Guest Relations Officer - WI
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Job Number 19170363
Job Category Rooms and Guest Services Operations
Location The Westin Dubai Mina Seyahi Beach Resort & Marina, Al Sufouh, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Brand Le Méridien
Position Type Non-Management/Hourly
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The Westin Dubai Mina Seyahi Beach Resort & Marina Peaceful retreat settled on Jumeirah Beach, the resort offers the perfect destination for the entire family to unwind and recharge with a breath-taking array of recreation activities, and close proximity to major Dubai local attractions. Featuring exceptional views over the Arabian Gulf, our impressive neoclassical architecture fills our five-star luxury beach resort in Dubai with charm and inspiration.
The Front Office Department is responsible in ensuring that guests are provided with an excellent welcoming service as well as making sure that guests will have a smooth check-in, uncompromising stay, and check out experience. This department will also help in up selling of rooms and gives an inside of the best places to visit in town.
Job responsibilities will include, but not limited to the following:
Ensure prompt, efficient and courteous reception of guests
Record and administer arrivals and departures. Arrival and Departure Experience is key
Full awareness of current daily status of Hotel
Thoroughly conversant with all room types, décor and outlook
Communication and recording of complaints (GXP)
Be aware of daily functions, events, VIP and group arrivals
Ensures that all Brand Standards and Standard Operating Procedures are followed as trained.
Ensure guest’s immediate requirements are catered for
Awareness of regular guest names & requirements
To carry out any other duties as required, assisting at Front Desk/ Executive Club Lounge.
To ensure that no information regarding guest names, details or room numbers is given to unauthorized persons
Strong communication with other departments, especially Reservations and Concierge
Strong relationship with guests and internal customers
To anticipate guest’s needs wherever possible and react to these to enhance guest satisfaction.
To conduct a daily briefing with the Guest Relations team prior to each shift, emphasizing on the current occupancy, hotel activities, special promotions, VIP guests, etc.
To ensure that the Logbook is maintained from shift to shift to guarantee effective communication.
To ensure to coordinate with Rooms Controller that rooms are allocated for the expected arrivals, giving priority to special guests, VIP and regular guests.
Key relationship with Team Leaders, Duty Manager, Guest Relations Manager
- Tenure in current position minimum one year
Minimum one year experience in the same position in a 5 star property
Excellent command of the English language speaking, reading and writing
Second Language ability is a must German and or Italian.
Extensive knowledge of hotel, its services and facilities
- Good interpersonal skills
Previous Marriott experience is an advantage
Knowledge in computer & Proficiency in Front office operating system(Opera Knowledge is a must)
- Smart in appearance and well groomed
- Customer service orientated
- Planning & organizational skills
- Outgoing, friendly, warm personality
Fit to work 3 shifts (morning, afternoon, night) & break shift if required
Physical Aspects of Position (include but are not limited to):
- Constant standing and walking throughout shift
- Requires grasping, writing, standing, sitting,
Walking, repetitive motions