Marriott International, Inc Hiring for Bell Captain Job at Dubai Full Time

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JOB SUMMARY

To welcome and escort our Guests, ensure that their luggage is handled as per brand standards of Marriott International, focus on ensuring that the highest levels of hospitality and service are provided. Represent concierge department in resolving any guest or hotel related situation. Maintain the flow of guest traffic and direct guests within the Lobby.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai.
• Number of Direct Reports – 0
• Titles of Direct Reports – 0

CANDIDATE PROFILE

Experience:

• Similar experience, Arrival & Departure logistic Management, local knowledge.
  

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing), Innovative, Pro-active and reliable, Outgoing personality and outstanding guest service skills.
• Knowledge of local area, local attractions, entertainment and landmarks
• Hotel knowledge, 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

Education or Certification

• Higher Secondary Education.

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Ensure that bellmen greet guests and escort them to their rooms in accordance to the JW Marriott standard and Rooming LSOP.
• Ensure that bellmen deliver luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive in a timely fashion.
• Maintain detailed records of all guest room deliveries, amenity/wedding deliveries
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve complaints, assist in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Coordinate daily activities of bellman including completion of Bellman Daily Checklist, organization of bag storage area, porterage, group arrival/departure information, cart maintenance
• Responsible for training new members of the bell team in accordance with JW Marriott Brand Standards and LSOPs.
• Responsible for preparing and implementing “On the Job Training” calendar.
• Careful handling of hold for collection items.
• Responsible for conducting Monthly Hospitality Audits
• Responsible for coordinating bellman positioning in the lobby and at Front Desk/ Elevator bays
• Work harmoniously and professionally with co-workers and supervisors.
• Complete all required checklist per shift (e.g. daily checklist , valet list, check out log, etc.)
• Ensure timely delivery /retrieval of all luggage’s , packages and other correspondence either checked or left at bell stand.
• Supply Directions and information regarding:
• Hotel services, products, facilities and promotions.
• Arrange and store luggage trolleys safely. Maintain and ensure cleanliness of the trolleys. Extreme care and proper loading habits for protection of guest property should be taken when carts are in use.
• Receive guest in a proper and professional manner according to the Marriott Hotels & Resorts standards.
• Assist with concierge related duties and relieve concierge when not present.
• Ensure all front office areas are clean and “clean as you go concept” followed
• Each Associate is expected to carry out, within the capabilities, all reasonable requests by management.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Ensure that the bell team adheres to all grooming standards and hygiene practices.
• 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)..

OTHER

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.
• 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.
• Adheres to the compliance of booking high risk activities, tours, and transport to those contracted by the hotel and follows Marriott Verbiage if any other requests made by guest directly for other companies.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process
• 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 attractions/offerings.
• 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 at all times.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• 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 goals.

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 systems.
• 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 20 pounds without assistance.