Guest Experience Manager - Front Desk - Franchised - #43690
Marriott International, Inc
Job Category Rooms & Guest Services Operations
Location Marriott Marquis Dubai, Jewel of the Creek, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Located Remotely? N
Position Type Management
Additional Information: This hotel is owned and operated by an independent franchisee, Aleph Hospitality Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
Provide overall supervision and coordination of daily operations across Marriott Marquis within the Jewel of the Creek. Ensure adherence to standard operating procedures (SOPs) in various departments, including front desk, and engagement team. Oversee and manage all aspects of hotel operations during the night shift. Ensure a seamless transition from the daytime operations and maintain a high level of service standards. Monitor guest satisfaction and address any concerns or issues promptly. Act as a point of contact for escalated guest matters, ensuring resolutions that meet or exceed guest expectations.
Supervise and coordinate the activities of various departments, including front office, housekeeping, and security, during scheduled shifts. Provide leadership, guidance, and support to department heads and team members. Act as a key contact in emergency situations, coordinating responses and ensuring the safety and security of guests and staff. Implement emergency procedures and liaise with relevant authorities when necessary. Foster effective communication and collaboration between departments to ensure seamless operations. Coordinate with department heads to address cross-functional issues and streamline interdepartmental processes.
Manage team’s schedules and assignments, ensuring adequate coverage during peak periods and special events. Oversee shift changes and brief incoming staff on key information, priorities, and special requests. Conduct regular inspections to ensure adherence to quality standards in guest rooms, public areas, and facilities. Address any deficiencies or maintenance issues promptly and effectively. Prepare and submit daily shift reports, summarizing key activities, incidents, and noteworthy information to management. Maintain accurate records of incidents, guest interactions, and operational activities.
- Previous experience in hotel management or a related role.
- Strong problem-solving abilities and the capacity to make sound decisions under pressure.
- Knowledge of security protocols and emergency response procedures.
- Familiarity with hotel management software and systems.
- Ability to work independently during night shifts.
- Flexibility to work on weekends and holidays.
This company is an equal opportunity employer.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.