Location :
JW Marriott Miami | 1109 Brickell Ave, Miami Florida 33131 USA
Belong
- Be a part of an inclusive environment
- Be your authentic self
- Be a part of something bigger than you
- Be a part of a community far beyond our walls
You deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself. Be inspired by what’s possible and discover your own future. Begin your purpose, belong to a community, and become the best version of you.
Compensation : Salary
Schedule : Full-Time
Position Type : Management
Benefits
Health InsuranceDental and VisionPaid Time Off401KParking and Metro ReimbursementTravel Perks and BenefitsRecognition and RewardsGrowth OpportunitiesHoliday payFree MealsFree uniformsFree life insuranceFree short-term disabilityand much more!JOB SUMMARY
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs / daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Loss Prevention / Security of any guest reports of theft.
JOB SPECIFIC TASKS
Review guest tracking systems and Pass On Log database periodically and follow up on pending and significant issues to ensure guest satisfaction.Be present in key public areas including Executive Lounge, Valet, Front Desk, Concierge Stand, and Restaurants to ensure “GUEST” standards are adhered to.Contact VIP and Loyalty Program Members prior to their arrival to offer assistance with on / off property activities.Ensure Pre-arrival planning has been completed to include information gathered from pre-arrival contact, Loyalty Program Loyalty Program Members profiles and property specific historical data.Ensure Front of House associates receive daily GUEST audits and always adhere to QA standards.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).Welcome and acknowledge 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, MYSTIQUE) 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.Address guests' service needs in a professional, positive, and timely manner.Thank guests with genuine appreciation and provide a fond farewell.Assist other employees to ensure proper coverage and prompt guest service.Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel.Intervenes in any guest / associate situation as needed to ensure the integrity of the hotel is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.Ensures compliance with all policies, standards and procedures.Observes service behaviors of associates and ensures that all uniformed associates are properly attired and groomed, each wearing a namet Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.Performs Front Desk duties in high demand times.Provides immediate assistance to guests as requested.Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction. Effectively responds to and handles guest problems and complaints.Maintains high visibility in public areas during peak times.Communicates any variations to the established norms to the appropriate department in a timely manner.Communication
Speak to guests and co-workers using clear, appropriate and professional language.Talk with and listen to other employees to effectively exchange information.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.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.Assists Management
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment / Open Door Policy process.Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.Coordinate tasks and work with other departments to ensure that the department runs efficiently.Assist management in preparing work schedules of hourly employees.Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.Our Mission
We provide genuine hospitality by inspiring strong relationships with our guests, associates, and partners to make a difference in our community.
Our Vision
To be the leading choice in Miami by welcoming guests from all over the world, offering fun, innovative, and unique hotel experiences while developing our communities.
Our Core Values
We Inspire People
We Embrace Innovation
We Pursue Accountability
SOCIAL MEDIA SITES
Marriott Careers : https : / / www.youtube.com / user / MarriottJobs
JW Marriott Miami
Website : https : / / www.marriott.com / hotels / travel / miajw-jw-marriott-miami /
Instagram : https : / / www.instagram.com / jwmarriottmiami / ?hl=en
Facebook : https : / / www.facebook.com / JWMarriottHotelMiami /
Twitter : https : / / twitter.com / jwmarriottmia?lang=en
Maps : https : / / www.marriott.com / hotels / maps / travel / miajw-jw-marriott-miami /
E-VERIFY
MDM Hotel Group participates in the Electronic Employment Eligibility Verification Program.
MDM Hotel Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. MDM Hotel Group does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.
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