Guest Welcome Lounge Manager

3 weeks ago

Islands of NEOM NEOM, Saudi Arabia Marriott Full time

Job Number 24124171

Job Category Rooms & Guest Services Operations

Location The Syanne A Luxury Collection Resort Sindalah, Sindalah Island, Islands of NEOM, NEOM, Saudi Arabia, Saudi Arabia

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY

Position is responsible for the Welcome Lounge and ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Liaison. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Education and Experience

  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; at least 2years' experience required.

Maintaining Guest Services and Lounge Goals

  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

  • Develops specific goals and plans to prioritize, organize, and accomplish your work.

  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

  • Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

  • Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Lounge Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

  • Encourages and building mutual trust, respect, and cooperation among team members.

  • Serving as a role model to demonstrate appropriate behaviors.

Ensuring Exceptional Customer Service

  • Provides services that are above and beyond for customer satisfaction and retention.

  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

  • Responds to and handles guest problems and complaints.

  • Sets a positive example for guest relations.

  • Observes service behaviors of employees and provides feedback to individuals.

  • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.

  • Interacts with guests to obtain feedback on product quality and service levels.

  • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

  • Implements the customer recognition/service program, communicating and ensuring the process.

  • Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

  • Supervises same day selling procedures to maximize room revenue and control property occupancy.

  • Supervises daily Lounge shift operations and ensures compliance with all policies, standards and procedures.

  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

  • Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

  • Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

  • Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

  • Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

  • Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

  • Participates in employee progressive discipline procedures.

Additional Responsibilities

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

  • Analyzes information and evaluating results to choose the best solution and solve problems.

  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

  • Performs all duties at the Lounge as necessary.

  • Runs Lounge shifts whenever necessary.

  • Participates in departmental meetings and continually communicates a clear and consistent message regarding the Lounge goals to produce desired results.

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.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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