Banqueting Floor Manager - JW Marriott Grosvenor House London

Ensuring Exceptional Customer Service:

• Provides excellent customer service in line with brand standards.


• 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 the LEARN model to resolve issues where needed. Follow up with any guest issues as associates make you aware of them.


• Empowers employees to provide excellent customer service.


• Provides feedback to individuals to improve service performance.


• Reviews event satisfaction survey results and participates in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction. Participates in the development and implementation of corrective action plans.

Associate Relations:

• Responsible to create an environment which promotes employee morale, pride and commitment.


• Observes service behaviors of employees and provides feedback and coaching to individuals to support with driving standards.


• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.


• Establishes challenging, realistic, and obtainable goals to guide operation and performance.


• Ensures employees are treated fairly and equitably.


• Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. 


• Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.


• Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts.  Participates in an on-going associate recognition program.

• To adhere to the Licensing Laws, the Weights and Measures Act and all food handling guidelines.


• To promote awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards etc.


• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment for other team members and guests. 


• To maintain the highest level of cleanliness. To ‘clean as you go’ to ensure a clean and tidy work area.


• Report accidents, injuries, and unsafe work conditions to manager. 


• Complete safety training and certifications.


• Employ correct manual handling procedures to avoid injury.


• Ensure COSHH guidelines are adhered too and relevant PPE is worn where needed. 


• Protect the privacy and security co-workers and guests, maintaining confidentiality of proprietary materials and information. 

• To carry out any other duty/function that may be assigned by Department managers or Executive Committee member.


• To maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge is always worn. Ensure team members you are managing are also adhering to these standards. 


• Support all co-workers and treat them with dignity and respect.


• To develop and maintain healthy inter-departmental relationships, support the team to reach common goals.


• Complies with Marriott International Hotels Limited regional office and hotel policies and procedures.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.