Marriott Guest Relations Manager - The Abu Dhabi EDITION in Abu Dhabi, United Arab Emirates

Posting Date Mar 12, 2018

Job Number 18000PM8

Job Category Rooms and Guest Services Operations

Location The Abu Dhabi EDITION, Abu Dhabi, United Arab Emirates VIEW ON MAP

Brand Edition Hotels

Schedule Full-time

Position Type Non-Management/Hourly

Start Your Journey With Us

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. Our hotels are stunning microcosms of the world's top cities, featuring the finest in dining, entertainment, nightlife, and service to create an enchanting experience that makes your spirit soar!

But to create this magical experience, we need you.

EDITION is hiring warm, out-going, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today.

Job Summary

Assist Front Office Team in all property operations, ensuring that the highest levels of hospitality and service are provided. Areas of responsibility include Guest Relations and Reception. The Guest Relations Manager is responsible for coordinating the provision of luxury-lifestyle VIP services to hotel guests. Direct the exceptionally friendly, professional, and efficient registration of guests. Ensure prompt and complete satisfaction of guest requests in a professional and timely manner as well as the resolution of guest complaints. Coordinate, expedite, and monitor the delivery of amenities and services throughout the hotel for every hotel-designated VIP guest. Liaison between all hotel VIP guests and each department, facilitating communication and teamwork to exceed guest expectations. Support the Front Office team during peak times and performs the Duty Manager role when and if needed. Handle the guests’ pre-arrival and post-departure process.


Managing Guest Relations Operations

  • In charge of the creation and distribution of daily VIP lists and amenities.

  • Contact VIP guests in advance of their arrival to the hotel to determine any special services required and then acts to deliver these special services.

  • Coordinate the exceptionally friendly, professional, and efficient reception, registration, and account settlement for all hotel VIP guests. Welcome guests during check-in and giving a fond farewell to guest while checkout.

  • Interact frequently with guests to provide assistance and ensure guest satisfaction.

  • Work in constant communication with the Rooms Coordinator to allocate rooms to all arriving VIP guests after checking the guest preferences.

  • Oversee the delivery of all guest requests and the resolution of all complaints received by any hotel-designated VIP.

  • Inspect VIP rooms in coordination with Housekeeping and is able to determine any specific Housekeeping, or Engineering requirements; coordinate attention to the completion of these specific requirements.

  • Attend pre-con meetings and review Group Resumes and Billing Profile information.

  • Work in coordination with the Culinary Team to enhance the arrival experience for VIPs through exceptional amenity programs.

  • Communicates with the In Room Dining Team to ensure timely delivery of amenities.

  • Together with the Concierge Team, manage special requests for VIP guests, including restaurant reservations, limousine services and car rentals.

  • Will be familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, electronic data capture, and OPERA interface control.

  • Perform basic cashier activities as and when required.

  • Monitor and manages amenity expenses within allotted budget.

  • Monitor and ensures adherence to all EDITION Service Standards.

  • Have detailed and relevant information about the hotel and city.Maintaining Goals

  • Manage day-to-day operations, ensuring the quality standards and meeting the expectations of the guests on a daily basis.

  • Develop specific goals and plans to prioritize, organize, and accomplish them.

  • Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

  • Monitor daily guest feedback results and identifies trends in guest experiences.Ensuring and Providing Exceptional Guests Service

  • Provide services that are above and beyond for guest’s satisfaction and retention.

  • Improve service by communicating and assisting individuals to understand guest’s needs, providing guidance, feedback, and individual coaching when needed.

  • Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

  • Serve as a leader in displaying outstanding hospitality skills.

  • Empower employees to provide excellent guest service.

  • Provide immediate assistance to guests as requested.

  • Interact with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

  • Record guest issues in the guest response tracking system.

  • Review comment cards and guest satisfaction results with employees.

  • Emphasize guest satisfaction during all departmental meetings and focuses on continuous improvement.Supporting Projects and Policies Related to Guest Relations and Safety

  • Ensure compliance with all policies, standards and procedures.

  • Understand all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

  • Understand and complies with loss prevention policies and procedures.Managing and Conducting Human Resource Activities

  • Facilitate various training activities as per operational and development needs.

  • Celebrate successes and publicly recognizes the contributions of team members. Working with Others

  • Support all co-workers and treat them with dignity and respect.

  • Utilize interpersonal and communication skills to lead, influence, and encourage others; demonstrates honesty/integrity; leads by example.

  • Recognize and profiles regular guests and VIPs and ensure that this is communicated to floor staff and management.

  • Encourage and build mutual trust, respect, and cooperation among team members.

  • Serve as a role model to demonstrate appropriate behaviors.

  • Provide the leadership, vision and direction to bring together and prioritize the departmental goals in a way that will be efficient and effective.

  • Ensure compliance with all food & beverage policies, standards and procedures by training, supervising, follow-up and hands on management.

  • Establish and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

  • Establish guidelines so employees understand expectations and parameters.

  • 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.Additional Responsibilities

  • Provide information to supervisors and other co-workers by telephone, in written form, e-mail, or in person.

  • Inform and/or updates executives, peers and subordinates on relevant information in a timely manner.

  • Analyze information and evaluates results to choose the best solution and solve problems.

  • Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

  • Communicate any variations to the established norms to the appropriate department in a timely manner.

  • Participate as needed in the investigation of employee and guest accidents.Other Requirements

  • Extensive knowledge of all hotel departments.

  • Excellent communication skills – oral and written.

  • Excellent guest service skills.

  • Knowledge of computer programs utilized in property management.

  • Able to work a flexible schedule, including weekends and holidays.



  • Adaptability - Determine how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

  • Communication - Customize approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interpret verbal and non-verbal behavior; and model active listening to ensure understanding.

  • Problem Solving and Decision Making - Model and coach others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

  • Professional Demeanor - Exhibit behavioral styles that convey confidence and command respect from others; make a good first impression and represent the company in alignment with its values.Managing Execution

  • Building and Contributing to Teams - Lead and participate as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

  • Driving for Results - Set high standards of performance for self and/or others; assume responsibility for work objectives; initiate, focus, and monitor the efforts of self and/or others toward the accomplishment goals; proactively take action and go beyond what is required.

  • Planning and Organizing - Gather information and resources required to set a plan of action for self and/or others; prioritize and arrange work requirements for self and/or others to accomplish goals and ensure work is completed.Building Relationships

  • Coworker Relationships - Interact with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

  • Guest Relationships - Develop and sustain relationships based on an understanding of guest needs and actions consistent with the company’s service standards.

  • Global Mindset - Support employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilize differences to drive innovation, engagement and enhance business results; and ensure employees are given the opportunity to contribute to their full potential.Generating Talent and Organizational Capability

  • Organizational Capability - Evaluate and adapt the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

  • Talent Management - Provide guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. Learning and Applying Professional Expertise

  • Applied Learning - Seek and make the most of learning opportunities to improve performance of self and/or others.

  • Business Acumen – Understand and utilize business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

  • Technical Acumen - Understand and utilize professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

  • Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.

  • Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; EDITION Rewards Program; Corporate-sponsored programs; Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management.

  • Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with guest issues and complaints.

  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

  • Basic Computer Skills - Use basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

  • Mathematical Reasoning - Demonstrate ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

  • Oral Comprehension - Demonstrate ability to listen to and understand information and ideas presented through spoken words and sentences.

  • Reading Comprehension - Demonstrate understanding of written sentences and paragraphs in work-related documents.

  • Writing - Communicate effectively in writing as appropriate for the needs of the audience.


Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities and aptitudes to perform each duty proficiently.


  • High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.OR

  • 2-year degree from an accredited university in Hospitality, Business Administration or related major.OR

  • Any combination of education, training, or experience that provides the required knowledge, skills and abilities.