Rooms Controller - Dubai, United Arab Emirates - Marriott International, Inc

Marriott International, Inc
Marriott International, Inc
Verified Company
Dubai, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

Posted by:

Ahmed Al-Mansouri

beBee Recruiter
Description

Job Number


Job Category Rooms & Guest Services Operations


Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP


Schedule Full-Time


Located Remotely? N


Relocation? N


Position Type Non-Management

***Assign room according to guest request and preferences whenever possible. Pre-register designated guests and prepare key packets. Organize and coordinate check-in/pre-registration procedures for arriving groups. Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff. Confirm reservations and cancellations.


SCOPE / BUSINESS CONTEXT
Review out-of-order rooms daily. Ensure rates match market codes and document exceptions. Verify and adjust billing for guests. File guest paperwork or documentation. Set up/process all guest check-ins/check-outs. Activate room keys. Secure valid payment. Identify any over-commitments. Perform duplicate reservation checks; block rooms. Run daily reports. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly.

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

CANDIDATE PROFILE

Experience:

Ideally will have experience in a similar supervisory position within front office department.

Skills and Knowledge

  • Strong Communication skills (verbal, listening, writing)
  • Innovative
  • Proactive and reliable
  • Able to work alone and within a team
  • Problem Solving and Complain Handling
  • Leadership
  • Multi-Tasking
  • Strong organizational and time management skills
  • OPERA, MARSHA, IMS, GXP, Microsoft Office and other operating systems
Education or Certification

  • Good level of English essential

SPECIFIC DUTIES

  • The following are specific responsibilities and contributions critical to the successful performance of the position:_
  • Be familiar with Hotel services, operational hours and ongoing promotions.
  • Have a thorough knowledge of JW Marriott Marquis Hotel product and services.
  • Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
  • Check House Count to establish selling strategy for shift, monitoring it regularly during shift and responding to any changes.
  • Ensure Daily Log and all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings
  • Demonstrate and promote Quality Awareness amongst Front Office team. Seek ways to improve and maintain guest satisfaction scores for all front office sections.
  • Ensure Contingency Reports are regularly printed and filed accordingly.
  • Pre Block VIP and Marriott Elite members' arrivals taking into account any special requirements.
  • Ensure that all arrivals, departures, no shows, extensions and OPERA related reservation amendments are performed on a timely manner in order to avoid further confusion to all reception associates.
  • Ensure that all concerned departments are informed in regards of room moves, noshows, early arrivals, special requests, repeat guests or other guest preferences.
  • Follow MRT program with housekeeping department.
  • Be fully aware of Credit Policy and supervise compliance, keeping manager and all concerned departments informed of any possible credit risks.
  • Supervise and arrange all "long stay guest" reservations. Payments, guarantees, contracts, extensions, outstanding balance and other requirements throughout their stay.
  • Have thorough knowledge of Cashing up procedure.
  • Be familiar and promote Marriott Rewards Program and encourage all front office associates in order to achieve monthly target.
  • Be in charge of virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments
  • Supervise accurate and thorough Bucket Check.
  • Encourage all associates to keep working areas clean and tidy
  • Have a thorough knowledge of OPERA, MARSHA, IMS and other front office related operational software.
  • Be familiar with all S.O.P.s and L.S.O.P.s relating to the Front Office Operations
  • Participate in the training and development of Front Office Associates and provide training to associates when necessary Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
  • Support and practice Empowerment within the Front Office
  • Understand all front office sections and their operational requirements.
  • Be able to work shifts around the business needs to assist all front office sections.
  • Be reliever for the night supervisor when needed.
  • Be able to identify and resolve Guests problems and feedback up to the guest satisfaction
  • Have a thorough knowledge of all Emergency Procedures
  • Supervise guest registration and all r
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