At Your Service Team Leader

At Your Service Team Leader

About the Company

Marriott Internationalportfolio of brands includes JW Marriott alongside 33 other Marriott brands.Marriott International is the worlds leading global hospitality company with more brands more hotels and more opportunities for associates to grow and succeed.

JW Marriottis part of Marriott Internationals luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy our guests will be happy. Its as simple as that. Our hotels offer a work experience unlike any other where youll be part of a community and enjoy a true camaraderie with a diverse group of coworkers. 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. Thats The JW Treatment.

About the role

Plan coordinate and control the daytoday operations of At Your Servicewithin our Luxury Hotelensuring smooth and successful operations with the highest level of customer service and a favorable projection of the Hotels superior image. Reporting to the At Your Service Supervisor you will be responsible for the efficient operation of this fastpaced luxury hotel.Leading by example with a handson approach you will support and develop a team who thrive in a highpressure environment whilst ensuring their engagement in the delivery of personalized and attentive customer service.

Critical responsibilities:

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Enter and locate workrelated information using computers and/or point of sale systems.
• Move lift carry push pull and place objects weighing less than or equal to 20 pounds without assistance
• Operate telephone switchboard station in order to answer telephone calls.
• Process guest requests for wakeup calls screening calls do not disturb call forwarding conference calls TDD relay calls and nonregistered guest calls.
• Instruct guests on how to access the internet (e.g. dialup broadband wireless).
• Monitor busy or unanswered lines check back with callers on hold to update status and offer to take a message.
• Activate and deactivate guest room message lights as appropriate.
• Transfer guests with internet access issues to the internet service providers customer support line.
• Contact appropriate individual or department (e.g. Bell person Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
• Receive record and relay messages accurately completely and legibly.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Answer record and process all guest calls requests questions or concerns.

Successful Candidates will have:

• Proven ability and experience in motivating mentoring and managing a small team
• Professional experience of 2 years running a in a similar role and experience in implementing procedures and training staff
• Excellent communication and customer service skills
• Excellent phone etiquette
• Availability to work weekends and night shifts
• A passion for the industry a want to be the best in service and the best in lifestyle
• A warm peopleoriented demeanor
• A teamfirst attitude
• A gift for paying attention to the smallest details
• RSA
• Proficient in Microsoft Office

The Benefits

Enjoy the benefits of:

• Unlimited strategic development and career opportunities
• Generous accommodation and food and beverage discounts including all properties within the Marriott International group
• Recognition programs to keep you motivated
• The best hotel training opportunities provided
• Wellbeing and mindfulness programs to ensure you stay healthy