Lobby Host – JW Marriott Marquis Hotel – Sheikh Zayed Road

Job Number 19155930
Job Category Rooms and Guest Services Operations
Location JW Marriott Marquis Hotel Dubai | Sheikh Zayed Road | Dubai |
United Arab Emirates
Brand Marriott Hotels Resorts / JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly
Start Your Journey With Us
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 you're happy, our guests will be happy. It's as simple as
that. Our hotels offer a work experience unlike any other, where you'll 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. That's The JW Treatment.
JOB SUMMARY
Drive guest engagement in the lobby and assist the guests with proper
directions. To be up-to-date regarding all hotel facilities and services and
to be familiar with all local attractions, hotels, restaurants and more in
order to provide the guests with appropriate information. Proactively ensures
all guests are attended at all times. Act as a hotel and brand ambassador and
maintain lobby coverage.
SCOPE / BUSINESS CONTEXT
A Full Time position based at JW Marriott Marquis Dubai.
CANDIDATE PROFILE
Experience:
Minimum 1 year in similar position in a five star hotel.
Skills and Knowledge:
Communication skills
Attention to details
English language (written and spoken)
Education or Certification:
College Graduate - Preferred
Hotel School is an added advantage - Preferred
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the
successful performance of the position:

Ensure all guests are welcomed according to the JW Marriott Welcome Experience.
Act as a hotel and brand ambassador, give directions to the guest and maintain lobby coverage.
Follow hotel standards and adhere to all Marriott policies.
Ensure that all guests receive personal service to the highest degree of courtesy and are informed of the hotel's facilities.
Have knowledge of hotel/restaurant promotions, opening hours, services offered & room types and locations within the hotel.
Perform any reasonable request as directed by management.
Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge).
Understand that work schedules and demands of the position may vary from time to time.
Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorized by a manager.
Attend daily/weekly/monthly departmental meetings and contribute with the acquired knowledge.
Ensure that all guest concerns, complaints and compliments are escalated to superiors.
Assist guests with general inquiries and any other reasonable service requested by guests.
Prepare Arabic coffee, dates, and incense setup at the lobby and around VIP events.
Ensure the VIP guest room is prepared with dates, Arabic coffee, flowers, and incense before the guest's arrival.
Offer a standard welcome drink & cold towels to VIP guests.
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.
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 processes (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 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 when possible.
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 caller's name, transferring calls to the 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 10 pounds without assistance.
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