Guest Experience Expert - CID Agent

Additional InformationJob Number 25168410Job Category Rooms & Guest Services OperationsLocation The St. Regis Abu Dhabi, Nation Tower, Corniche, Abu Dhabi, United Arab Emirates, United Arab Emirates,VIEW ON MAPSchedule Full TimeLocated Remotely? NPosition Type Non-ManagementStart Your Journey With Us From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition.Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises of 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite the highest suspended suite in the world, connecting the two Nation Towers.The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as "Hosts," are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabi s best address The St. Regis Abu Dhabi, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5-Star Rating.Job Requirement:To ensure all guests data is updated in the police system, and to assist Front Office operation whenever needed.CID Data Agent attends promptly and efficiently to all phone calls within 3 rings and is the primary point of contact for all telephone correspondence within the hotel. All phone calls are answered with a warm welcome and answer any guest questions, anticipate their wants and needs and resolve guest problems. Ensure guest s immediate requirements are catered for. The CID Data Agent has an awareness of regular guest names and requirements and has a full understanding of core Front Office process.ESSENTIAL FUNCTIONS:To check in and check out all the guests in the CID system, respecting the local government requirements in order to avoid penaltiesTo monitor and correct any discrepancy shown by the PMS and CID system reconciliationTo handle all CID related messages and information, acting as a link between the hotel and the local authoritiesTo attend all CID related trainings and to train and monitor colleagues accordingly, constantly updating the AFOM, NM and FOMTo maintain a structured filing system, as per CID and audit procedures requirementsHas a full knowledge of Marriott Bonvoy Program, Hotel occupancy and availability Knowledgeable in all room types and attributes (layout, size, connecting configurations, and views)Keeping Butlers informed of blocking and unblocking rooms, reallocation and room moves when Front Office liaises the changes with the AgentsLocate arriving, in-house and departed guests by name and room numberCompetent in messaging functionality (creating, modifying, delivering, deleting)Answer all phone calls adhere to the standards set forth within the Telephone & Verbiage FOETransfer calls to an appropriate guest or department when requested by callersCoordinate guest requests with all relevant departmentThoroughly conversant with all room types, d cor and outlookCommunication and recording of complaintsEnsure full liaison with other members of the team Strong communication with other areas, especially Front Office, Butlers and HousekeepingMake sure all guest profiles are turned to Complete from incomplete lists Report maintenance faults and damage to machines, furniture and fittings in all area of the hotel to the maintenance department.Strong relationship with guests and internal customersPrepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shiftEnsure all Wakeup call requests are logged accurately Give wake up calls for guestsKeep inventory of Butler On Call ItemsGXP Basics (profiles, preferences, defects, reporting) are entered accurately and monitor existing profiles Ensure daily shift hand over is completed thoroughlyPreferred QualificationsEducation: High school diploma or G.E.D. equivalent.Related Work Experience: At Least 1 year of experience within the hospitality industryAt 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 celebrated. Our 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.Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.