Posting Date May 28, 2018
Job Number 17002W1I
Job Category Rooms and Guest Services Operations
Location W Dubai – The Palm, Dubai, United Arab Emirates
Assists the Welcome Office Manager in overseeing the Welcome office functions and supervising Talent on a daily basis. Responsible for acting as the hotel management representative and ensuring all aspects of the guest experience are seamless and a true reflection of the W Branded experience. To also ensure all the relevant guest experience information is recorded in the approved format and is made available to all relevant hotel departments.
CORE WORK ACTIVITIES
·Manages the Welcome talent, including the Welcome Desk Agents, Welcome Ambassadors, Door Ambassadors to ensure all Brand Standards are been met as well as established HID’s are being followed.
Ensures all guests are met in a warm and welcoming way, talent are committed to provide WOW moments, proper identification and credit are established for all guests, and all posting, cash transactions, account settlements and deposits are handled correctly and that the cashier closes are been checked.
Guest complaints and problems are handled efficiently and professionally, and ensure follow up with the guests.
·Ensures all complaints are logged into StarGuest and handed over between shifts.
·Trains and maintains the talents performance in the upselling program, the MAGC program as well as the SPG (Starwood Preferred Guest) program.
Approves the talent and TC’s financial transactions and forwards them to the needed position/department.
Must be Arabic Speaker
Hotel Management degree preferred. At least 1 year in a similar managerial role in a 5* hotel environment. Extensive knowledge of OPERA PMS