Assistant Manager Executive Lounge

Reporting into the Executive Lounge Manager the Assistant Manager - Executive Lounge is responsible to execute the most personalized operations in the hotel to serve and assist our most valuable and VIP guests while working closely with the Duty Manager F&B and Kitchen team.

the overall function of JW Marriott Executive Lounge and provide day to day operational assistance to ensure complete guest satisfaction.

for seamless operation of Executive Lounge ranging from customer inquiries complaints and feedback. Deal with problems and complaints received from guests acting immediately to restore guest satisfaction utilizing the JW Marriott brand standards at all times.

and coach Executive Lounge associates for professional development and career progression.

associate scheduling and rostering to provide adequate coverage of shifts.

and meet Financial forecasts and budgets including the controlling of the Food and beverage cost for Club Lounge upsell revenue etc.

competent in the safe management of a fire or other emergency situation taking responsibility for an emergency evacuation procedure as required. Also responsible to guide associates in the relevant Workplace Health and Safety as well as Food Hygiene policies and procedures.

manage the Executive Lounge inventory accordance with hotel policy and procedure to ensure guest satisfaction.

with key department managers (DM F&B Kitchen and HK) to ensure the quality of service at the Lounge is maintained to the highest standards.

your working practices and conduct with JW Marriott Auckland. Consistently strive to meet and exceed the expectations of both internal and external guests.

with Code of Conduct at all times.

active support to all line managers in the team as well as to the hotel leadership team to align with the broader hotel goals.

achieve high standards of customer recognition and satisfaction through well executed personal touches and brand experiences.

FO team to respond efficiently to guests queries to uphold consistent levels of customer satisfaction and loyalty.

the Guest Satisfaction program (Guest Voice) to ensure that hotel guests are consistently met greeted and recognized.

that all guests are warmly welcomed and recognized in accordance with hotel standards and the goals of Marriott Bonvoy loyalty program.

proactive in observing operational needs across the hotel enlisting associates from other departments to assist in areas where business demands are higher.

communicate and liaise with associates on all levels understanding the importance of teamwork within hotel operations.

VIP rooms prior to arrival and meet and greet VIP/Guest History guests where required upon arrival.

the maintenance and utilization of the Guest History database to ensure that loyal guests and VIPs receive special attention.

thorough knowledge of and encourage active selling all products services and special events within the hotel leading by example.

promote and drive hotel upselling programs ensuring that all associates are fully conversant in upselling standards and procedures.

adherence to hotel credit procedures and policies at all times leading by example.

cash float and accurately handle cash float at all times.

with problems and complaints received from guests acting immediately to restore guest satisfaction utilizing the Marriott Service Standards at all times.

that computer saves backup reports are regularly done and assist in maintenance of all Information and Communication systems to provide guest service excellence within a safe working environment.

that all Lounge associates are motivated and trained in the correct method of Front Office service assisting with the maintenance of standards and procedures training certification and performance appraisals.

manpower and materials cost control measures.

new policies and procedures in relation to improvement of guest service standards and the

of departmental and hotel strategic goals.

maintenance of clean and tidy work areas in accordance with the hotel standards leading by example.

adherence to hotel policy regarding uniform and personal presentation leading by example.

understand implement and ensure adherence to the local areas of the labor code and brand policies.

proactive on pre-arrival engagement with VIP guests and ensure the ground work is done for each arrival.

the associates on regular basis and keep the records of trainings imparted.

closely with Front Office Manager to facilitate the smooth Lounge operations.