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Guest Experience Supervisor - The Abu Dhabi EDITION

Abu Dhabi, United Arab Emirates
Rooms and Guest Services Operations

Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Mar 12, 2018
Job Number 18000POJ
Job Category Rooms and Guest Services Operations
Location The Abu Dhabi EDITION, Abu Dhabi, United Arab Emirates VIEW ON MAP
Brand Edition Hotels
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. Our hotels are stunning microcosms of the world's top cities, featuring the finest in dining, entertainment, nightlife, and service to create an enchanting experience that makes your spirit soar!

But to create this magical experience, we need you.

EDITION is hiring warm, out-going, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today.

Job Summary
Administering Guest Experience functions, ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include all Switchboard Operations, Room Service Order taking, Restaurant Reservations and supporting Housekeeping coordination duties.
Main Responsibilities
  • Supervise and leads employees. Understanding employee positions well enough to perform duties in employees' absence.
  • Improve service by communicating with and assisting employees to understand guest needs and by providing guidance, feedback and individual coaching when needed.
  • Ensure that the Guest Experience team is trained and supervised to provide fast, efficient, resolutive and personalized service.
  • Assist in the pre-arrival process on an ongoing basis.
  • Work efficiently with the Restaurant Reservations systems to optimize occupancy rate and turnover.
  • Coordinate and supervise the answering to incoming calls, greeting callers, providing information, transferring calls and/or taking messages as necessary.
  • Observe and direct the routing of emergency calls.
  • Monitor the transfer and proper directing of calls to the party the caller requests or determines where the caller should be directed, based on information about the purpose of the call.
  • Train and encourage the Guest Experience Team in having strong written and verbal communication skills.
  • Manage reservations calls coming in to the hotel for the hotel restaurants.
  • Manage flow of bookings through reservations system, guest database and profiling.
  • Manage Restaurant Reservations System to ensure all restaurant reservations are handled within an appropriate timeframe which in turn maximizes the restaurants revenue and ensure the guest receives the highest level of service from the Guest Experience team.
  • Ensure that the Guest Experience team has good knowledge of room service menus and on-going promotions.
  • Serve as a leader in always using proper vocabulary and phone etiquette.
  • Work together with the team to always provide proper recommendations and suggestions to guests upon request.
  • Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
Maintaining Goals
  • Supervise day-to-day operations, ensuring the quality standards and meeting the expectations of the guests on a daily basis.
  • Work with the team in specific goals and plans to prioritize, organize, and accomplish them.
  • Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Monitor daily guest feedback results and identifies trends in guests experiences. 
Ensuring and Providing Exceptional Guests Service
  • Provide services that are above and beyond for guest satisfaction and retention.
  • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
  • Empower employees to provide excellent guest service.
  • Observe service behaviors of employees and provides feedback to individuals.
  • Provide immediate assistance to guests as requested.
  • Interact with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Record guest issues in the guest response tracking system.
  • Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement. 
Safety and Security
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • 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.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
  • Complete appropriate safety training and certifications to perform work tasks. 
Policies and Procedures
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • 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. 
Guest Relations
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN) to resolve issues and build trust.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Assist other employees to ensure proper coverage and prompt guest service.
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • 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. 
  • 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.
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • Talk with and listen to other employees to effectively exchange information.
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
  • Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. 
Assists Management
  • Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations and ensure that they are understood.
  • Assist management in preparing and conducting performance reviews of employees.
  • Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
  • Encourage and motivate Front Desk employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently.
  • Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. 
Working with Others
  • 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.
  • Support all co-workers and treat them with dignity and respect.
  • Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities and aptitudes to perform each duty proficiently.
  • High school diploma or GED equivalent.
  • No supervisory experience is required.
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.