Guest Experience Expert (Chinese Speaking)
On-siteDubai, Dubai, United Arab Emirates
Job Summary
Conduct front office operations by processing check-ins and check-outs, managing payments, and assigning rooms while ensuring accurate data entry and adherence to brand standards. Answer guest calls, handle reservations, coordinate transfers and special requests, and manage the telephone switchboard. Execute end-of-day tasks including night audit backups, roll dates, and balance floats, while resolving guest concerns through the Guest Response Program. Collaborate with Housekeeping to track room readiness and communicate parking or local area information to guests. Maintain full knowledge of hotel rates, amenities, and safety procedures, ensuring all banking and credit policies are followed.
Required Qualifications
- Ability to use Opera, Micros & MARSHA System and other operating systems
- Knowledge of Guest Response Tracking Software / GXP
- 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
- Have a complete understanding of the Marriott Reward program
- Ability to communicate with all managers, supervisors and fellow associates
- Be aware of the Marriott brand standards and follow the thoroughly
- Ensure all guests are welcomed, met and greeted, offered welcome drinks and /or cold towels (depending on brand) and escorted to the elevators and/or room according to the Marriott Welcome Experience
- Be fully aware of safety and emergency procedures
- Know how to follow all hospitality guidelines and daily service basics
- Ensure that all guest problems are resolved by using "Guest Response Program"
Desired Qualifications
- Hotel experience is desirable but not essential
- Previous experience working within a similar role in a 5 star environment preferred
- 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
- Knowledge of hotel room types, layouts and features
- Ability to use Opera, Micros & MARSHA System and other operating systems
- Knowledge of Guest Response Tracking Software / GXP
- 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
- Have a complete understanding of the Marriott Reward program
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