Executive Lounge Manager Marriott International

LOVE WHAT YOU DO EVEN MORE

At JW Marriott , treating guests exceptionally starts with the way we treat our associates. Because we believe it takes people who genuinely love what they do to create a truly extraordinary experience.

Here at JW Marriott Marquis Dubai, we are looking for talented individuals, to join our amazing family and in return we are able to offer you the following:

• An amazing career opportunity to not just work with us but open opportunities worldwide with our extensive portfolio of hotels.
• Learning opportunities with some of the best professionals the region has to offer.
• We aim to promote our associates within as soon as the opportunity arises, so we hope to see you progress your career in line with our training and promotion schedule.
• A competitive salary with excellent benefits which include accommodation, meals on duty, Transportation, and:
• World class training and development, including leadership development.
• Recognition programs.
• Discounted accommodation in over 8,000 hotels all over the world. Yes, 8,000!
• Discounted food & drink in all our restaurants and bars.
• Discounts for your friends and family.
• Unlimited career opportunities (Internationally and locally)
• Medical and Life insurance

Amazing support to ensure you have all the tools you require to complete your day-to-day tasks.

OUR EXPECTATIONS FROM THE ROLE:

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
• Having an experience in similar position for at least 12 months preferred

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Innovative
• Pro-active and reliable
• OPERA, Empower Guest Experience, Microsoft Office, telephone software and other related operating systems
• Flexible and ability to work around the clock
• Ability to work collaboratively with hotel service team in providing exceptional customer service excellent telephone etiquette
• Restaurant service sequence
• Dining room operations
• Food and beverage knowledge (i.e. food pairings, wine knowledge, etc.)
• Strong problem-solving skills
• Strong organization and working to deadline skills
• Have a complete understanding of the Marriott Bonvoy program
• Deliver trainings
• Food safety requirements and certification

Education or Certification

• Good level of English essential, Arabic language is an advantage
• High School, Diploma, Degree education or equivalent required

CORE WORK ACTIVITIES

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.
• Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
• 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.
• Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
• Supervise VIP and Marriott Bonvoy Elite member arrivals. Ensure meet and greet for Elite member.
• Ensure all guest requests are met, and special requirements/preferences are taken into account.
• 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 Bonvoy 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.
• Participate in the training and development of Executive Lounge associates and provide training to associates when necessary.
• Support and practice Empowerment within Front Office.
• Understand all front office sections and their operational requirements.
• Identify and resolve guest s problems efficiently and exceeding the guest satisfaction.
• 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.
• Regularly conduct PCI audits in order to ensure compliance according to Marriott International standards.
• Be security conscious at all times and inform Manager on Duty of anything suspicious.
• 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.
• Complies with Marriott International Hotels Limited Regional Office policies and procedures.
•