Marriott MClub Attendant

Sage Hospitality•Charlotte, NC

9d•Onsite

About The Position

The MClub Attendant oversees club service and ensures guests receive a quality experience, with high standards for guest satisfaction, food quality, and service. The role prepares food and beverages for the club room, maintains clean and sanitary kitchen and club areas, and provides hotel and local-area information while attending to guests’ immediate needs. The attendant sets up and maintains the continental breakfast buffet, honor bar, and hors d'oeuvres; prepares and replenishes food and beverages in accordance with food-safety requirements; and keeps dining areas clean and well stocked. The role greets and assists guests, provides concierge information and services, handles guest comments and complaints according to procedure, and builds rapport with guests. The attendant also maintains a pleasant presentation, helps uphold safety procedures, and performs other duties assigned by management. This is a physically demanding position involving continuous standing, walking, lifting and carrying, maneuvering in narrow areas, and occasional climbing. Work is primarily indoors, with occasional exposure to freezer temperatures as low as -10 degrees.

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.
Previous experience dealing directly with the public and general knowledge of basic customer-service skills.
Competency in oral and written English.
Vision sufficient to read written communications and handle paperwork processing.
Moderate comprehension and literacy to read records and special requests.
Ability to 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, particularly while handling multiple tasks.
Tact and understanding when dealing with varied customer-service problems, including stressful and highly emotional situations.
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 through narrow areas and between seated guests; and stand continuously during scheduled work.
Ability to lift trays, dish racks, and glass racks weighing 20–40 pounds, and push carts, Queen Marys, hotboxes, and portable bars weighing 50–100 pounds.
Ability to climb approximately 12 steps, specified as 20% of an 8-hour period.

Responsibilities

Set up and maintain the continental breakfast buffet, honor bar, and hors d'oeuvres.
Provide guests with information and assistance about restaurants, entertainment, airlines, car rentals, transportation, office services, beauty and barber services, and other local services; make reservations when appropriate.
Offer guests ticket agencies, limousine services, and tour guide organizations.
Handle 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 during meal periods and keep foods at safe temperatures.
Bus and clean tables throughout club hours; clean the tables and vacuum the dining area.
Greet arriving guests, assist with service as needed, and replenish coffee as time permits.
Build rapport with guests, resolve problems when possible, and promptly report complaints or issues to management.
Learn at least three pieces of information about at least 10 hotel guests per day through conversations.
Pass daily sales leads obtained through guest discussions to management.
Maintain a pleasant presentation and keep the area clean; store food and remove trash, 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 for guests and employees.
Maintain a friendly, cheerful, and courteous manner.
Perform other duties assigned, requested, or deemed necessary by management.