Executive Lounge Agent

Job Description

JOB SUMMARYFocuses on delivering exceptionally personalizedexperience for JW Executive Lounge guests and Marriott Rewards Platinum Guests.Responsible for pre-arrival communication with Executive Lounge Guests andarranging for all guest requests and preferences. Process all Executive Loungeguest check-ins by confirming reservations, assigning room, and issuing andactivating room key. Process all payment types such as room charges, cash,checks, debit, or credit. Process all check-outs including resolving any lateand disputed charges. Answer, record, and process all guest calls, messages,requests, questions, or concerns. Coordinate with Housekeeping to trackreadiness of rooms for check-in. Communicate parking procedures toguests/visitors and dispatch bell staff or valet staff as needed. Supply guestswith directions and information regarding property and local areas of interest.Run daily reports (number of arrivals, departures), identify any specialrequests, and check reports for accuracy. Complete designated cashier andclosing reports in the computer system. Cash guests' personal checks andtraveler's checks. Count bank at the beginning and end of shift. Balance anddrop receipts according to Accounting specifications.Assists with food and beverage service and set-up in the ExecutiveLounge.Assists Reception Lobby whenneeded.Skills and Knowledge? Excellent communication skills? Computer and MS office literate? Opera skills will be an added value? English language (written and spoken)Education or Certification? Good level of English essential? High School, Diploma, Degree education or equivalent requiredSPECIFIC DUTIESThe following are specific responsibilities and contributions criticalto the successful performance of the position:? Ensure all relevant SOP s are adheredto, to ensure consistent levels of services are maintained at all times.? To be a champion of GSS keydrivers: Staff anticipated guest needs and problem was resolved on firstcontact .? To be a part of the campaign tocollect as many GSS as possible, without going against the GSS SOP.? Due to the nature of ourbusiness, to understand that work schedules and demands of the position mayvary from time to time.? To have knowledge of hotel rates, packages,discounts and vouchers.? To have knowledge of room types and locationswithin the hotel.? To ensure that all Guests receivepersonal service to the highest degree of courtesy and to be informed of thehotel s facilities.? Protect guest and associate security by neverrevealing any personal information, room numbers, addresses, telephone numbersetc. unless authorised by a manager.? To ensure that a good relationship is kept betweenall other departments.? Report any unusual occurrences and/or requests to amanager.? Perform any reasonable request as directed bymanagement.? Ensure the cleanliness and neatness of the Executive Lounge areas.? Man the guest relations desk in the lobby/executivelounge.? Prepare VIP arrival reports and share those withthe hotel staff.? Maintain high standards of personal hygiene and adhereto grooming standards at all times.? Hand over any relevant information with necessarydepartments and associates.? To have full knowledge of EmpowerGuest Experience and to use information daily forfollow up.? Attend daily/weekly/monthlydepartmental meetings and contribute with the acquired knowledge.? Conduct daily courtesy/departurecalls.? Escort guests to their roomswhilst promoting the hotel and following all necessary procedures.? Play and active role in theimplementation of new procedures and services.? Conduct room inspections andcoordinate your findings with the necessary departments.? To take over the tasks of the Executive Lounge Team Leader/Supervisor in their absence(including but not limited to GSS Weekly Reports, attendance of the DailyBriefings, Empower Guest Experience weekly reports, Guest Correspondence)? To ensure that all Guestconcerns, complaints and compliments are actioned and addressed in anappropriate manner, logged in guest profile and Empower GuestExperience.? To liaise with the Executive Lounge Leaders to ensure that information is communicatedefficiently but not duplicated.? To assist Guests with generalenquires and any other reasonable service requested by guests.? To assist in check-in andcheck-out if the Front Desk / ReceptionLobby areoverloaded/understaffed.? Ensure all guests are welcomedaccording to the JW Marriott Welcome Experience.? Review the trends of arrivals anddeparture and schedule him/herself accordingly.? Be familiar with all localattractions, hotels, restaurants, etc.? Ensure logs are maintained andput in proper use:? Daily activities log? Handover log? Courtesy calls and Guest Engagement log? Coordinate with Transportationand airport desk to ensure timely pick-up and drop-off of guests, if required? Be aware of VIP arrivals? Balance Scorecard Results : Implementsstrategies and executes activities to drive and continuously improve financialresults, guest satisfaction, human capital index and market share.OTHERSafety and Security? Reportwork related accidents, or other injuries immediately upon occurrence tomanager/supervisor.? Followcompany and department safety and security policies and procedures to ensure aclean, safe, and secure environment.? NotifyLoss Prevention/Security of any guest reports of theft.Policies and Procedures? Followcompany, hotel and department policies and procedures.? Follows Marriott International Hotels LimitedRegional Office policies and procedures? Protectthe privacy and security of guests and coworkers.? Maintainconfidentiality of proprietary materials and information.? Ensureuniform, nametags, and personal appearance are clean, hygienic, professionaland in compliance with company policies and procedures.? Protectcompany tools, equipment, machines, or other assets in accordance with companypolicies and procedures.? Performother reasonable job duties as requested by Supervisors and Management.? Workinghours as required to do your job but normally not less than 48 hours per week.Guest Relations? Activelylisten and respond positively to guest questions, concerns, and requests usingbrand or property specific process (e.g., LEARN, JW Symphony of Service) toresolve issues, delight, and build trust.

Keyskills :
Executive Lounge Agent