Guest Experience Expert (Chinese Speaking)

START YOUR JOURNEY WITH US

Can you imagine waking up to the sound of silence where the horizon stretches endlessly and the desert whispers stories of centuries past?
Welcome to Al Maha, a Luxury Collection Desert Resort & Spa, a timeless sanctuary hidden among the rolling dunes of the Dubai Desert Conservation Reserve.

Here, every sunrise paints the sands in gold, and every moment invites you to slow down and reconnect with nature, with purpose, and with yourself.
Among lush palm groves and desert wildlife, our 42 private pool villas offer a world apart, a place where luxury feels natural and authenticity breathes in every detail, from handcrafted interiors to views that blur the line between sky and earth.

Our story is one of heritage, passion, and belonging, and now, it could be yours too.
Join a team that brings the spirit of Arabia to life, crafting experiences as unforgettable as the desert itself.

LOVE WHAT YOU DO EVEN MORE

At Marriott, we believe exceptional guest experiences begin with how we treat our associates.
At Al Maha, you’ll become part of a close-knit family that values passion, purpose, and pride in what we do.

We’re looking for talented and dedicated individuals to join our team, and in return, we offer you the following:

• A career with limitless horizons, from the golden dunes of Al Maha to over 8,000 Marriott hotels worldwide, where new opportunities await.

• Professional growth and mentorship guided by some of the region’s most accomplished hoteliers.

• Competitive salary and benefits, including on-property accommodation and full-board meals.

• Exclusive Marriott privileges, discounted stays and dining, plus special rates for friends and family.

• Comprehensive medical and life insurance coverage.

• All the tools, resources, and support you need to excel every day.

OUR EXPECTATIONS FROM THE ROLE:

JOB SUMMARY
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Count float at the beginning and end of shift. Balance and drop receipts according to accounting specifications.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at Al Maha Desert Resort and Spa, The Luxury Collection.

• Number of Direct Reports - 2

• Titles of Direct Reports – 2
CANDIDATE PROFILE
Experience:

• Hotel experience is desirable but not essential

• Previous experience working within a similar role in a 5 star environment preferred

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)

Education or Certification

• Innovative

• Pro-active and reliable

• Outgoing personality and outstanding guest service skills.

• Knowledge of local area, local attractions, entertainment and landmarks

• Knowledge of hotel room types, layouts and features

• Ability to use Opera, Micros & MARSHA System and other operating systems

• Knowledge of Guest Response Tracking Software / GXP

• Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette

• Strong problem-solving skills

• Strong organization and working to deadline skills

• Have a complete understanding of the Marriott Reward program
SPECIFIC DUTIES
The following are specific responsibilities and contributions critical to the successful performance of the position:

• Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedure and events.

• Have knowledge of hotel rates, package and discounts.

• Have knowledge about all guest rooms, features and amenities plus all services offered by the hotel.

• Attend the shift briefing, daily 15 minutes training and front office monthly meeting.

• To ensure a quick, efficient and friendly check in and departure of all guests. Ensuring that their details are entered onto the computer correctly and efficiently to the Brand Standards.

• To arrange and co-ordinate the activities, tours /transfers and special requests of guests and visitors to the resort, ensuring that they have the maximum comfort and convenience for the duration of their visit.

• Pass on all the relevant information (including complaints) to the other departments in the

• Operation. To ensure that guests receives services in well-coordinated and timely manner, this Includes additional information which may be relevant to developing and upgrading service, guest History records, Management and Sales and Marketing.

• Assign rooms, accommodating special requests whenever possible.

• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

• Review requests for late check-outs and approve according to occupancy.

• Operate telephone switchboard station in order to answer telephone calls.

• Manage all GXP functionalities and processes and ensure a full usage of the same by all direct reports.

• Take room service orders over the phone, answering any questions regarding the menu, inputting order. into appropriate system, up-selling, following method of payment policies, reading back the order to confirm its accuracy and providing expected delivery time.

• To understand the correct reservation procedures and to take any reservations if required, Be flexible according to the business needs.

• Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date.

• Be fully aware of hotel credit policy and procedures and ensure that it’s adhered at all time.

• Be knowledgeable and promote the Marriott rewards program.

• Keep yourself informed with all VIP arrivals.

• Be flexible in regard to work schedule.

• Strive to represent Marriott in the most professional manner at all times.

• Ensure that all guests are communicated with the credit policy and procedures upon check-in.

• Take initiative through empowerment to ensure complete guest satisfaction.

• Be fully aware of safety and emergency procedures.

• Handle mail and messages properly and on confidential basis.

• Know how to follow all hospitality guidelines and daily service basics.

• Ensure that all guest problems are resolved by using “Guest Response Program”

• Assist a fellow associates in their Job to ensure that all are done on time.

• Use your Opera and other systems password with discretion. Log off the terminal when leaving the area.

• Have knowledge about the city, the local area and attraction to provide the guests with all requested information.

• Report any unusual occurrences or requests to the manager or supervisor on duty.

• Be familiar with the AM, PM and night check list to ensure smooth daily operations.

• Ability to communicate with all managers, supervisors and fellow associates.

• Be aware of the Marriott brand standards and follow the thoroughly.

• Ensure that daily banking procedures are followed and performed as per the standards.

• Ensure all guests are welcomed, met and greeted, offered welcome drinks and /or cold towels (depending on brand) and escorted to the elevators and/or room according to the Marriott Welcome Experience.

In joining Marriott Hotels, 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.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.