Marriott Front Desk Shift Leader in Dubai, United Arab Emirates

Posting Date Mar 12, 2018

Job Number 18000PSE

Job Category Rooms and Guest Services Operations

Location Dubai Marriott Harbour Hotel & Suites, Dubai, United Arab Emirates VIEW ON MAP

Brand Marriott Hotels Resorts /JW Marriott

Schedule Full-time

Position Type Non-Management/Hourly

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Marriott International portfolio of brands Marriott Hotels.

Marriott Hotels , Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.


Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist host with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks.

Assist management with running the shift, new hire training. Assist Room Controller in their duties and cover for their days off / vacation periods

Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.


Safety and Security

  • Followproperty specific procedures for handling emergency situations (e.g.,evacuations, medical emergencies, natural disasters).

  • Followcompany and department safety and security policies and procedures to ensure aclean, safe, and secure environment.

  • Identify andcorrect unsafe work procedures or conditions and/or report them to managementand security/safety personnel.

  • Report workrelated accidents, or other injuries immediately upon occurrence tomanager/supervisor.

  • Maintainawareness of undesirable persons on property premises.

Policies and Procedures

  • Protect theprivacy and security of guests and coworkers.

  • Maintainconfidentiality of proprietary materials and information.

  • Ensureuniform, nametags, and personal appearance are clean, hygienic, professionaland in compliance with company policies and procedures.

  • Comply withquality assurance expectations and standards.

Guest Relations

  • Addressguests' service needs in a professional, positive, and timely manner.

  • Activelylisten and respond positively to guest questions, concerns, and requests usingbrand or property specific process to resolve issues, delight, and build trust.

  • Anticipateguests' service needs, including asking questions of guests to betterunderstand their needs and watching/listening to guest preferences and actingon them whenever possible.

  • Engage guestsin conversation regarding their stay, property services, and areaattractions/offerings.

  • Provideassistance to individuals with disabilities, including assisting visually,hearing, or physically-impaired individuals within guidelines (e.g., escortingthem when requested, using words to explain actions, writing directions onpaper, moving objects out of the way, or offering access to Braille or TDDphones).

  • Answer,record, and process all guest calls, requests, questions, or concerns.

  • Receive,record, and relay messages accurately, completely, and legibly.

  • Contactappropriate individual or department (e.g., Bellperson, Front Desk,Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolveguest call, request, or problem.

  • Process food& beverage orders, answer questions on menu selection; record transactionsin point-of-sale system, process payment and run cashier reports at end ofshift.

  • Accept andrecord wake-up call requests and deliver to appropriate department.

  • Log all guestrequests, incidents, and adjustments customer relationship management (CRM)system to allow for proper tracking and documentation of guest problems andsolution.

  • Respond tospecial requests from guests/residents with unique needs.

  • Follow upwith guests to ensure their requests or problems have been met to their satisfaction.

  • Supplyguests/residents with directions and information regarding property amenities,services, and hours of operation, and local areas of interest and activities.

  • Identify andexplain hotel features to guests (e.g., use of room key, ice and vending areas,in-room safe, hotel services).


  • Answertelephones using appropriate etiquette including answering the phone within 3rings, answering with a smile in one's voice, using the callers' name,transferring calls to appropriate person/department, requesting permissionbefore placing the caller on hold, taking and relaying messages, and allowingthe caller to end the call.

  • Speak toguests and co-workers using clear, appropriate and professional language.

  • Exchangebusiness related information with other employees using electronic devices(e.g., mobile communication devices, email, and chat).

Working with Others

  • Develop andmaintain positive and productive working relationships with other employees anddepartments.

  • Support allco-workers and treat them with dignity and respect.

  • Handlesensitive issues with employees and/or guests with tact, respect, diplomacy,and confidentiality.

  • Assist otheremployees to ensure proper coverage and prompt guest service.

Physical Tasks

  • Move, lift,carry, push, pull, and place objects weighing less than or equal to 10 poundswithout assistance.

  • Enter andlocate 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 andvisually verify information in a variety of formats (e.g., small print).


  • Operatetelephone switchboard station in order to answer telephone calls.

  • Process guestrequests for wake up calls, screening calls, do not disturb, call forwarding,conference calls, TDD relay calls, and non-registered guest calls.

  • Instructguests on how to access the internet and guest room entertainment features(e.g., streaming video).

  • Monitor busyor unanswered lines, check back with callers on hold to update status, andoffer to take a message.

  • Testcommunications equipment and ensure it is working properly.

Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.