Executive Club Lounge - Assistant Manager/Manager

Job Summary

Club Lounge Assistant Manager/ Manager is responsible for recognition and engagement of our most valuable Elite members through delivery of the highest quality member stay experience. He/she manages and coordinates all aspects of Elite members’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanisms. He/she directs, implements and evaluates quality of products and services provided to Club paying and Elite members.

CANDIDATE PROFILE

Education and Experience

1. High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
2. OR
3. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Maintaining Elite Appreciation, Guest Services and Front Desk Goals

1. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the Elite members on a daily basis.
2. Develops specific goals and plans to prioritize, organize, and accomplish work.
3. Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
4. Assists with energy conservation efforts by monitoring compliance during property tours.
5. Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
6. Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Ensuring Exceptional Customer Service

1. Provides services that are above and beyond for customer satisfaction and retention.
2. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
3. Responds to and handles guest problems and complaints.
4. Sets a positive example for guest relations.
5. Empowers employees to provide excellent customer service.
6. Observes service behaviors of employees and provides feedback to individuals.
7. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
8. Ensures employees understand customer service expectations and parameters.
9. Interacts with guests to obtain feedback on product quality and service levels.
10. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

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.