Assistant Executive Lounge Manager

Job description

Dubai is a cosmopolitan city built on irrepressible ambition and unsurpassed luxury. Home to the world's tallest building, the largest shopping mall, the iconic Palm Jumeirah and now the landmark JW Marriott Marquis Dubai, it is a place for those who seek the best the world has to offer.

The Marquis brand is a quality standard for the finest properties in the Marriott portfolio, synonymous with intuitive service and refined taste. The JW Marriott Marquis Dubai has instantly gained status as one of the region's most compelling destinations, offering service and facilities that have been carefully crafted around the expectations of the world's most discerning travelers.

Comprising two iconic towers, the JW Marriott Marquis Dubai stands elevated above Dubai's Business Bay on Sheikh Zayed Road, the heart of one of the most desirable locations in the city.

The hotel features elegantly conceived accommodation, outstanding event and business facilities, a collection of 14 stylish bars and restaurants and the haven of health and relaxation that is Saray Spa and Health Club. A marriage of rich and colorful cultural inspirations and design finesse makes it a destination with distinctive character and ambience.

Desired profile

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.

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.

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

Education
· College Education or equivalent required

Qualifications
· 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 departments and co-workers.
· Full Comprehension of software used including MARSHA, 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 counseling 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

Business Results

The primary responsibilities of the role include:
Guest
Oversee the arrival experience for all Elite members and Executive/Suite Paying guests; Room Blockings, Meet and Greet, Check In, Rooming
Maintain appropriate Lobby Coverage at peak times, ensuring 24/7 coverage through associates
Provide personalized itinerary and offer additional guest services
Establish a positive relationship with repeat guests whilst maintaining a professional and attentive manner. Function as key liaison.
All preferences, special requests, MOD issues and general notes are to be updated in the guest profile for future use.
Look for ways to continuously improve the Executive Lounge process and provide lateral service to other departments to assist them with enhancements to the Guest Recognition process
Coordinate audit of Elite guests being noted through reservation regularly.
Ensure guests are assigned the correct VIP status and actioned appropriately
Oversee room blockings, ensuring guest preferences are taken into account. Co-ordinate with relevant departments ensuring no delay at Check In.
Ensure amenities / room drops are arranged, organized and placed prior to guest arrival, coordinating effectively with relevant departments.
Assist with problem resolution where appropriate, follows up when necessary. Ensure records are updated through Guestware and MOD reports.
Perform daily quality checks to ensure all reservations have been handled according to the JW Marriott Marquis standards
Maintain confidentiality of all guest information.
Follow up on thoughtful gestures opportunities and ensure it is being completed.
Perform daily Hospitality audits and weekly Brand Standard audits at the Executive Lounge and report back to Management.
Directly responsible for the Guest Voice Executive Lounge score communicated at the beginning of the year as part of the LPP.

Business
Knowledgeable and comply with hotel policies
Fully aware of the Elite Members arrivals & their preferences, hotel facilities and promotions, occupancy & rooms rates
Evaluate staffing requirements and prepare work schedules, adhere to budget goals.
Ensure payroll is documented and submitted accurately and promptly.
Conduct performance appraisals of designated staff ensuring development plans are in place and used
Ensure effective coaching and counselling methods are used, and progressive discipline is utilized when required.
Understand fully the standards and procedures of Front Office, Reservations, Guest Relations
Responsible for staff selection when necessary according to the company guideline and STAR interview technique
Lead and direct the Guest Relations team
Monitor system, equipment and lack of stationary challenges and coordinate with internal and external partners to rectify the situation immediately.
Ensure inventories are completed by EL Attendants and orders placed in FMC.

Training
Perform ad hoc on-the-job individual and team trainings as needed to ensure that all team members have the adequate product knowledge and coordinate with related departments.
Ensure Guest Relations Team attends all mandatory trainings.
Conduct ongoing training with existing staff and ensure that new staff is certified as required.
Assist employees wherever necessary in performing all job functions.
Drive the Guest Relations Brand Standards and appropriate engagement and communication with guests and colleagues
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

Communication
Compile and distribute all Manager on Duty Reports as requested
Ensure that all pertinent information is provided to guests and colleagues
Ensure that all communication with guests and colleagues is complete, accurate, engaging and positive.
Ensure and emphasize prompt solutions and reporting of any guest incidents during the shift.
Attend daily line-ups and communicate all challenges, successes and operational information with the rest of the team
Show respect to diversity by using only official language “English” at work place
Review and evaluate processes, revise if necessary. Come up with out of the box ideas, worthy of being bench marked in the company.
Monitor and maintain cleanliness and working condition of department equipment and supplies.
Participate in related project teams

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.