Doha Posting Date Feb 03, 2019 Job Number 19000B98 Job Category Administrative Location The Westin Doha Hotel & Spa, Doha, Qatar VIEW ON MAP Brand Westin Hotels & Resorts Schedule Full-
time Relocation? No Position Type Non-Management / Hourly Start Your Journey With Us 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 and information.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations 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 asking questions of guests to better understand their needs and watching / listening to guest preferences and acting on them whenever possible.
Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions / offerings.
Communication Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering 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 relaying messages, and allowing the caller to end the call.
Talk with and listen to other employees to effectively exchange information.
Working with Others Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and / or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance / Quality Improvement Comply with quality assurance expectations and standards.
Physical Tasks Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Reservation Services -Possess full and accurate information about all F&B outlets, promotions and special events Provide customers with any required information related to all F&B outlets, promotions and special events Handle all F&B inquiries coming through phone and e-
mails Handle bookings for all F&B outlets before the outlets are open.
Handle group inquiries and bookings for F&B outlets, prepare offers and contracts for groups Advice and recommend food & beverage choices to customers while making offers Handle pre-
payment for F&B reservations and special events bookings if needed Create reservations in Reserve Out system and clearly indicate all notes and preferences of the customer.
Proceed with table allocation if needed Confirm and reconfirm bookings for all F&B outlets before outlets are open.
Responsible for control over the number of reservations taken for a day for any outlet Announce overbook of any outlet when necessary and stop bookings before the Outlet Manager is on duty Handle reservations for special events arranged by the hotel Handle ticket sales for special events arranged by the hotel Responsible for taking clear and accurate information about every booker and update it correspondingly in database Handle Reserve Out database and corrects mistakes where applicable.
Ensure all information is correct and up to standards Actively assist in promoting F&B outlets and special events 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 without damaging Carry out any other reasonable duties and tasks assigned by department head or management Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment.
Comply with the hotel environmental, health and safety policies and procedures Guest Relations Follow proper escalation procedures when addressing guest concerns.
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.