Marriott Dubai Careers – Guest Experience Manager

Job Description:

To supervise the Guest Experience area and ensure efficiency and to maintain high standards of hospitality and service at all times, provide professional secretarial skills to the guests of the hotel, provide adequate information, anticipate guest needs and offer personalized service in order to ensure guest satisfaction

Job Responsibilities:

• Develop an exceptional team dedicated to providing quality guest service and engaging interaction with general public. Support all guest service team members in providing inspirational service, while monitoring individual team member’s performance to provide praise and constructive criticism.
• Coordinate and promote communication among all departments
• Participates as needed in the investigation of associate and guest accidents.
• Be familiar with the city events.
• Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure competitive position and in anticipation of changing customer needs within the broad scope of the region.
• Understands and follows all call in procedure for all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Be familiar with the hotel services and hours of operations.
• Oversee office supplies, utilities, office equipment maintenance and shipping needs
• Establish and carry out necessary controls and communication to meet high standards pertaining to employee morale, attitude, appearance, friendliness and courtesy in order to set guest service standards so that all associates are empowered to provide excellent customer service to our guests.
• Serves as a leader in displaying outstanding hospitality skills.
• Be familiar with all local attractions, hotels, restaurants, etc…
• Analyse customer feedback and provide strategic direction to continuously improve overall rating. Focus on low performing/scoring departments and assist with improvements.
• Evaluate the effectiveness of the customer service operation and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers.
• Understands and complies with loss prevention policies and procedures.
• Coordinate with Guest Experience Team all pre-arrival, in house and post departure communications, VIP amenities, in room check-ins.
• Provide both internal and external customer service; answer incoming calls, and sort and distribute incoming emails
• Be aware of ongoing functions and meetings.
• Have a throughout Knowledge with Check-in and check-out procedures, rooms type, location and rates.
• Develop Front Office training programs that support the development of an exceptional guest service program.

Job Requirements:

• Demonstrated ability share creative and new ideas
• Ability to facilitate a resolution to a problem, issue or event that is a source of conflict in an objective manner, remaining focused on outcomes while preserving positive working relationships.
• Ability to manage multiple priorities and compressed deadlines
• Comfortable at speaking in front of audiences ranging from less than 25 to 100+ people.
• Clear and concise communication skills, both oral and written
• Capacity to think quickly, problem solve and make sound business decisions
• Proven experience in using technology to improve our position in the market
• Proven ability to initiate, organize and complete multiple tasks in a timely manner
• Demonstrated strong partnering, coaching, and mentoring skills
• Comfortable with technology and leveraging it to improve our position in the market
• Demonstrated ability to work as a team player
• Demonstrated aptitude for budgeting and scheduling
• Proven professional, tactful and diplomatic communication style
• Passion for delivering great guest service

Qualification & Experience:

• Minimum of 1 year previous experience as Guest Relations Manager within a five star hotel; applicants within Marriott to have a minimum of one year experience on a Red banded manager position within the Front Office..
• Five plus (5+) years in a senior level position directing guest service/Front Office initiatives for a Multi-Property hospitality industry. For internal Marriott applicants a minimum of 1 year experience in a red banded Front Office position is required.
• Bachelor’s Degree in Hospitality Management, Business Administration or equivalent combination of education and experience.

Job Details:

Company: Marriott

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

Apply Here

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