Executive Lounge Attendant Team Leader
Dubai, United Arab Emirates
Job Description
Job Number 22156402
Job Category Rooms & Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
JOB SUMMARY Responsible for the food and beverage service in the Executive Lounge throughout the day. Run daily reports of food and beverage order and check reports for accuracy. Monitor daily, weekly and monthly inventory. Facilitates on the job training for new Executive Lounge Attendant. Monitor the highest level of Food Hygiene. Drive guest engagement in the Executive Lounge. Be JW Marriott brand ambassadors. Must be knowledgeable about hotel facilities and services. Focuses on delivering exceptionally personalized experience for JW Executive Lounge guests. Monitor food and beverage service and set-up in the Lobby if required. Update daily expenses of the Executive lounge. SCOPE / BUSINESS CONTEXT
OTHER Safety and Security
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.
Job Category Rooms & Guest Services Operations
Location JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
JOB SUMMARY Responsible for the food and beverage service in the Executive Lounge throughout the day. Run daily reports of food and beverage order and check reports for accuracy. Monitor daily, weekly and monthly inventory. Facilitates on the job training for new Executive Lounge Attendant. Monitor the highest level of Food Hygiene. Drive guest engagement in the Executive Lounge. Be JW Marriott brand ambassadors. Must be knowledgeable about hotel facilities and services. Focuses on delivering exceptionally personalized experience for JW Executive Lounge guests. Monitor food and beverage service and set-up in the Lobby if required. Update daily expenses of the Executive lounge. SCOPE / BUSINESS CONTEXT
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 1
- Titles of Direct Reports – Executive Lounge Attendants
- Preferred experience in F&B and or Hotel Operations
- Customer services/contact.
- Hotel experience will be an added value, experience in the Middle East
- Communication skills
- Problem solving
- Organizational skills
- Attention to details
- Computer literate
- MS Office, English language (written and spoken)
- Opera skills will be an added value
- English language (written and spoken)
- Good level of English essential
- High School, Diploma, Degree education or equivalent required
- Monitor attendant daily shift checklist
- Be knowledgeable of Food Safety & Hygiene Standards
- Attend Daily Rehearsals and 15 Minute trainings
- Monitor order of Executive Lounge food and beverage inventory using the FMC program to be liaise with Department cost
- Daily update tracking sheet for FMC Order
- Practice proper food handling procedures
- Taking good care of the guest and being sure to maintain the cleanliness of their table.
- Monitor cleanliness of cutleries, glasses and plates/cups.
- Monitor on breaking down of the buffets in the cold kitchen area.
- Monitor the drinks and food request from the storerooms/kitchens.
- Monitor daily attendant side duties: cleaning the kitchen, refilling sugar bowls and polishing all the silver ware etc.
- Monitor requisition for service ware, utensils, linens, buffet set-up
- To be a champion of GSS key drivers: “Staff anticipated guest needs” and “problem was resolved on first contact”.
- To be a part of the campaign to collect guest preferences to help personalize the guest experience
- Due to the nature of our business, to understand that work schedules and demands of the position may vary from time to time.
- To have knowledge of hotel/restaurant promotions/opening hours/services offered.
- To have knowledge of room types and locations within the hotel.
- Reporting for duty on time and based on the daily schedule.
- Performing the set up for breakfast/afternoon tea/happy hours.
- Monitoring and recording of guests who enter and utilize the Lounge.
- Surrender the keys for the executive lounge at the security.
- Have full knowledge of all VIPs arrivals and special attention guests.
- Maintaining “clean as you go policy”.
- Ensure the cleanliness and neatness of the executive lounge.
- Maintain good communication with the rest of the staff.
- Follow hotel standard and adhering to all Marriott policies.
- Adhere to all hygiene standards whilst completing necessary forms and returning them to designated departments.
- To ensure that all Guests receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities.
- Provide all guests with prompt and courteous service assuring complete guest satisfaction and guest retention.
- Perform any reasonable request as directed by management.
- Maintain high standards of personal hygiene and wear proper uniform at all times (incl. name badge).
- Hand over any relevant information with necessary departments and associates through the use of handovers, logbook, daily packet and other tools.
- To ensure that all Guest concerns, complaints and compliments are resolved and addressed in an appropriate manner.
- To oversee all business facilities and ensure that equipment is maintained in the Executive Lounge meeting room.
- Handle all inventories accurately and maintain supplies at a proper level.
- Ensure white board is kept updated in the Executive Lounge and back office areas are kept clean.
- To be a champion of Guest Service Key Drivers: “Staff anticipated guest needs” and “problem was resolved on first contact”.
- To be a part of the campaign to collect as many Guest Voice as possible, without going against the Guest Voice SOP.
- Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorised by a manager.
- To ensure that a good relationship is kept between all other departments.
- To have full knowledge of Guest-ware and to use information daily for follow up.
- Attend daily/weekly/monthly departmental meetings and contribute with the acquired knowledge.
- Play and active role in the implementation of new procedures and services.
- Daily activities log
- Handover log
- Liaise with Executive Lounge Supervisor to deliver on the job training for new Executive Lounge Attendants.
- Assists Executive Lounge Supervisor with conducting Hospitality Audits
- Maintain high standard for F&B audit and do spot checks everyday
- Report any unusual occurrences and/or requests to a manager.
- Report any technical deficiencies to the concerned department and immediate manager and follow through with assignment
- Balance 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.
- 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.
- 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.
- 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.
- 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.
- Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.
- 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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Job Detail
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Job IdJD1451074
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned