Job Number 19000UAX
Job Category Rooms and Guest Services Operations
Location The Abu Dhabi EDITION| Abu Dhabi| United Arab Emirates VIEW ON
Brand Edition Hotels
Position Type Management
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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.
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 of experience in the guest services| front
desk| or related professional area.
2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration or related major; 2 years of
experience in the guest services| front desk| or related professional area.
At least 2 years of experience in the Front Desk| Guest Services and/or
related professional area| in a Luxury and/or Lifestyle environment.
ESSENTIAL JOB FUNCTIONS:
Managing Front Desk Operations
Utilize interpersonal and communication skills to lead| influence| and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
Encourage and build mutual trust| respect| and cooperation among team members.
Serve as a role model to demonstrate appropriate behaviors.
Supervise and lead employees; understand employee positions well enough to perform duties in employees’ absence.
Improve service by communicating with and assisting employees to understand guest needs and by providing guidance| feedback and individual coaching when needed.
Ensure that the Front Desk Team is trained and supervised to provide fast| efficient| resolutive and personalized service.
Managing Front Desk Goals
Manages day-to-day operations| ensuring the quality standards and meeting the expectations of the customers on a daily basis.
Develop specific goals and plans to prioritize| organize| and accomplish them.
Handle complaints| settle disputes| and resolve grievances and conflicts| or otherwise negotiate with others.
Supervises staffing levels to ensure that guest service| operational needs and financial objectives are met.
Ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations| recognize performance| and produce desired results.
Understand the impact of department’s operations on the overall property financial goals and objectives and manage to achieve or exceed goals.
Monitor daily guest feedback results and identify trends in customer experiences| working to maximize overall hotel guest satisfaction.
Supporting Projects and Policies Related to Front Office and Safety
Ensure compliance with all policies| standards and procedures.
Understand and implement all emergency plans including accident| death| elevator| thefts| vicious crimes| bombs| fire| etc.
Understand and comply with loss prevention policies and procedures.
Ensuring and Providing Exceptional Customer Service
Provide services that are above and beyond for customer satisfaction and retention.
Improve service by communicating and assisting individuals to understand guest 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 customer service.
Observe service behaviors of employees and provide feedback to individuals.
Provide immediate assistance to guests as requested.
Interact with customers on a regular basis to obtain feedback on quality of product| service levels and overall satisfaction.
Review comment cards and guest satisfaction results with employees.
Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement.
Managing and Conducting Human Resource Activities
Assist in the interviewing and hiring of employee team members as needed
Facilitate various training activities as per operational and development needs.
Identify the developmental needs of others by coaching| mentoring| or otherwise helping others to improve their knowledge or skills.
Provide guidance and direction to subordinates| including setting performance standards and monitoring performance.
Communicate performance expectations in accordance with job descriptions for each position and monitor progress.
Celebrate successes and publicly recognize the contributions of team members.
Solicit employee feedback| utilize an “open door” policy and review employee satisfaction results to identify and address employee problems or concerns.
Support a departmental orientation program for employees to receive the appropriate new hire to successfully perform their job.
Managing Projects and Policies
Implement the customer recognition/service program| communicating and ensuring the process.
Train staff and monitor adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervise same day selling procedures and optimize usage of the company’s upselling program to maximize room revenue and control property occupancy
Ensure property policies are administered fairly and consistently| disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Provide information to supervisors| co-workers| and subordinates by telephone| in written form| e-mail| or in person.
Inform and/or update executives| peers and subordinates on relevant information in a timely manner.
Analyze information and evaluate the results to choose the best solution and solve problems.
Maintain a strong working relationship with all departments to support property operations/goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Communicate any variations to the appropriate department in a timely manner.
Participate as needed in the investigation of employee and guest accidents.
Participate in departmental meetings and continually communicate a clear and consistent message regarding the Front Desk goals to produce desired results.
Adaptability – Determine how change impacts self and others; display flexibility in adjusting priorities; and communicate 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.
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.
Coworker Relationships – Interact with others in a way that builds openness| trust| and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships – Develop and sustain relationships based on an understanding of customer 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; Marriott 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 customer 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.