Guest Experience Expert (Executive Lounge)

Company

Marriott International is the world's leading global hospitality company, offering the most powerful portfolio in the industry. With 10,000 properties across 139 countries and territories, our 30 brands give people more ways to connect, experience and expand their world. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World.™

Located in the heart of Auckland's central business district, experience mindful luxury at JW Marriott Auckland. This superb hotel provides the perfect place to unwind and connect with friends and family. Featuring 286 guest rooms including 15 suites, which boast views out over Auckland CBD, be welcomed with warm and genuine service encouraging guests to revitalize mind, body and spirit during their stay.

Job Summary

As a Guest Experience Expert for our Executive Lounge, you will be the custodian of guest experience for our Marriott Bonvoy loyalty guests visiting/dining in our exclusive Executive Lounge.

The ideal candidate should have previous experiences working within Food & Beverage, and Front Office operations.

Anticipate guest’s needs through observation and offer prompt efficient service.

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

Comply with Code of Conduct at all times.

Coordinate well with Front Desk, F&B and Kitchen to ensure smooth running of Lounge operation while meeting and exceeding guests needs.

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

Ensure that all guests who have reserved lounge or higher categories of rooms or are Platinum and VIP guests are connected through pre arrival engagement to ensure their specific requests and preferences are met prior to the arrival.

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

Ensure that Lounge set up is done as per the hotel standards and timings for different meal periods i.e breakfast, Hi Tea and Cocktail hours.

Ensure that all meal periods service is planned and executed as per the hotel service standards.

Assist Lounge Manager in maintaining Lounge inventory including liquor and other dry items available at the Club Lounge for guests. Present the inventory to the Director of Finance and work closely to avoid any pilferage and wastage.

Assist Lounge Manager in maintaining the hygiene records for the Club Lounge and ensure that all stores and refrigerators are maintained as per the food safety and health requirements.

Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.

Follow the procedures and the standards at the Lounge.

Ensures 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.

Be fully conversant and efficient in equipment’s at the lounge maintain highest standards of cleanliness all time.

Handle materials control system to order stock for the Lounge and also feed in the consumption details in micros accurately as per the number of covers at the Club Lounge on daily basis

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

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

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

Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.

Benefits

Dry cleaning on work clothes

Free meals on duty

Discounts on hotel rooms including all properties within the Marriott International group, for you and your family & friends

The best hotel training opportunities produced independently by JW Marriott Auckland and internationally recognized training programs by Marriott International.

Discounts on food & beverage across all our hotels

Recognition programs to keep you motivated

Wellbeing & mindfulness programs to ensure you stay healthy

Employee Assistance Program

* First Impression High Tea on the completion of your One month journey

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.