Job Description

Job Number 22159581
Job Category Food and Beverage & Culinary
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

Coordinates group room reservations and related functions with in-house departments, affiliates, and outside group contacts. Maintain ownership of group blocks, including pickup numbers, reservation methods, billing, and proper treatment of VIP guests.

Check availability, coordinate with sales, hotel departments and customers to ensure consistency, high level of service and implementing a smooth operation prior to the group's arrival. Responsible for data collection, inventory and reservation duties. To maintain regular communication between area reservations and the hotel recognizes opportunities to maximize group revenue by up selling and offering enhancements to group rooms. Owner of data integrity and IT processes relevant to the role

SCOPE / BUSINESS CONTEXT

• A Full Time position based at the JW Marriott Marquis Dubai
• Number of Direct Reports - 0

CANDIDATE PROFILE

• Knowledgeable in conference, events sales and transient pricing.
• Communication skills - written & verbal, presentation style.
• Uses problem-solving methodology for decision-making and follow up.
• Experience and reference from similar role with 2 years' experience.
• Excellent analytical and numerical ability.
• Worked previously in reservations or a sales team.
• Knowledge of group bookings and Marriott Brand Standards & Processes.
• Strong customer development and relationship management skills.
• Knowledge of bedroom types and capabilities.
• Knowledge of current trends in group management and group's technology.
• Knowledge of overall hotel operations as they affect department.
• Strong organizational skills.
• Ability to use Microsoft Office software applications and hotel system applications - Opera and Marsha.
• Ability to creatively execute against the strategy and drive results - Budget, Yield Management, Cost Management, Balance Scorecard, Business Planning and Inventory management.
• Good telephone technique.

PREFERRED QUALIFICATIONS

• Education; High school diploma/G.E.D. equivalent
• Related Work Experience; At least 2 years' of related work experience
• Knowledge of hotel systems-Opera, Marsha, Group Housing Solutions

SPECIFIC DUTIES

Rooms Reservations Processing

• Accurately process reservations, changes, and cancellations via correspondence of group rooming lists or by any other media so selected by group client, and approved by the hotel.
• Load group blocks in MARSHA and Opera, including booking suites following the established booking procedures.
• Accurately process VIP and staff reservations, including complimentary rooms.
• Review group resumes and group cover sheets and rooming lists to ensure accuracy and fulfill any special requests.
• Be able to process and build/take from blocks for affiliate groups, including tracking and maintaining inventory.
• Accurately update forecast Snapshots in Opera, including own individual groups

General Rooming and Group Billing

• Classify, record, and summarize rooming and billing data to compile and keep rooming and billing records.
• Understand and facilitate the process of overflow rooms with Event Manager and group contact.
• Attend all pre-convention meetings related to specific group and housing procedures.
• Be available on the major arrival dates for all assigned groups, including assisting the front desk with any issues that arise regarding group.
• Communicate weekly with Revenue Managers and Event Managers as to the status of the groups.
• Work closely with group contacts, maintaining open lines of communication regarding changes in status of each group, i.e. pickup, slippage, cutoff dates, etc.

Documentation /Reporting.

• Record, store, and/or analyze information using property software.
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
• Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures.
• Complete reports as specified.

Managing events

• Manages bedrooms only groups.
• Manages other Familiarization reservations and social event reservations
• As requested Assists with show rounds and other sales related activities on occasion.
• Performs other related tasks as assigned by management.

Assists Management

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Performs other related tasks as assigned by management.

Working with Others

Develop and maintain positive and productive working relationships with other employees and departments.

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

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/director.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (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 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 10 pounds without assistance.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International portfolio of brands includes both JW Marriott and 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.

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(TM).