Assistant Director of Guest Experience – JW Marriott Marquis Hotel Dubai – Dubai


Job Number 190008O5
Job Category Rooms and Guest Services Operations
Location JW Marriott Marquis Hotel Dubai| Dubai| United Arab Emirates

Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? No
Position Type Management
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Property Description:
Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed
luxury. Home to the world’s tallest building| the largest shopping mall| the
iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai| it is a
place for those who seek the best the world has to offer.

The Marquis brand is a quality standard for the finest properties in the
Marriott portfolio| synonymous with intuitive service and refined taste. The
JW Marriott Marquis Dubai has instantly gained status as one of the region’s
most compelling destinations| offering service and facilities that have been
carefully crafted around the expectations of the world’s most discerning

Comprising two iconic towers| the JW Marriott Marquis Dubai stands elevated
above Dubai’s Business Bay on Sheikh Zayed Road| the heart of one of the most
desirable locations in the city.

The hotel features elegantly conceived accommodation| outstanding event and
business facilities| a collection of 14 stylish bars and restaurants and the
haven of health and relaxation that is Saray Spa and Health Club. A marriage
of rich and colorful cultural inspirations and design finesse makes it a
destination with distinctive character and ambience.



Responsible for the Front Office operations of 1608 key hotel reporting into
Director Front Office. Key areas of accountability lying with Guest Relations
and Executive lounge. Provide specialized technical| project| and
administrative support to Subject Matter Experts in the implementation and
sustainment of Rooms Operations Initiatives. As a key member of the Room
Operations team| duties will include troubleshooting and problem solving for
Rooms Operations service initiative projects. Fully versed on the Rooms
Operations and Guest Services Brand Standards| Rooms / Guest Services
Programs| Departmental Financial forecast and Marriott International’s Quality
Assurance process and program. Manage coordination and execution of
discipline-specific training classes for Rooms and Guest Experience. Stay
abreast in best in class Rooms and Guest Experience companies for relevant
competitive intelligence on industry| competitor| and economic trends to
provide insight to the discipline. Maintain close and productive working
relationships with the experts to resolve hotel operational issues and



· Experience : Minimum of 1 year previous experience as Front Office
Manager within a five star hotel

 Five plus (5+) years in a senior level position directing guest
service/Front Office initiatives for a Multi-Property hospitality industry

Skills and Knowledge

 Comfortable at speaking in front of audiences ranging from less than 25 to
100+ people

 Passion for delivering great guest service

 Clear and concise communication skills| both oral and written

 Proven professional| tactful and diplomatic communication style

 Ability to manage multiple priorities and compressed deadlines

 Capacity to think quickly| problem solve and make sound business decisions

 Comfortable with technology and leveraging it to improve our position in the

· Ability to facilitate a resolution to a problem| issue or event that is a
source of conflict in an objective manner| remaining focused on outcomes while
preserving positive working relationships.

 Demonstrated strong partnering| coaching| and mentoring skills

 Demonstrated ability to work as a team player

 Proven ability to initiate| organize and complete multiple tasks in a timely

 Proven experience in using technology to improve our position in the market

 Demonstrated ability share creative and new ideas

 Demonstrated aptitude for budgeting and scheduling

Education or Certification

 Bachelor’s Degree in Hospitality Management| Business Administration or
equivalent combination of education and experience.


_The following are specific responsibilities and contributions critical to the
successful performance of the position:_

Primary Tasks

Develop and/or maintain department procedures| metrics and key performance indicators to monitor and evaluate guest satisfaction| develop and measure improvement targets and achievements and/or support changing business requirements by consistently evaluating opportunities of enhancing excellent customer service throughout all properties.

Maintaining a clear work flow of daily front office operations; maximize operating potential for all office needs

Provide both internal and external customer service; answer incoming calls| and sort and distribute incoming emails

Coordinate and promote communication among all departments

Oversee office supplies| utilities| office equipment maintenance and shipping needs

Evaluate the effectiveness of the customer service operation and drive continuous process improvements; implement process adjustments and/or system enhancements working cross-functionally as appropriate| to ensure customer satisfaction meets or exceeds expected service levels and to improve business relationships with customers.

Provide input into the research| development| evaluation and implementation of new products| services| technology and processes to ensure competitive position and in anticipation of changing customer needs within the broad scope of the region.

Establish and carry out necessary controls and communication to meet high standards pertaining to employee morale| attitude| appearance| friendliness and courtesy in order to set guest service standards so that all associates are empowered to provide excellent customer service to our guests.

Develop Front Office training programs that support the development of an exceptional guest service program.

Develop an exceptional team dedicated to providing quality guest service and engaging interaction with general public. Support all guest service team members in providing inspirational service| while monitoring individual team member’s performance to provide praise and constructive criticism.

Analyze customer feedback and provide strategic direction to continuously improve overall rating. Focus on low performing/scoring departments and assist with improvements.

Inform the executive team on all pertinent information related to business irregularities and problems as they occur along with recommendations and solutions.


 Adaptability – Develops strategies and identifies resources to implement
and manage change; models flexibility in adjusting priorities; and
communicates the need for change in a positive way that encourages commitment.

 Communication – Actively listens and uses appropriate communication
styles to deliver complex information in a clear concise way and influences
others to accept a point of view| gain consensus| or take action.

 Problem Solving and Decision Making – Models and sets expectations for
solving complex problems| collecting and comparing information to evaluate
alternatives| considering their potential impact before making decisions|
involving others to gain agreement and support| and guiding others to
implement solutions.

 Professional Demeanour – Exhibits behavioural styles that convey
confidence and command respect from others; makes a good first impression and
represents the company in alignment with its values.


 Building and Contributing to Teams – Leads and participates 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 – Focuses and guides others in accomplishing work

 Planning and Organizing – Gathers information and resources required to
set a plan of action for self and/or others; prioritizes and arranges work
requirements self and/or others to accomplish goals and ensure work is


 Coworker Relationships – Develops and uses collaborative relationships
to facilitate the accomplishment of work goals.

 Customer Relationships – Develops and sustains relationships based on
an understanding of customer needs and actions consistent with the company’s
service standards.

 Global Mindset – Supports employees and business partners with diverse
styles| abilities| motivations| and/or cultural perspectives; utilizes
differences to drive innovation| engagement and enhance business results; and
ensures employees are given the opportunity to contribute to their full


 Organizational Capability – Evaluates and adapts the structure of
organizational units| jobs| and work processes to best fit the needs and/or
support the goals of an organizational unit.

 Talent Management – Provides guidance and feedback to help individuals
develop and strengthen skills and abilities needed to accomplish work


 Applied Learning – Seeks and makes the most of learning opportunities
to improve performance of self and/or others.

 Business Acumen – Understands and utilizes business information (e.g.|
data related to employee engagement| guest satisfaction| and property
financial performance) to manage everyday operations and generate innovative
solutions to approach business and administrative challenges.

 Technical Acumen – Understands and utilizes 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.

 Basic Competencies – Fundamental competencies required for
accomplishing basic work activities.

o Basic Computer Skills – Uses basic computer hardware and software
(e.g.| personal computers| word processing software| Internet browsers| etc.).

o Mathematical Reasoning – Demonstrates ability to add| subtract|
multiply| or divide quickly| correctly| and in a way that allows one to solve
work-related issues.

o Oral Comprehension – Demonstrates ability to listen to and understand
information and ideas presented through spoken words and sentences.

o Reading Comprehension – Demonstrates understanding of written sentences
and paragraphs in work-related documents.

o Writing – Communicates effectively in writing as appropriate for the
needs of the audience.

Safety and Security

 Report work related accidents| or other injuries immediately upon occurrence
to manager/supervisor.

 Follow company and department safety and security policies and procedures to
ensure a clean| safe| and secure environment.

 Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

 Follow company| hotel and department policies and procedures.

 Follows Marriott International Hotels Limited Regional Office policies and

 Protect the privacy and security of guests and coworkers.

 Maintain confidentiality of proprietary materials and information.

 Ensure uniform| nametags| and personal appearance are clean| hygienic|
professional and in compliance with company policies and procedures.

 Protect company tools| equipment| machines| or other assets in accordance
with company policies and procedures.

 Perform other reasonable job duties as requested by Supervisors and

 Working hours as required to do your job but normally not less than 48 hours
per week.

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

 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


 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

 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

 Read and visually verify information in a variety of formats (e.g.| small

 Move| lift| carry| push| pull| and place objects weighing less than or equal
to 10 pounds without assistance.