Marriott MClub Attendant

Sage Hospitality Group•Charlotte, NC

7d•Onsite

About The Position

The MClub Attendant oversees club service for guests and ensures a quality experience through excellent guest satisfaction, high food-quality standards, and attentive service. The role prepares food and beverages for the club room, maintains clean and sanitary kitchen and club areas, and provides guests with hotel and city information while meeting their immediate needs. The attendant welcomes guests, helps them enjoy the lounge’s amenities, responds to comments and complaints, and reports issues to management. The work involves continuous standing and serving in a busy hospitality environment, with occasional work in a freezer.

Requirements

High school education or equivalent.
One year of previous customer-service-related experience.
High-school-graduate-level mathematical aptitude.
Knowledge of ordering procedures and safe food-handling processes.
Experience dealing directly with the public and general knowledge of basic customer-service skills.
Competence in oral and written English.
Ability to read written communications and handle paperwork.
Ability to lift trays, dish racks, and glass racks weighing 20–40 pounds.
Ability to push carts, Queen Marys, a hotbox, and a portable bar weighing 50–100 pounds.
Manual coordination to operate buttons, grasp items, and balance and carry trays loaded with food and beverages.
Ability to bend to lower-level cabinets and lift trays; maneuver in narrow areas and between seated guests; stand continuously during scheduled work; and climb approximately 12 steps, stated as 20% of an eight-hour period.
Ability to read records and special requests, perform multiple tasks, follow verbal and written instructions, and communicate verbally and in writing.
Strong organization and attention to sound and visual details in crowded, noisy situations while handling multiple tasks.
Tact and understanding when addressing varied customer-service problems, including stressful and highly emotional situations.
No driving is required.

Responsibilities

Set up and maintain the continental breakfast buffet, honor bar, and hors d’oeuvres.
Provide guests with information about restaurants, entertainment, airlines, rental cars, transportation, directions, office services, beauty and barber services, and other appropriate services; make reservations when needed.
Offer guests ticket-agency, limousine, and tour-guide services.
Respond to guest comments and complaints according to procedure, and escort and serve VIP guests.
Prepare food and beverages and present hot and cold food items in accordance with food-safety regulations.
Replenish food and beverage items throughout meal periods and keep them stocked until closing.
Ensure food is maintained at safe temperatures.
Bus and clean tables throughout club hours; clean tables and vacuum the dining area.
Greet each guest upon arrival, assist with service when required, and replenish coffee as time permits.
Build rapport with guests, resolve problems when possible, and promptly report complaints or issues to management.
Learn about guests through conversation, with a stated minimum of three pieces of information about at least 10 guests per day.
Pass along sales leads obtained through guest conversations to management daily.
Maintain a pleasant presentation and a clean area; store food and remove trash, including taking it to the dumpster as needed.
Look for cost-effective ways to improve the club’s appeal.
Assist the department in maintaining safety equipment and emergency procedures.
Maintain a friendly, cheerful, and courteous manner.
Perform other duties as assigned, requested, or deemed necessary by management.