Bell Captain

Job description

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™.

Desired profile

Qualifications :

JOB SUMMARY

To welcome and escort our Guests, ensure that their luggage is handled as per brand standards of Marriott International, focus on ensuring that the highest levels of hospitality and service are provided. Represent concierge department in resolving any guest or hotel related situation. Maintain the flow of guest traffic and direct guests within the Lobby.

SCOPE / BUSINESS CONTEXT
·  A Full Time position based at JW Marriott Marquis Dubai.
·  Number of Direct Reports - 0
·  Titles of Direct Reports – 0
CANDIDATE PROFILE
Experience:
·  Similar experience, Arrival & Departure logistic Management, local knowledge.
Skills and Knowledge
·  Strong Communication skills (verbal, listening, writing), Innovative, Pro-active and reliable, Outgoing personality and outstanding guest service skills.
·  Knowledge of local area, local attractions, entertainment and landmarks
·  Hotel knowledge, Ability to work collaboratively with hotel service team in providing exceptional customer service
·  Excellent telephone etiquette ,Strong problem-solving skills
·  Strong organization and working to deadline skills
Education or Certification
·  Higher Secondary Education.
SPECIFIC DUTIES

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

·  Ensure that bellmen greet guests and escort them to their rooms in accordance to the JW Marriott standard and Rooming LSOP.
·  Ensure that bellmen deliver luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive in a timely fashion.
·  Maintain detailed records of all guest room deliveries, amenity/wedding deliveries
·  Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve complaints, assist in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
·  Coordinate daily activities of bellman including completion of Bellman Daily Checklist, organization of bag storage area, porterage, group arrival/departure information, cart maintenance
·  Responsible for training new members of the bell team in accordance with JW Marriott Brand Standards and LSOPs.
·  Responsible for preparing and implementing “On the Job Training” calendar.
·  Careful handling of hold for collection items.
·  Responsible for conducting Monthly Hospitality Audits
·  Responsible for coordinating bellman positioning in the lobby and at Front Desk/ Elevator bays
·  Work harmoniously and professionally with co-workers and supervisors.
·  Complete all required checklist per shift (e.g. daily checklist , valet list, check out log, etc.)
·  Ensure timely delivery /retrieval of all luggage's , packages and other correspondence either checked or left at bell stand.
·  Supply Directions and information regarding:
·  Hotel services, products, facilities and promotions.
·  Arrange and store luggage trolleys safely. Maintain and ensure cleanliness of the trolleys. Extreme care and proper loading habits for protection of guest property should be taken when carts are in use.
·  Receive guest in a proper and professional manner according to the Marriott Hotels & Resorts standards.
·  Assist with concierge related duties and relieve concierge when not present.
·  Ensure all front office areas are clean and “clean as you go concept” followed
·  Each Associate is expected to carry out, within the capabilities, all reasonable requests by management.
·  Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
·  Assist other employees to ensure proper coverage and prompt guest service.
·  Ensure that the bell team adheres to all grooming standards and hygiene practices.
·  Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.