Guest Experience Expert - CID Agent

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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 penalties
• To monitor and correct any discrepancy shown by the PMS and CID system reconciliation
• To handle all CID related messages and information, acting as a link between the hotel and the local authorities
• To attend all CID related trainings and to train and monitor colleagues accordingly, constantly updating the AFOM, NM and FOM
• To maintain a structured filing system, as per CID and audit procedures requirements
• Has 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 Agents
• Locate arriving, in-house and departed guests by name and room number
• Competent in messaging functionality (creating, modifying, delivering, deleting)
• Answer all phone calls adhere to the standards set forth within the Telephone & Verbiage FOE
• Transfer calls to an appropriate guest or department when requested by callers
• Coordinate guest requests with all relevant department
• Thoroughly conversant with all room types, décor and outlook
• Communication and recording of complaints
• Ensure full liaison with other members of the team 
• Strong communication with other areas, especially Front Office, Butlers and Housekeeping
• Make 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 customers
• Prepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shift
• Ensure all Wakeup call requests are logged accurately 
• Give wake up calls for guests
• Keep inventory of Butler On Call Items
• GXP Basics (profiles, preferences, defects, reporting) are entered accurately and monitor existing profiles 
• Ensure daily shift hand over is completed thoroughly

Preferred Qualifications

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

Related Work Experience: At Least 1 year of experience within the hospitality industry

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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 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.