At Your Service Agent


103 days ago

Posting Date Feb 07, 2019
Job Number 19000DGY
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
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy, our guests will be happy. Its as simple as that. Our hotels offer a work experience unlike any other, where youll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. Thats The JW Treatment.


Serve as the main point of contact for all
guest requests and needs, including answering calls, dispatching requests and
following up to ensure satisfaction with result. Be involved in all front
office related projects and duties when required.
  • A Full Time
    position based at JW Marriott Marquis Dubai.
  • Number of Direct
    Reports - 0
  • Titles of Direct Reports


Having an experience in similar position for at least 12 months with a great deal interpersonal skills and
physically fit.
Skills and Knowledge
  • Strong Communication skills (verbal, listening,
  • Innovative
  • Pro-active and reliable
  • Able to work alone and within a team
  • OPERA, GXP, Microsoft Office, AVAYA and other
    related operating systems
  • Flexible and ability to work around the clock
Education or Certification
  • Bachelor/ Diploma in Hospitality or related
  • Good level of English essential

The following are specific responsibilities and contributions critical
to the successful performance of the position:
  • Attend to each call in a courteous
    and efficient manner, using correct telephone etiquette according to the
    Marriott International standards.
  • Dispatch appropriate personnel to
    satisfy guest requests and resolve guest issues.
  • Maintain a log of all guest
    requests as well as guest response. Information should include:
    • Guest
      name, room number and folio number
    • Service request issue
  • Time
    of call
  • Agent
  • Action
    taken / resolution
  • Follow
    up information, including final status
  • Maintain and be familiar with a
    directory of information within the hotel and local area information.
    • Local
      hotels , address, telephone and fax numbers
    • Travel
      agencies, Airlines, Car rentals, Taxi and limousine services
    • Money
      exchanges, Bank and automated teller machines (ATMS)
    • Local
      restaurants, hours, type of food , price
    • Local
      attractions, hours, prices
    • Houses
      of worships, hours of services
    • Shopping
      facilities, Government offices, Emergency numbers
  • Record
    the guests name and room number under the wake up time requested. Repeat this
    information to the guest to ensure proper handling of wake up calls in the
    morning. Set wake up clock or input as request as they come in.
  • Maintain
    a handover log for the next shift, e.g. VIP arrivals, in- house, extra care,
    car exceptions, noting any services that are pending to ensure follow up, etc.
  • Utilizing
    all available resources, follow up on previous shift requests are pending
  • Be
    fully conversant with OPERA, GXP and AVAYA operation system.
  • Each
    associate is expected to carry out, within their capabilities, all reasonable
    requests by management.
  • Be
    aware of emergency procedures according to hotel policies & procedures and
    follows Supervisor/Managers instructions.
  • Be
    familiar with all job aids, policies and procedures related to Front Office
  • Be
    aware of PCI compliance according to Marriott standards.
  • Be
    Flexible to work various shifts around the business needs to assist all front
    office sections.
  • Have
    strong organizational skills; always practice Clean as you go
  • Report
    to work on time with proper uniform, including name tag. Personal appearance
    and other grooming standards must comply with the standard of the hotel.
  • At all
    times strive to represent Marriott in the most professional, courteous manner.
  • Be
    proactive in your job, giving proper handover to other colleagues/department
    head and to follow through.
  • Showing
    positive attitude and inculcating the same within the team members.

Performs other related tasks as assigned by management.
Attend all scheduled department meetings.

Maintain cleanliness and
neatness of work area.
Safety and Security
  • Report
    work related accidents, or other injuries immediately upon occurrence to
  • Follow
    company and department safety and security policies and procedures to ensure a
    clean, safe, and secure environment.
  • Notify
    Loss Prevention/Security of any guest reports of theft.
Policies and Procedures
  • Follow
    company, hotel and department policies and procedures.
  • Follows Marriott International Hotels Limited
    Regional Office 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.
  • Protect
    company tools, equipment, machines, or other assets in accordance with company
    policies and procedures.
  • Perform
    other reasonable job duties as requested by Supervisors and Management.
  • Working
    hours as required to do your job but normally not less than 48 hours per week.
Guest Relations
  • Actively
    listen and respond positively to guest questions, concerns, and requests using
    brand or property specific process (e.g., LEARN, JW Symphony of Service) to
    resolve issues, delight, and build trust.
  • Assist
    other employees to ensure proper coverage and prompt guest service.
  • 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.
  • Address
    guests' service needs in a professional, positive, and timely manner.
  • Engage
    guests in conversation regarding their stay, property services, and area
  • Thank
    guests with genuine appreciation and provide a fond farewell.
  • Welcome
    and acknowledge each and every guest with a smile, eye contact, and a friendly
    verbal greeting, using the guest's name when possible.
  • Supply
    guests/residents with directions and information regarding property amenities,
    services, and hours of operation, and local areas of interest and activities.
  • 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.
  • Talk
    with and listen to other employees to effectively exchange information.
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
Quality Assurance/Quality Improvement
  • Comply
    with quality assurance expectations and standards, e.g. GuestVoice and JW
    Marriott Brand Standard Audit.
Physical Tasks
  • Enter
    and locate work-related information using computers and/or point of sale
  • Stand,
    sit, or walk for an extended period of time or for an entire work shift.
  • Read
    and visually verify information in a variety of formats (e.g., small print).
  • Move,
    lift, carry, push, pull, and place objects weighing less than or equal to 10
    pounds without assistance.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.