the times the area is covered by a Guest Service associate, Butler and Reception.
Effectively provides the handover to the next Manager on Duty, ensuring that all key complaints and information are communicated.
Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
Assists reception, business centre, cashier, concierge and bell captain during they are busy.
Runs the Master arrival report, ensuring that all the information on the Guest Experience Platform portal correspond to the one in Opera.
Assigns and monitors that all the GXP requests are allocated and closed as per standard.
Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
Understand all credit procedures and ensure they are applied as per PCI compliance.
To be responsible for front office operation during the absence of Operation Night Manager.
Conducts and ensures the neat of appearance of all the front office attendants as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, guest relations manager and their shift leaders.
To strive to constantly anticipate the clients needs to ensure a high level of client satisfaction.
To have full and comprehensive knowledge of the hotel including all departments services and outlets.
To know the emergency procedures i.e. Fire, power failure, bomb threat. To have full knowledge and be able to act upon the hotel & guest health and safety procedures.
To be aware of all the company, safety and security policies, as well as Brand and Operational standards (LRA).
To carry out any other duties that may occur from time to time as designated by a member of the management.
To maintain professional confidentiality a
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