Assistant Executive Lounge Manager

**Job Number** 22184774

**Job Category** Rooms & Guest Services Operations

**Location** JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

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.

Assisting Executive Lounge Manager to control the Executive Lounge expenses / costs to be in line with Department profit.

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.

SCOPE / BUSINESS CONTEXT
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 4
- Titles of Direct Reports - Executive Lounge Supervisor, Executive Lounge Team Leaders, Executive Lounge Agent, Executive Lounge Attendants

CANDIDATE PROFILE

**Experience**:

- Previous experience working within a Front Office hotel environment in the 5 star/luxury market is essential
- Previous experience in F&B restaurant operations is preferred.
- Minimum of 2 years previous experience in guest relations or related department within a five star hotel
- Skills and Knowledge

Education or Certification
- Good level of English essential, Arabic language is an advantage
- High School, Diploma, Degree education or equivalent required

Skills and Knowledge
- 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 department and co-workers
- Full comprehension of software including 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 counselling 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

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position
- Be familiar with Hotel services, operational hours and ongoing promotions.
- Have a thorough knowledge of JW Marriott Marquis Dubai products and services.
- Maintain good working relationship with all hotel departments.
- Have a good knowledge of local area and surrounding facilities. Provide recommendations and direction to guests whenever needed.
- Have a good knowledge on food and beverage offerings and pairings.
- Demonstrate and promote quality awareness amongst Executive Lounge team. Seek ways to improve and maintain guest satisfaction scores for all Executive Lounge associates.
- Ensure all checklists are completed at the end of each shift.
- Supervise VIP and Marriott Rewards Elite member arrivals. Ensure meet and greet for Elite member.
- Liaise on daily basis with culinary team to ensure buffet set-up is complete and food is replenished and to inform of expected guest counts.
- Be familiar and promote Marriott Rewards Program and encourage all Executive Lounge associates in order to achieve monthly target.
- Encourage all associates to keep working areas clean and tidy.
- Adhere to all food safety regulations and requirements.
- Have a thorough knowledge of OPERA, Empower Guest Experience and other front office related operational software.
- Be familiar with all S.O.P.s and L.S.O.P.s relating to the front office operations.
- Support and practice Empowerment within Front Office.
- Understand all front office sections and their operational requirements.
- Have a thorough knowledge of all Emergency Procedures.
- Supervise guest regist