:Additional Information Arabic speaker required for Position.
Job Number 24115460
Job Category Reservations
Location Middle East GSO, Emaar Square 6, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-ManagementPOSITION SUMMARYProcess all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests\' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards.CRITICAL TASKSPolicies and Procedures\xc2\x83 Protect the privacy and security of guests and coworkers.\xc2\x83 Maintain confidentiality of proprietary materials and information.\xc2\x83 Follow company and department policies and procedures.Guest Relations\xc2\x83 Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.\xc2\x83 Address guests\' service needs in a professional, positive, and timely manner.\xc2\x83 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.\xc2\x83 Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest\'s name when possible.\xc2\x83 Thank guests with genuine appreciation and provide a fond farewell.\xc2\x83 Engage guests in conversation regarding their stay, property services, and area attractions/offerings.Communication\xc2\x83 Speak to guests and co-workers using clear, appropriate and professional language.\xc2\x83 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.\xc2\x83 Talk with and listen to other employees to effectively exchange information.Working with Others\xc2\x83 Support all co-workers and treat them with dignity and respect.\xc2\x83 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.Quality Assurance/Quality Improvement\xc2\x83 Comply with quality assurance expectations and standards.Reservation Services\xc2\x83 Verify all reservation information with callers to ensure accuracy.\xc2\x83 Accommodate and document special requests in an accurate and efficient manner.\xc2\x83 Determine the most appropriate room type to meet guest requirements and maximize room rate.\xc2\x83 Explain guarantee and cancellation policies to callers.\xc2\x83 Describe room accommodations and benefit feature sale amenities to guests.\xc2\x83 Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.\xc2\x83 Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).\xc2\x83 Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.\xc2\x83 Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.\xc2\x83 Follow \xe2\x80\x9cup selling\xe2\x80\x9d techniques and sales strategies in order to maximize property revenue.\xc2\x83 Identify repeat guests using appropriate codes.Reservation Processing\xc2\x83 Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).\xc2\x83 Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).\xc2\x83 Verify availability of room type, rate, and occupancy before confirming any reservations.\xc2\x83 Process all reservation requests, changes, and cancellations received by phone, fax, or mail.\xc2\x83 Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.Guest Relations\xc2\x83 Follow proper escalation procedures when addressing guest concerns.CRITICAL COMPETENCIESAnalytical Skills\xc2\x83 Computer Skills\xc2\x83 LearningInterpersonal Skills\xc2\x83 Customer Service Orientation\xc2\x83 Interpersonal Skills\xc2\x83 Team Work\xc2\x83 Diversity RelationsCommunications\xc2\x83 Telephone Etiquette Skills\xc2\x83 English Language Proficiency\xc2\x83 Listening\xc2\x83 Communication\xc2\x83 Applied ReadingPersonal Attributes\xc2\x83 Integrity\xc2\x83 Dependability\xc2\x83 Positive DemeanorSales\xc2\x83 TypingPREFERRED QUALIFICATIONS

• Education High school diploma/G.E.D. equivalent
• Related Work Experience No related work experience is required
• Supervisory Experience No supervisory experience is required

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 is the world\'s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

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