Executive Lounge – Marriott International
Marriott International
Hospitality
Role Summary
The Assistant Manager/Manager in the Executive Lounge is responsible for managing the experience of Elite members, ensuring high-quality service throughout their stay. This role involves overseeing daily operations, handling guest issues, and supporting a team to maintain service standards and member satisfaction.
Job Description
The Executive Lounge Assistant Manager/Manager is responsible for recognizing and engaging the most valuable Elite members to ensure the highest quality member stay experience. This role involves managing and coordinating all aspects of the Elite members' journey, from pre-arrival and arrival to post-stay feedback, while directing and evaluating the quality of products and services provided to Club paying and Elite members. The position oversees day-to-day operations to meet customer service standards and Elite member expectations, handles guest complaints and disputes, and fosters effective communication with employees to achieve business objectives. The role emphasizes exceptional customer service, employee coaching, guest feedback, and continuous improvement within the department.
Job Requirements
High school diploma or GED with 2 years experience in guest services, front desk, or related area, or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major with no work experience.
Ability to manage day-to-day operations and meet service standards.
Skills in handling complaints, disputes, and conflict resolution.
Capability to communicate business objectives and expectations to staff.
Knowledge of customer service principles and ability to empower employees to provide excellent service.
Competency in obtaining and utilizing guest feedback to improve service quality.
Commitment to continuous improvement and guest satisfaction.
Quick Info
Company
Marriott International
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
8 skills
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Required Skills
Customer Service
Guest Relations
Complaint Resolution
Team Leadership
Operations Management
Employee Coaching
Communication
Continuous Improvement
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