ADDITIONAL INFORMATION
Job Number25078643
Job CategoryFood and Beverage & Culinary
LocationJW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom, W1K 7TN
ScheduleFull Time
Located Remotely?N
Position Type Non-Management
JOB SUMMARY
Responsible for supervising the Executive Lounge operation, managing the day-to-day operation. You should support the departments associates, maintaining a highly motivated team, driving standards and ensure costs are controlled. To assist management with additional leadership and administrative tasks where required, such as coaching, hiring and training. SPECIFIC TASKS
The following are specific responsibilities and contributions critical to the successful performance of the position:
Supervising Executive Lounge Operations:
- Supervise daily shift operations and provide direction to associates on duty. Position oversees the daily delivery of Executive Lounge operations.
- Ensures compliance with all Executive Lounge policies, standards, and procedures – be prepared and ready for the BSA, Forbes, and AA audits.
- Be present and understand associate positions well enough to perform duties in associates’ absence or to support the team when necessary and at peak periods.
- Ensure the open and close check lists are complete and that the team are ready to start service and the department is left in an acceptable manner when handing over.
- Conduct taste panels for the team to ensure they understand the menu.
- To drive sales and grow business - Ensure the team are trained on and execute upselling techniques.
- Manages inventories according to budget and business levels.
- To maintain an appropriate staffing level and ensure that sufficient staff is on duty to cope with the volume of business and operational needs, yet financial objectives are met.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Ensure areas are deep cleaned regularly.
- Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory) and that the department is staffed appropriately.
Ensuring Exceptional Customer Service:
- Provides excellent customer service in line with brand standards.
- Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using the LEARN model to resolve issues where needed. Follow up with any guest issues as associates make you aware of them
- Empowers employees to provide excellent customer service.
- Provides feedback to individuals to improve service performance.
- Ensures superior knowledge of Marriott Bonvoy, be in the position to support our most loyal guests if they have questions relating to their membership.
Associate Relations:
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Ensures employees are treated fairly and equitably.
- Administers the performance appraisal process for direct reports.
- When required to support, Interviews, and hires hourly and casual employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job.
- Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Ensures that regular, on-going communication occurs and associates have the knowledge to perform and to achieve desired results, (e.g., pre-service briefings, staff meetings).
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