Airport Representative (Arabic Speaker)

POSITION SUMMARY

First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Arrival Expert makes transactions feel like part of the experience.

No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Guest Arrival Experts will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing more than 75 pounds with assistance. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Arrival Experts – to get it right for our guests and our business each and every time.

JOB REQUIREMENTS:

• Handle all duties according to hotel policies, procedures, internal rules and standards.
• Responsible to handle all guest requests and to solve any guest complaints.
• Check the transportation list for arrivals and departures (at least hourly)
• Give a warm welcome with a smile to the guests and address them by their name.
• All expired visas not collected by the guest due to no show or cancellations should be returned immediately to the Visa office.
• Escort the guest to the car and introduce the guest to the driver by name.
• Make a note of who sits where in the car, and pass this information to the Concierge
• Coordinate all transportation requests through the concierge/guest relation of the hotels
• Inform the Manager on duty or Front Office Manager of eventual flight delays or cancellations
• Must keep himself updated with all hotel information in order to attract potential guests.
• Know the Marriott culture and act as an ambassador of Marriott
• Collect the baggage for the guest and bring it to the hotel
• Follow up with the lost luggage department at the airport to see if the luggage has arrived. Keep concierge informed.
• Collect passport, ticket and luggage from the guest or from reception, do the pre check in at the airport and then return the passport and the ticket to the guest.
• Build up good relationship with the Airport Officials and Airline Officers, be an ambassador of Marriott.
• Maintain cleanliness and tidiness of the Airport desk according to the Marriot Brand Standard
• Know the hotel very well in order to be able to satisfy any guest request and ensuring we sell the company. Know the restaurants and what they offer. Know all the hotel facilities.
• Communicate all the operation information with all colleagues. Be active in the daily briefing.
• Use the 15/5 rule and LEARN process and techniques in order to minimize the problem experience of our guests and increase the guest satisfaction overall.
• Handle complaints efficiently in the airport, use the LEARN process in order to ensure guest satisfaction. Fill in a guest response form for each guest comment and hand it over to the Front Office by the end of shift.
• Each associate is expected to carry out, within their capability, all reasonable requests by management.

Human Resources

• Establishes and maintains open, collaborative relationships with all associates and ensures associates do the same within the team.
• Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts. Participates in an on-going associate recognition program.

Other

• Performs other duties as assigned to meet business needs.
• Completes any reasonable job request by your immediate supervisor/manager

I have read and understood the above terms of my job description.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None