Guest Service Executive (F&B - Retail)

Job description

JOB SUMMARY

• He/She reports directly to the Retail Manager.

• The role is to administer the Retail Department in its daily operations.

• Responsible for retail operations, associate management, and executing job functions in line with all hotel requirements and procedures.

JOB DUTIES AND RESPONSIBILITIES

· Assisting Retail Manager to execute all festive season food and beverage offerings, including but not limited to: Chinese New Year, Rice Dumplings/Dragon Boat Festival, Mooncake/Mid-Autumn Festival, Thanksgiving, and Christmas

· To liaise with other departments in order to support retail operations.

· Guided by the Retail Manager to manage online, third-party, off-site plat-forms, and other channels to maximize sales performance.

· Able to conduct and attend guests’ complaints and suggest resolutions.

· To respond to guest enquiries or concerns in a timely manner

· Check cleanliness of retail area, product storage, and ensure sufficient stock of condiments at all times.

· Possess good food & beverage knowledge and perform upselling constantly through active recommendation or suggestive selling during order taking.

· Perform cashiering and adhere to all procedures; including “Cash Handling Procedures”:

o Process all payment types such as room charges, cash, cheques, purepayment, debit, or credit.

o Process all transaction postings (rebates, miscellaneous charges, paid-outs)

o Blind drop at end of the shifts.

o Provide cash change to guests.

o Obtain manual authorizations and follow all Accounting procedures when computer system is down.

o Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

· Ensure proper hand over on the retail booth set up and tear down according to the retail manager and hotel’s directions.

· Maintain good guests and associates relations.

· Anticipate guests’ needs and know regular guests’ special requirements/preferences; follow up with guests constantly for any order, request, or requirement.

· To be responsible for maintaining hotel’s assets and uphold high standards in discipline.

· Focus on Marriott’s “Spirit to Serve” as a way of improving standards and service for our guests and internal customers

· Any other duties as may be assigned from time to time especially from outlets and banquet departments.

JOB REQUIREMENTS

·  A diploma in Food & Beverage Services, Hospitality Management, or a related field is often a minimum requirement. 
·  At least 1-2 years of experience in the F&B industry, particularly in retail operations or customer service roles, is usually expected.
·  Proficiency in using basic computer programs, such as Microsoft Office, and potentially hotel-specific software (e.g., Micros, Opera) is a plus.
·  Strong verbal and written communication skills are essential for interacting with guests, team members, and management.
·  The ability to work flexible hours, including evenings, weekends, and holidays, is often required.

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 Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.