Visa Agent - The JW Marriott Marquis Hotel Dubai

Responsible for processing all guest Business visa requests, changes, and cancellations received by phone, fax, or mail. Work closely with the Front Office and be familiar with all functions of the Front Office Department. Follow proper escalation procedures when addressing guest concerns.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards.



Essential Functions

· Prepare the paperwork necessary to apply for a tourist/business visa for guests staying at the property.

· Ensure that information is gathered, processed and filed in an efficient and accurate manner.

· Develop and maintain close relationships with peers and associates at the Immigration department.

· A ctively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (., LEARN, Guest Response) to resolve issues, delight, and build trust.

· Address guests' service needs in a professional, positive, and timely manner.

· 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.

· 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.

· Verify all information with callers to ensure accuracy.

· Accommodate and document special requests in an accurate and efficient 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 and every 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.

· Explain visa process, costs, timeframes and guarantee and cancellation policies to callers.

Job Details

Date Posted:	2013-12-25
Job Location:	Dubai, United Arab Emirates
Job Role:	Administration
Company Industry:	Hospitality/Tourism/Travel

Preferred Candidate

Career Level:

Mid Career

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Date Posted: December 25, 2013 at 10:30AM

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Visa Agent - The JW Marriott Marquis Hotel Dubai