Guest Service Agent

Abu Dhabi National Hotels (ADNH) was founded in 1976 as a hotel owner and asset manager and has evolved into a hospitality group that encompasses hotels, restaurants, destination management services, catering and transportation.

Under its Hotels Division, ADNH owns some of the most reputable and recognizable hotels in the Emirate and beyond: The Ritz-Carlton Abu Dhabi, Grand Canal; Park Hyatt Abu Dhabi Hotel and Villas; Sheraton Abu Dhabi Hotel & Resort; Le Meridien Abu Dhabi; Radisson Blu Hotel & Resort Al Ain; Radisson Blu Hotel & Resort Abu Dhabi, Corniche; Sofitel Dubai Jumeirah Beach Kempinski The Boulevard Dubai; Kempinski Central Avenue Dubai; JW Marriott Hotel Marina; The Heritage Hotel, Autograph Collection and Hotel Boulevard, Autograph Collection.

ABOUT JW MARRIOTT HOTEL MARINA

JW Marriott Hotel Marina is an urban waterfront luxury hotel located in Dubai Marina, one of the most sought-after destinations in the vibrant city of Dubai. Offering breathtaking views of the picturesque marina skyline and the Arabian Gulf, the hotel is renowned for its contemporary design, world-class amenities, and impeccable service. It boasts a wide range of well-appointed rooms and suites, each exuding elegance and comfort, ensuring a truly relaxing stay. From private balconies with stunning views to modern amenities including flat-screen TVs, complimentary Wi-Fi, and plush bedding, guests can indulge in a lavish and sophisticated ambiance.

YOUR ACCOUNTABILITY

• Registers guests and assigns rooms, accommodates special requests whenever possible.
• Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
• Understands room status and room status tracking.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
• Thoroughly understands and adheres to proper credit, checks cashing, travelers, and cash-handling policies and procedures.
• Secure payment; verify and adjust billing.
• Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change, transfers guests balances to other accounts as required.
• Complete designated cashier and closing reports in the computer system/OPERA.
• Identify and explain room features to guests.
• Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Run and review daily reports/logs.
• Accept and record wake-up call requests and deliver to appropriate department.
• Notify Loss Prevention/Security of any guest reports of theft or any unusual occurrences to immediate supervisor and/or designated Manager.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Possesses a working knowledge of reservation department, takes same day reservation and future reservation when necessary. Knows cancellation procedures.
• Print contingency lists to have a record of all guests in case of emergency.
• Performs any other duties as assigned to her/him by management and assist other departments, as necessary.

WHAT WE LOOK FOR

• High school diploma or equivalent; post-secondary education or certifications in hospitality management preferred.
• Prior customer service experience required, with hospitality or front desk experience preferred.
• Excellent customer service, communication, technical proficiency with front desk systems, organizational, problem-solving, multitasking, and attention to detail.
• Willingness to work various shifts, including nights, weekends, and holidays.
• Maintaining a neat and professional appearance.
• Familiarity with the local area, including attractions, restaurants, and transportation options, to assist guests with inquiries.
• Ability to work well with other hotel staff to provide a seamless guest experience.
• Friendly and approachable demeanor to create a welcoming atmosphere for guests.
• Capability to manage multiple tasks simultaneously in a fast-paced environment.
• Ensuring accuracy in reservations, billing, and guest requests.