MClub Agent - Johannesburg Marriott Hotel Melrose Arch at Marriott International

POSITION SUMMARY

• Monitor club lounge for seating availability, service, safety, and wellbeing of guests. Maintain cleanliness and condition of bar, bar unit, tables, and other tools. Prepare and serve hot, cold, and/or alcoholic beverages. Stock ice, glassware, and supplies. Anticipate and communicate replenishment needs promptly. Wash dishes and serving utensils as needed. Complete opening and closing duties. Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required. Secure liquors, beers, wines, coolers, cabinets, and storage areas. Document pertinent information in department logbook. Forecast additional meal requirements and communicate special requests to the kitchen. 
• Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance; and stand, sit, or walk for an extended period of time or for an entire work shift. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of undesirable persons on property premises.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Thank guests with genuine appreciation and provide a fond farewell.
• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

General Concierge - Club Level

• Monitor club lounge for seating availability, service, safety, and wellbeing of guests.
• Complete opening duties, including setting up necessary supplies and tools, and ensuring work area is clean and everything is in working order.
• Clean and reset tables after guests depart.
• Forecast additional meal requirements and communicate special requests to the kitchen.
• Anticipate and communicate replenishment needs promptly, ensuring no shortages throughout scheduled presentation time.
• Bus and wipe down tables in club lounge.
• Check in with guests to ensure satisfaction with food or beverages.
• Direct final breakdown and cleanup of club lounge according to service offerings.
• Secure liquors, beers, wines, coolers, cabinets, and storage areas.
• Brew daily coffees.
• Mix and serve alcoholic beverages to guest in accordance with the company standards.
• Prepare and serve hot beverages (drip coffee, tea, cappuccino, espresso, etc.).
• Issue, open, and serve wine/champagne bottles.
• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment, restocking items, and completing daily cleaning checklist.
• Document pertinent information in department logbook.
• Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor, to check stock and requisition necessary supplies.
• Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required.
• Wash all coffee and beverage dishes and serving utensils as needed.
• Check quality and set up designated bar stock and supplies by using checklist.
• Stock ice, glassware, and paper supplies.
• Maintain cleanliness and condition of bar, bar unit, tables, and other tools.

Education

• High school diploma/G.E.D. equivalent

Related Work Experience

• 1 year work experience is required within the food & beverage department.