JOB SUMMARY
Work closely with the Club Manager to ensure daily operations in the Club Lounge are run smoothly. Ensure all the areas in Club Lounge are covered by sufficient manpower at all times. Assist to oversee and train all Club Lounge associates to ensure consistency of service rendered to all guests.
Supervises the associates at the various touchpoints to ensure that they are adhering to all hotel policies, procedures, regulations and standards, and delivering the highest possible service standards and achieving and exceeding prescribed/targeted guest satisfaction index. Drive and be fully accountable for all guest comments through the Guest Voice and Intend to Recommend programme.
Ensures that the services at the Club Lounge and above mentioned areas are seamless, where communication is fluid and professional at all times.
JOB DUTIES AND RESPONSIBILITIES
1. Ensure all Standard Operating Procedures and Local Operating Procedures are adhered to and carried out.
2. Master all duties and responsibilities of a Guest Relations Officer/Agent in order to assist them more effectively whenever required.
3. Handle all guest requests and complaints and take ownership of guest feedback. Correspond with guest if necessary.
4. Log daily incidents (where applicable) in Empower GXP and be aware of any general liability issues.
5. Monitor Club Lounge for seating availability, service, safety, and well-being of guests.
6. Maintain cleanliness and condition of bar, furniture and food display counter.
7. Ensure Breakfast and Cocktail period at the Club Lounge is being set up before schedule time.
8. Perform opening and closing duties of Club Lounge when required.
9. Supervise the requisition of all necessary supplies, transporting supplies from storeroom to Club Lounge set-up area as required.
10. Forecast additional meal requirements and communicate special requests to the kitchen.
11. Complete cashier and closing reports.
12. Provide monthly training, counselling, motivating and coaching associates.
13. Know all hotel emergency procedures at all times.
14. Develop / maintain positive working relationships; listen and respond appropriately to associate concerns.
15. Cash/ Bank Handling
- Process all payment methods in accordance with Accounting procedures and policies.
- Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and secure bank.
- Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and keeping bank secure at all times.
- Transport bank to/from assigned workstation, following security procedures.
- Set up and organize cashier workstation with designated supplies, forms, and resource materials; and maintain cleanliness of workstation at all times.
17. Assist all associates with questions, problems which might occur. Be a problem seeker and solver.
18. Create a productive and positive atmosphere at the Club Lounge. Have a good relationship with all associates and other departments.
19. Handle all duties as assigned by the Front Office Manager. Complete and initiate special projects in a timely manner and within due dates.
20. Planning of associates gathering / team building.
21. Any other duties as may be assigned from time to time.
JOB REQUIREMENTS
- Minimum Diploma in Hospitality Operations Management.
- At least 2 years of Guest Relations experience with supervisory level at hotel club floor.
- Pleasant personality & excellent presence.
- Effective communication skills and problem solving skills.
- Ability to conduct training, motivate, coach & guide associates.
- Great knowledge of hotel operating systems (including Opera, Micros, mobile check-in) and MS office application software.
- Well-organized & great follow up skills and exemplary leadership traits.
- Able to start work within short notice period.
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.