Front Desk Supervisor
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Job Number 18001UXH
Job Category Rooms and Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Dubai, United Arab Emirates VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Non-Management/Hourly
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Supervise front desk associates to ensure all hotel policies, procedures, regulations and standards are followed.
Ensuring that front desk operations runs smoothly in a professional manner at all times.
Perform all front desk related responsibilities and duties when assigned or required.
Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs;
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 1
- Titles of Direct Reports – Front Desk Agent/Team Leader
- 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)
- Pro-active and reliable
- MICROS, OPERA, Guestware, Microsoft Office, FCS or telephone software 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
- Good level of English essential
The following are specific responsibilities and contributions critical to the successful performance of the position:
- Be familiar with Hotel services, operational hours and ongoing promotions.
- Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
- Maintain good working relationship with all hotel departments.
- Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
- Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
- Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
- Demonstrate and promote quality awareness amongst front office desk team. Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
- Ensure all require reports are printed, performed and filed according to the standards.
- Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
- Supervise VIP and Marriott Rewards Elite member arrivals. Ensure meet and greet for Elite member.
- Ensure all guest requests are met and special requirements/preferences are taken into account.
- Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
- Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
- Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
- Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
- Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments.
- Supervise accurate and thorough Bucket Check.
- Encourage all associates to keep working areas clean and tidy.
- Have a thorough knowledge of OPERA, MARSHA, IMS, Guestware and other front office related operational software.
- 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 front desk associates and provide training to associates when necessary
- Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
- Support and practice Empowerment within front office
- Understand all front office sections and their operational requirements.
- Run the night operations for the hotel; ensure proper closing of the day and delivery of the reports.
- Identify and resolve guests problems efficiently and resolve to the guest satisfaction
- Have a thorough knowledge of all Emergency Procedures
- Supervise guest registration and all relevant registration details required by the UAE law.
- Assuring that all front office receptionists are continually updated with hotel rates, packages and discounts
- Have a thorough knowledge of Visa policy and procedures and assist in absence of visa coordinator.
- Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float.
- Regularly conduct PCI audits in order to ensure compliance according to Marriott International standards.
- Be security conscious at all times and inform Manager on Duty of anything suspicious.
- Prepare and ensure timely delivery of daily reports to other departments as well as executive office
- Assist in maintaining of bulletin board, or other visual representation, to note any outstanding issues, supply shortages within front office department.
- Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly.
- Each associate is expected to carry out, within their capabilities, all reasonable requests by management
- Be flexible according to the business need
- Have an excellent approach to customer service
- Have strong organizational skills; always practice “Clean as you go”
- Performs other related tasks as assigned by management.
- Complies with Marriott International Hotels Limited Regional Office policies and procedures.
- Working hours as required to do your job but normally not less than 48 hours per week.