Marriott Careers

Front Desk Agent (Arabic Speaking) - 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 Jun 28, 2018
Job Number 18000X19
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 Front Desk functions, always ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include but are not limited to: processing all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys; pre-registering designated guests and preparing key packets; following up with guests regarding satisfaction with guest-related issues; reviewing/tracking/accommodating requests for room changes when possible; ensuring rates match market codes and documenting exceptions; running daily reports; following up with guests to ensure their requests or problems have been met to their satisfaction.
 
 
BUSINESS CONTEXT – EDITION
 
EDITION is the industry’s first truly global lifestyle hotel brand that successfully combines a personal, intimate and unique hospitality experience on a global scale. Developed in collaboration with Ian Schrager and Marriott Intl., EDITION combines outstanding innovation and design with the highest levels of service execution. It achieves this goal by bringing great personal, friendly, modern service as well as outstanding, one-of-a-kind food, beverage and entertainment offerings... “all under one roof”.
 
EDITION responds to new emerging cultural and social imperatives. It reflects these changing lifestyles and caters to a vast underserved market of guests expecting and in turn demanding a unique experience, not merely a place to sleep. Each hotel is rare in its individuality, authenticity, originality and unique ethos that reflects the best of the cultural and social milieu of its location and of the time.
 
EDITION is about an attitude and the way it makes you feel rather than the way it looks. The attitude comes alive to guests via their senses. The brand has unique language, modern visual appeal, music and scent.
 
 
SCOPE MEASURES:
  • A Full Time position based at The Abu Dhabi EDITION
  • Size of Unit (Number of Rooms) 198 Bedrooms and 57 Residences
 
 
CANDIDATE PROFILE 
 
Education and Experience
  • High school diploma or GED equivalent.
  •  
    CORE WORK ACTIVITIES
     
    Main Responsibilities
  • Be familiar with Hotel services, operational hours and ongoing promotions.
  • Have a thorough knowledge of The Abu Dhabi EDITION product and services.
  • Ensure all forms of communication are used to full capacity and relevant information is handed over to the next shift.           
  • Process all payment types such as room charges, cash, debit, or credit.
  • Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest calls and/or request.
  • Process all check-outs including resolving any late and disputed charges.
  • Answer, record, and process all guest messages, requests, questions, or concerns.
  • Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
  • Supply guests with directions and information regarding property and local areas of interest.
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system.
  • Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
  • Anticipate and address guests’ service needs
  • Welcome and acknowledge all guests according to EDITION standards.
  • Thank guests with genuine appreciation.
  • Speak with others using clear and professional language.
  • Develop and maintain positive working relationships with others.
  • Ensure adherence to quality expectations and standards.
  • Ensure proper use of the telephone etiquete as per EDTION standards.
  • Establishes and maintains open, collaborative relationships with other employees.
  • Perform any other reasonable job duties as requested.
     
     
    Ensuring and Providing Exceptional Guest Service
  • Collaborates with the whole of the Front Office team on ways to continually improve guest service.
  • Provides services that are above and beyond expectations for guest satisfaction and retention.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Displays outstanding hospitality skills.
     
 
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.
 
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.
  • 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.