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Assistant Executive Lounge Manager

  • , United Arab Emirates
  • Competitive

Job Number 22184774
Job Category Rooms & Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

The assistant Executive Lounge Manager is responsible for maintaining 100% reliability in the recognition of all JW Marriott guests visiting the hotel, and for informing all hotel departments of the Elite Members arrivals; (un)expressed special needs, requests, and personal preferences and for creating loyalty versus satisfied guests.

Assisting Executive Lounge Manager to control the Executive Lounge expenses / costs to be in line with Department profit.

S/he is responsible for training and continuously energizing the Guest Recognition process throughout the hotel and at the Executive Lounge.

The Assistant Executive Lounge Manager is also responsible to ensure Lobby presence during peak times.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai.

• Number of Direct Reports - 4

• Titles of Direct Reports - Executive Lounge Supervisor, Executive Lounge Team Leaders, Executive Lounge Agent, Executive Lounge Attendants

CANDIDATE PROFILE

Experience:

• Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential

• Previous experience in F&B restaurant operations is preferred.

• Minimum of 2 years previous experience in guest relations or related department within a five star hotel

• Skills and Knowledge

Education or Certification

• Good level of English essential, Arabic language is an advantage

• High School, Diploma, Degree education or equivalent required

Skills and Knowledge

• Strong ability to forge professional relationships with guest, co-workers and manager

• Ability to maintain hotel's standards, policies and procedures

• Professional image and personality including confidence

• Leadership skills, thinking clearly, quickly and making decisions

• Team player, working well with other department and co-workers

• Full comprehension of software including Opera

• Ability to go the extra mile, to provide the extra attention in order to satisfy guests' individual needs and wants.

• Should be creative, innovative and strive for continuous improvement

• Ability to motivate staff and maintain a cohesive team

• Ability to handle all disciplinary counselling as necessary according to JW Marriott Employee Hand Book

• Ability to maintain positive, professionally represent and engaging relations with guests and co-worker

• Organized and focused in high stress situations

• Proficiency in Outlook and Microsoft Excel

• Fluency in English language - both written and spoken and great communication skills

• Fluency in second language other than English, Arabic preferably

• Ability to ensure security and confidentiality of guests

• Ability to overcome objections, understand and respond appropriately to guest inquiries and needs while remaining calm and courteous

• Ability to multi task and take on cross functional tasks when required

• Attention to details

• Ability to direct and supervise others

• Ability to train and develop others

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position

• Be familiar with Hotel services, operational hours and ongoing promotions.

• Have a thorough knowledge of JW Marriott Marquis Dubai products and services.

• Maintain good working relationship with all hotel departments.

• Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.

• Have a good knowledge on food and beverage offerings and pairings.

• Demonstrate and promote quality awareness amongst Executive Lounge team. Seek ways to improve and maintain guest satisfaction scores for all Executive Lounge associates.

• Ensure all checklists are completed at the end of each shift.

• Supervise VIP and Marriott Rewards Elite member arrivals. Ensure meet and greet for Elite member.

• Liaise on daily basis with culinary team to ensure buffet set-up is complete and food is replenished and to inform of expected guest counts.

• Be familiar and promote Marriott Rewards Program and encourage all Executive Lounge associates in order to achieve monthly target.

• Encourage all associates to keep working areas clean and tidy.

• Adhere to all food safety regulations and requirements.

• Have a thorough knowledge of OPERA, Empower Guest Experience and other front office related operational software.

• Be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operations.

• Support and practice Empowerment within Front Office.

• Understand all front office sections and their operational requirements.

• Have a thorough knowledge of all Emergency Procedures.

• Supervise guest registration and all relevant registration details required by the UAE law.

• Have a thorough knowledge of Visa policy and procedures and assist in absence of visa coordinator.

• Supervise compliance of Executive Lounge Agents in Cash handling procedures to maintain an accurate float.

• Supervise PCI audits in order to ensure compliance according to Marriott International standards.

• Prepare and ensure timely delivery of daily reports to other departments as well as executive office.

• Assist in maintaining of bulletin board, or other visual representation, to note any outstanding issues, supply shortages within Executive Lounge.

• Develop knowledge about frequent guests and their special requests and needs. Ensure the information is updated and maintained in guest profiles accordingly.

• Each associate is expected to carry out, within their capabilities, all reasonable requests by management.

• Be flexible according to the business need.

• Have an excellent approach to customer service.

• Have strong organizational skills; always practice "Clean as you go".

• Performs other related tasks as assigned by management.

• Assisting the Executive Lounge Manager to monitor the Executive Lounge expenses to ensure it will be in line with Department profit.

• Drive the Executive Lounge Brand Standards and appropriate engagement and communication with guests and colleagues.

• Conduct ongoing training with existing staff and ensure that new staff is certified as required.

• Assist employees wherever necessary in performing all job functions.

• Monitor and ensure that employees perform their job functions to the hotel's expected level of service.

• Develop Executive Lounge Supervisors by ensuring Personal Development Plans are completed and followed up on.

• Ensure the completion of team job appraisals, monthly one to one and LPP at the end of the year.

• Monitor and maintain cleanliness and working condition of department equipment and supplies.

• Participate in related project teams.

• Balanced Scorecard Results: Implements strategies and executes activities to drive and continuously improve financial results, guest satisfaction, and human capital index and market share.

OTHER

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• Follow company, hotel and department policies and procedures.

• Follows Marriott International Hotels Limited Regional Office policies and procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors and Management.

• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.

• Assist other employees to ensure proper coverage and prompt guest service.

• 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.

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

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Thank guests with genuine appreciation and provide a fond farewell.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• 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.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Talk with and listen to other employees to effectively exchange information.

Working with Others

• 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. Develop and maintain positive and productive working relationships with other employees and departments.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.

• Stand, sit, or walk for an extended period of time or for an entire work shift.

• Read and visually verify information in a variety of formats (e.g., small print).

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

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.

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™.

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