Service Express Manager – Mina Seyahi Complex – The Westin Dubai Mina Seyahi Beach Resort & Marina – Al Sufouh


Job Number 19140390
Job Category Rooms and Guest Services Operations
Location The Westin Dubai Mina Seyahi Beach Resort & Marina| Al Sufouh|
Dubai| United Arab Emirates| United Arab Emirates
Brand Le Meridien
Schedule Full-time
Relocation? No
Position Type Management

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Marriott International is the world’s leading global hospitality company|
with more brands| more hotels and more opportunities for associates to grow
and succeed. With 5|700 properties| you’ll find us in your neighborhood and in
more than 110 countries across the globe. Learn about our 30 hotel brands at Find Your World.™

Le Meridien Mina Seyahi Beach Resort & Marina| ideally located alongside
Dubai’s largest private white sand beach| Le Meridien Mina Seyahi Beach Resort
& Marina is an iconic destination among the most luxurious of Dubai Beach
Resorts. Featuring a classic chic decor are subtle purple accents| our 220
Rooms and suites are designed to stimulate your creativity while offering
breath-taking views and outstanding resort facilities will enrich your

The Westin Dubai Mina Seyahi Beach Resort & Marina Peaceful retreat
settled on Jumeirah Beach| the resort offers the perfect destination for the
entire family to unwind and recharge with a breath-taking array of recreation
activities| and close proximity to major Dubai local attractions. Featuring
exceptional views over the Arabian Gulf| our impressive neoclassical
architecture fills our five-star luxury beach resort in Dubai with charm and

The New Tower : In addition to the two premium 5 star hotels| we are set
to open another iconic Tower Under an exciting brand in the 1st Quarter of
2021. The New Tower will have prestigiously located beside the Le Meridien
Mina Seyahi| overlooking the pristine waters of the Arabian Gulf. The Tower
will feature 320 guest rooms| 5 contemporary dining and lounge concepts| it
will be a vibrant place for the guest of any age to relax and nurture their
body| soul and mind during their stay with us.

_Job responsibilities will include| but not limited to the following:_

Responsible for the successful functioning of the department.

Major responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly.

Receiving and processing all requests for additional items| directions| correcting any issues and| if necessary| forwarding calls on to appropriate areas.

Analyze the data provided by reports and propose improvement plans for all departments based on the feedback received.

The Manager needs to ensure the agents’ information is thorough and up-to-date.

Accountable for tracking all guest requests and issues to use as process improvement tool.

Strives to continually improve guest and employee satisfaction while maximizing the financial performance of the department.

Manages day-to-day operations| ensures the quality| standards and meets the expectations of the customers on a daily basis.

Handles complaints| settles disputes| and resolves grievances and conflicts| or otherwise negotiates with others.

Implements the customer recognition/service program| communicating and ensuring the process.

Tracks all guest issues from various sources and report results.

Ensures guest requests/issues are logged.

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs| providing guidance| feedback| and individual coaching when needed.

Identifies trends in guest issues for resolution.

Schedules and supervise staff to ensure prompt| friendly| and attentive service.

Supervises Service Express agents to ensure prompt and complete resolution of guest calls and requests.

Coordinates the process of receiving and resolving guest issues and requests.

Utilizes interpersonal and communication skills to lead| demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust| respect| and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviors.

Understands employee positions well enough to perform duties in employees| absence.

Assists in recruitment| hiring| training| and orientation of department personnel.

Provides information to supervisors| co-workers| and subordinates by telephone| in written form| e-mail| or in person.

Analyzes information and evaluates results to choose the best solution and solve problems.

Informs and/or updates the executives| the peers and the subordinates on relevant information in a timely manner.

Addresses complaints and serves as Manager on Duty as needed.

Attends meetings (e.g.| front office supervisor meetings| operations meetings| forecast meetings| monthly department meetings| sales strategy| pre-con meetings).

_To move into this position| you should have:_

Minimum 3 years experience in similar role.

Hospitality Graduate or equivalent qualification

Previous Marriott Experience is an advantage

Proficiency in computer (Microsoft Office Applications| and related IT preferred| use of internet| Outlook Express)

Extensive Knowledge of PMS Front office operating system (Opera preferred)

Excellent command of the English language speaking| reading and writing

Well spoken with strong presentation skills.

Team player| Attention to details.

Strong organizational and negotiations skills.

Ambitious and target Driven| High level of Integrity.

Self Motivating| positive thinker.

May be required to work additional hours to meet the demand of our business and the clients.