Job Description

EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 110 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. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 95th anniversary in 2024.

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).

Rewards and lifestyle benefits:

• A unique opportunity to be part of an award winning international brand where we celebrate your unique talent
• Growth opportunities in the largest hospitality brand in the world - national and international transfers for the right candidates within Marriott hotels
• Explore Rate - discounted room rates for you, your friends and family in Marriott properties worldwide
• Service charge received
• 20% off across food and beverage outlets in Marriott properties worldwide
• 28 days holidays (inclusive of 8 Bank Holidays)
• Recognition programmes and associate awards to appreciate outstanding talent
• Wellbeing and community engagement activities on and off property
• Bike Scheme and Travel Ticket Loan available for all associates
• Workplace Pension Scheme
• Meals on duty, uniform provided and laundered free of charge
• World class training and development programmes tailored to enhancing your skills and help you grow
• Work alongside talented, award winning and experienced hospitality professionals

What we’re looking for:

• A warm demeanour and service-oriented personality
• A team-player attitude
• Positive outlook and dependability

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.