Job Number 19000B98
Job Category Administrative
Location The Westin Doha Hotel & Spa, Doha, Qatar VIEW ON MAP
Brand Westin Hotels & Resorts
Position Type Non-Management / Hourly
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At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived.
We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road.
Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay.
We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand.
If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials andinformation.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested bySupervisors.
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.
Address guests' service needs in a professional, positive,and timely manner.
Anticipate guests' service needs, including askingquestions of guests to better understand their needs and watching / listening toguest preferences and acting on them whenever possible.
Welcome and acknowledge each guest with a smile, eyecontact, and a friendly verbal greeting, using the guest's name when possible.
Thank guests with genuine appreciation and provide a fondfarewell.
Engage guests in conversation regarding their stay,property services, and area attractions / offerings.
Speak to guests and co-workers using clear, appropriate andprofessional language.
Answer telephones using appropriate etiquette includinganswering the phone within 3 rings, answering with a smile in one's voice,using the callers' name, transferring calls to appropriate person / department,requesting permission before placing the caller on hold, taking and relayingmessages, and allowing the caller to end the call.
Talk with and listen to other employees to effectivelyexchange information.
Working with Others
Support all co-workers and treat them with dignity andrespect.
Handle sensitive issues with employees and / or guests withtact, respect, diplomacy, and confidentiality.
Quality Assurance / Quality Improvement
Comply with quality assurance expectations and standards.
Move, lift, carry, push, pull, and place objects weighingless than or equal to 10 pounds without assistance.
Possess full and accurate information about all F&Boutlets, promotions and special events
Provide customers with any required information related toall F&B outlets, promotions and special events
Handle all F&B inquiries coming through phone ande-mails
Handle bookings for all F&B outlets before the outletsare open.
Handle group inquiries and bookings for F&B outlets,prepare offers and contracts for groups
Advice and recommend food & beverage choices tocustomers while making offers
Handle pre-payment for F&B reservations and specialevents bookings if needed
Create reservations in Reserve Out system and clearlyindicate all notes and preferences of the customer. Proceed with tableallocation if needed
Confirm and reconfirm bookings for all F&B outletsbefore outlets are open.
Responsible for control over the number of reservationstaken for a day for any outlet
Announce overbook of any outlet when necessary and stopbookings before the Outlet Manager is on duty
Handle reservations for special events arranged by thehotel
Handle ticket sales for special events arranged by the hotel
Responsible for taking clear and accurate information aboutevery booker and update it correspondingly in database
Handle Reserve Out database and corrects mistakes whereapplicable. Ensure all information is correct and up to standards
Actively assist in promoting F&B outlets and specialevents by providing full and detailed information
Ensure that all customer inquiries are handled timely,efficiently and with care
Maintain efficient communication with Outlet Managers,F&B management and other departments in order to facilitate operation
Make Telemarketing as per the standard of procedure
Maintain appropriate level of confidentiality
Use operating equipment correctly and handles it withoutdamaging
Carry out any other reasonable duties and tasks assigned bydepartment head or management
Operate in a safe and environmentally friendly way toprotect guests’ and colleagues’ health and safety, as well as protect andconserve the environment.
Comply with the hotel environmental, health and safetypolicies and procedures
Follow proper escalation procedures when addressing guestconcerns.
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.