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Job Number 19000MPD
Job Category Rooms and Guest Services Operations
Location JW Marriott Maldives Resort & Spa, Vagaru in Shaviyani (North Miladunmadulu) Atoll, Shaviyani Atoll, Maldives, Maldives VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Non-Management/Hourly
Start Your Journey With Us
General Airport Duties
Extend a warm and sincere greeting. Use the guest name if and when possible.
Welcome and escort guests to their designated automobiles and assist with luggage
Assist the departing guests at the airport
Assist with the loading and unloading of baggage into and out of automobiles
Complete opening duties, including setting up necessary supplies and tools, and ensuring Airport Representative Counter is clean and everything is in working order.
Handle all requests of transportation to hotel
Be punctual, efficient and above all, courteous.
Interact with the guests and check in with guests to ensure satisfaction with service provided.
Maintain good eye contact and posture with guests at all times. Maintain a flexible and willing attitude.
Document pertinent information in department logbook.
Communicate and update the resort team consistently with regards to guests’ arrival details
Ensure that all expected with flight details are met, welcomed and provided with a hotel arranged car service
Be aware of general arrival pattern for current day, in particular VIP and group movements
Be responsible in coordinating with Airline companies whenever there are flight delays
Have a complete knowledge on the hotel product, including room types, rates, relative features and facilities, food and beverage outlets, spa, health club and be able to answer to all such guest related queries.
Knowing and ensuring compliance to standards set for the cars.
Doing regular checks of cars to ensure standards are maintained.
Helping guests file the Baggage Irregularity Report in case of baggage lost and follow up to retrieve it.
Ensuring good relations with the airport authorities.
Fond farewell. Give each guest a warm good-bye and use the guest name if and when possible.
Safety and Security
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.
Maintain awareness of suspicious persons on property premises.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
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.
Follow company and department 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.
Address guests' service needs in a professional, positive, and timely manner.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Actively listen and respond positively to guest questions, concerns, and requests using LEARN process to resolve issues, delight, and build trust.
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.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Assist other employees to ensure proper coverage and prompt guest service.
Speak to guests and co-workers using clear, appropriate and professional language.
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.
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
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.
Working with Others
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.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.