At a glance
The position requires the individual to act as an ambassador in the Club Lounge, tending to guest needs & inquiries. This candidate requires an ability to recommend and suggest locations in and around the hotel that offers an authentic New Orleans experience that is aligned specifically with the nature and intent of each guest visit. The Lead Club agent will communicate regularly with the VIP Team to gather feedback & share results of efforts to deliver personalized moments to guests, not only from the individual, but the rest of the team. The Lead Club agent will be an expert in all products, procedures & methods utilized in the Club Lounge. This will include but will not be limited to – Club set up & breakdown, inventory, POS System & cleanliness procedures.
The Lead Club agent must be an expert in the following programs & software - • SPG – full knowledge of Starwood Preferred Guest loyalty program – levels & benefits. Will be given monthly enrollment goals for Club Team. • StarGuest – Guest personalization system. Agent will learn to add & track guest preferences, ancillary items, service opportunities, amenities, defects & work order requests. • Lightspeed – Agent will have basic knowledge on Lightspeed to enable access to guest information (i.e. room number, roommates, club accessibility, arrival & departure dates.) This will include training to make guest keys & Timelox. • Synergy Voice – Lead agent will be able to submit Synergy Voice requests to the Engineering Department and follow up to ensure it has been taken care of. This individual will be the department’s designated StarVoice champion & will attend monthly meetings and share feedback with the team. The Lead Club agent must have good communication skills, both verbal and written. 20% - Execute guest requests for assistance with their guest room, including, but not limited to: o Performing an array of guest transactions o Reporting defects and entering request items to be delivered via StarGuest o Utilizing Joieful application to assist guests with restaurant, tour or activity reservations. o Maintain guest business service area (computers) equipped with office supplies. Submit IT Helpdesk requests when computers/printer are experiencing issues. 40% - Ensure Club Lounge is set on time and maintained according to the specific requirements of each service period. Perform & coordinate side duties with the other team members. Execute all food & beverage service related requests. Clear, clean and reset Club tables as needed. Offer beverage service during evening hours of operation, including wine & beer (Must have Louisiana Responsible Vendors License). Must be knowledgeable of appropriate F&B style guides and Brand standards associated with the Sheraton Club Lounge. Must have the ability to describe all menu items and use suggestive selling techniques to encourage beverage sales. Take care of special guest requests (i.e. dietary restriction requests). Monitor guest access to the club lounge and conduct door check-in when necessary. 40% - This position requires developing operating procedures & training guides that promote learning for the current team & future teams. This will require the lead agent to work closely with new associates to promote a successful on boarding process. This includes coaching current & new team members of processes that are not being executed to standard. VIP Club leaders will provide material that Club team must train on. Time will be scheduled by supervisor for lead attendant to conduct trainings with the rest of the associates. o Set Up, Breakdown & cleaning expectations o Starguest Training o Lightspeed Training o Synergy Voice
The Lead Club Agent position falls under the Rooms Division within the Front Office Department. The position will report to the Director of Front Office, VIP Club Manager & Supervisors.
Welcome to the Sheraton New Orleans Hotel. Conveniently located in the heart of the Big Easy, the Sheraton New Orleans is within an atmosphere of endless excitement where guests join to work, play, or simply relax. The Sheraton New Orleans offers over 107,500 sq. ft. of the finest New Orleans convention and exhibit meeting space. Rest well to fully appreciate the classic charm of our New Orleans accommodations in one of the 1,110 hotel rooms, 53 suites and exclusive Club Lounge at the Sheraton New Orleans.
Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 5,700 properties, you’ll find us in your neighborhood and in more than 110 countries across the globe. Learn about our 30 hotel brands at www.marriott.com/marriott-brands.mi. Find Your World.™
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. The EEO is the Law poster and its supplement are available using the following links: http://www1.eeoc.gov/Employers/poster.cfm AND http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
The pay transparency policy is available here: http://www.dol.gov/ofccp/pdf/pay-transp_unformattedESQA508c.pdf