Experience and Culture Curator

Description

START YOUR JOURNEY WITH US

JW Marriott Marquis Hotel Dubai welcomes you to the heart of the citys 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 View phone number on drjobs.ae 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 8000 hotels all over the world. Yes 8000!
  • 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:

• Conducts departmental trainings for operational teams ensuring compliance with Brand Forbes and LQA standards.
• Supports operational teams in creating unique experiences throughout guest journey.
• Introduces new associates to the foundations of exceptional service brand programs and quality processes.
• Drives the culture of creating meaningful moments for the guests through Moments of Marquis program.
• Maintains awareness on the training tools and resources available through communication via Daily Rehearsal.

Assists Director of Quality with:

• Conducts experience audits and assessments by performing regular site visits mystery shopper programs or interviews to evaluate experience delivery and review feedback from guests associates and stakeholders.
• Collaborates with cross-functional teams by working with operations HR marketing and leadership to embed culture and experience goals across departments.
• Reports and communicates outcomes to the leadership.
• Familiarizes associates with the quality reports and how to spot trends in their work areas and initiate root cause analysis.
• Ensures that management practices at all levels are aligned with quality tools.
• Uses data collection methods to compile display track and analyze defect trends.
• Demonstrates and communicates key drivers of guest satisfaction for the brands target customer.

Managing Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to guest feedback received via post-stay surveys and online reviews.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.
• Creates an atmosphere in all properties that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Fosters employee commitment to providing excellent service participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• 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 supports the Peer Review Process.
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.