Lounge Service Supervisor

It is a commitment that associate will follow the company policy under the topic
- “Incentive “that associate could not be able to deal with the third party or vendor by
- recommending our Club Member to take the service and associate get commission
- Attending Shift briefing, Present basic of the day and ensure 15-minute training takes place.
- Discuss with Director of Service Operations Strategy for the shift and assist with preparation for voluntary/involuntary and others.
- Continually strive for new thoughts and ideas to improve the Service Operation. Share ideas with Management and provide plans and actions to achieve them.
- Assist with the training of new policies and procedures to all associates.
- Ensure that Service Operation checklists are completed in a timely manner.
- At all times strive to represent Marriott Vacation Club AT the Empire Place in the most professional, courteous and efficient manner possible.
- Adhere to all company policies and procedures but allow for judgement as situations demand.
- Attending a training session both internal and external as required, and also be able to join the Department Monthly Meeting as required
- Perform all duties of Lounge Service Agent, At Your Service and Luggage Service Agent.
- Due to the nature of our business understand that work schedules and demands of the position may vary from time to time.
- Work flexible hours, including night shifts, as indicated by your department roster.
- Perform any reasonable request made by management.
- Work closely with Director of Service Operation for the smooth running of Service Operation Section.
- Handle any guest problems and complaints in a professional manner using Service Excellence. Ensure they are resolved and followed through using LEARN process. Ensure all are tracked using the Guest response process. And ensure all incidents keep in guest’s profile and proper handle.
- Understand the Building’s Fire and Safety procedures. Undergo fire training.
- Ensure the cleanliness and neatness of the Service Operation which is including with Lounge Service Agent, At your service and luggage Service Agent.
- Maintain high standards of personal hygiene and wear proper uniform at all times. Adhere to the Club Residence’s grooming standards as stated in the associate handbook and ensure all associates during your shift meet these.
- Always use correct telephone etiquette and observe to make sure that all area is compliance.
- Support all Lounge Service Agent, At your Service and Luggage Service Agent with training and in all areas of Service Operation. Ensure you have complete knowledge of Service Operation’s S.O.P.
- Be responsible for ensuring stock levels are maintained for all office supplies. Carry out weekly inventory check and communicate to appropriate person if the new order is needed.
- Liaise with the team of Members arrival, room allocations and any other information relevant to the shift and ensure everything running smooth, ensure all repeater members had their profile and can share with section concerned.
- Make sure that the welcome letter is sent to the member and the courtesy call is done prior to member arrival
- Report any unusual occurrences to the Management.
- Project a positive outlook and support change in the Service Operation Section.
- Motivate all Lounge Service Agent associates to do an excellent performance to meet and exceed our business objectives set out by the company business plan and department plan.
- Know well of Job Description and SOP for all positions in Service Operation.
- Competent in Opera and Marsha System and be able to provide a training to New Hire Associates.
- Representing with good personality of appearance, being a very good Role Model of the team.
- Taking as a commitment with the company that all associates will keep a personal data of our Club Residence Members as a confidential.
- Always showing an active & enthusiastic appearance to our members once requires and always providing some options for any kind of recommendation.
- Plus any others extra tasks which might be assigned by the Management.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.