Director of Guest Experience

START YOUR JOURNEY WITH US

JW Marriott Marquis Hotel Dubai welcomes you to the heart of the city's lively downtown district with modern luxury and award-winning service. Soaring above Sheikh Zayed Road, our bustling and dynamic 5-star hotel is one of the tallest in the world, consisting of two towers with 1608 rooms and boasts awe-inspiring views of the water and Dubai cityscape. Enjoy a swim in the outdoor pool or a workout in the fitness center before easing tired muscles with a massage at Saray Spa. Sample the flavors of the world at our 10 restaurants and lounges, which offer Japanese, Italian, Indian and Thai cuisine. For those planning an event in downtown Dubai, UAE our hotel offers 80,000 square feet of adaptable space, including a striking ballroom and outdoor venues. Explore, Dubai Mall, Burj Khalifa and Dubai Opera which are all minutes away.

LOVE WHAT YOU DO EVEN MORE

At JW Marriott®, treating guests exceptionally starts with the way we treat our associates. Because we believe it takes people who genuinely love what they do to create a truly extraordinary experience. 

Here at JW Marriott Marquis Dubai, we are looking for talented individuals, to join our amazing family and in return we are able to offer you the following: 

• An amazing career opportunity to not just work with us but open opportunities worldwide with our extensive portfolio of hotels. 


• Learning opportunities with some of the best professionals the region has to offer.


• We aim to promote our associates within as soon as the opportunity arises, so we hope to see you progress your career in line with our training and promotion schedule. 


• A competitive salary with excellent benefits which include accommodation, meals on duty, Transportation, and:
  
  
  
  • World class training and development, including leadership development.
  
  
  • Recognition programs.
  
  
  • Discounted accommodation in over 8,000 hotels all over the world. Yes, 8,000!
  
  
  • Discounted food & drink in all our restaurants and bars.
  
  
  • Discounts for your friends and family.
  
  
  • Unlimited career opportunities (Internationally and locally)
  
  
  • Medical and Life insurance
  
  


• Amazing support to ensure you have all the tools you require to complete your day-to-day tasks. 

OUR EXPECTATIONS FROM THE ROLE:

Experience:

• Previous experience in similar role preferred 

Skills and Knowledge 

• Strong Communication skills (verbal, listening, writing)


• Innovative


• Pro-active and reliable


• Able to work alone and within a team

Education or Certification 

• Good level of English essential 

SPECIFIC DUTIES:

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

Leading Guest Experience and Guest Services Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; 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.


• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.


• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.


• Ensures recognition of employees is taking place across areas of responsibility.


• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.


• Celebrates successes and publicly recognizes the contributions of team members.


• Maintaining Guest experience and Front Office Goals


• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.


• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.


• Develops specific goals and plans to prioritize, organize, and accomplish your work.


• Keeps Guest Experience and Guest Services teams focused on the critical components of operations to drive guest satisfaction and the desired financial results.


• Conducts department meetings and continually communicates a clear and consistent message regarding the Guest Experience goals to produce desired results.


• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.


• Understands the impact of Guest experience on the Front Office operations and in turn the rooms area and overall property financial goals.


• Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

•       Ensures compliance with all Front Office policies, standards and procedures.

•     Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Managing and Conducting Human Resource Activities

•       Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

•     Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

•     Establishes challenging, realistic and obtainable goals to guide operation and performance.

•     Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

•     Ensures employees are treated fairly and equitably.

•     Manages employee progressive discipline procedures for guest experience and guest services associates.

•     Administers the performance appraisal process for direct report managers.

•    Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation

MANAGEMENT COMPENTENCIES:

• Leadership


• Managing Execution


• Building Relationships


• Generating Talent and Organizational Capability


• Learning and Applying Professional Expertis

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.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.