JOB SUMMARY
Position is responsible for the day-to-day operations of all F&B outlets within the hotel. These outlets include Lanes of London restaurant, the executive lounge, the meeting & event spaces, and in-room dining. Oversee guest and employee satisfaction, maintaining standards and meeting or exceeding financial goals. Assisting in food and beverage operations. Creating a property environment that emphasises on motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Provide excellent customer service to all employees. Respond quickly and proactively to employees’ concerns. Use coaching skills throughout the property. Demonstrate self-confidence, energy and enthusiasm. Motivate and encourage staff to solve guest and employee related concerns.
Provide excellent customer service. Respond quickly and proactively to guest's concerns. Understand the brand's service culture. Set service expectations for all guests internally and externally. Take ownership of a guest complaint/problem until it is resolved, or it has been addressed by the appropriate manager or employee. Follow up to ensure complaints have been addressed to the guest's satisfaction. Develop a relationship with all guests to build repeated clientele internally and externally. Comply with all corporate accounting procedures. Assists Food and Beverage Manager as needed with annual Quality audit.
SCOPE/BUSINESS CONTEXT
- A Full-Time position based at the London Marriott Park Lane
- Number of Direct Reports - 5
- Titles of Direct Reports – F&B supervisor
CANDIDATE PROFILE
Experience:
- Previous experience working as an Outlets Manager or Restaurant/Banqueting Manager is preferred.
- Five-star luxury hotel experience preferred.
- Experience of managing a moderately sized team required.
Skills and Knowledge
- Strong Communication skills (verbal, listening, writing)
- Strong innovation & imagination to bring concepts to life.
- Pro-active problem-solving skills.
- High attention to details
- Computer literate includes social media & administration.
- Developed critical thinking.
- Excellent leadership and communication skills
- Entrepreneurial mind set.
- Pursuit of excellence in all operations and as well as associate relations
Education or Certification
Management competencies
Leadership
- Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
- Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
- Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
- Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
- Global Mindset - Supports employees and business partners with diverse styles, abilities,motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
- Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
- Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges
- Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
Cash Handling
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Count bank at end of shift and secure bank.
- Balance and drop receipts according to accounting specifications.
- Obtain manual authorizations and follow all Accounting procedures when computer system is down.
- Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
Comply with the requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
- Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business level, and always keeping bank secure.
- Follow property control audit standards and cash handling procedures (e.g., blind drops).
- Ensure all cashiering procedure are in line with ISRA audit requirements.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
- Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
- Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
- Writing - Communicates effectively in writing as appropriate for the needs of the audience.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.
