Marriott

JOB SUMMARY

Builds a proactive, guest-forward restaurant booking culture and enhances conversion through in-service presence and strategic guest interaction. Area of focus: Reservations, table strategy, guest greeting, pre-arrival communication, F&B cross-promotion

Reservation Management & Optimization

• Oversee the end-to-end reservations process across all dining venues, ensuring optimal capacity utilization and guest flow.
• Leverage reservation platforms to manage guest profiles, dining preferences, and table availability in real-time.
• Monitor and analyze reservation trends to adjust strategies for peak periods, special events, and demand forecasting.
• Lead overbooking strategies and waitlist handling to maximize revenue without compromising guest experience.

Table Strategy & Seating Plans

• Develop and implement dynamic table allocation strategies aligned with business goals, VIP priorities, and guest preferences.
• Collaborate with floor managers to ensure daily seating charts are accurate and reflective of operational priorities.
• Utilize data analytics to assess table turnover, dwell time, and occupancy, refining layout and seating policies for profitability and guest satisfaction.
• Coordinate with culinary and service teams to align pacing and seating with kitchen throughput.

Guest Greeting & Arrival Experience

• Design arrival protocols that ensure a seamless and personalized welcome aligned with Forbes service standards.
• Train host and reception teams on greeting standards, tone, body language, and handling special occasions or VIPs.
• Implement technology-driven solutions to elevate the sense of welcome and belonging.
• Ensure consistency and warmth in the transition from arrival to table seating.

Pre-Arrival Communication & Personalization

• Develop standard pre-arrival communication touchpoints to confirm reservations and capture guest preferences or dietary restrictions.
• Personalize guest communication based on booking history, special occasions, and loyalty profiles.
• Collaborate with marketing team to craft engaging, brand-aligned pre-arrival messaging templates.
• Monitor response times and effectiveness of pre-arrival engagement to ensure high guest conversion and satisfaction rates.

F&B Cross-Promotion & Upselling Strategy

• Integrate F&B promotions, tasting menus, events, or seasonal offerings into the reservation and pre-arrival communication flow.
• Train reservationists and greeters in Forbes-level upselling techniques—emphasizing value, exclusivity, and personalization.
• Partner with the culinary, mixology, and marketing teams to schedule and promote cross-outlet initiatives, driving multi-venue engagement.
• Monitor conversion rates of promotional campaigns linked to reservations and guest feedback.

Guest Data Management & CRM Integration

• Ensure accurate and consistent data capture in guest profiles to support service personalization, loyalty programs, and marketing segmentation.
• Analyze guest feedback and behavior to identify areas for service refinement or promotional targeting.
• Ensure compliance with data privacy and consent regulations across all engagement channels.

Cross-Departmental Collaboration

• Liaise regularly with Sales, Marketing, Culinary, Events, and Revenue teams to align on strategies that affect reservations and guest experience
• Serve as a strategic partner to the F&B Director and outlet managers, driving initiatives that enhance both operational efficiency and brand perception.
• Champion innovation and continuous improvement across departments to meet Forbes Five-Star experience benchmarks.

Leadership

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• Finance/Accounting - Knowledge and understanding of financial knowledge, controls, inventory, costs, expenses, and all cash handling procedures and policies.

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Responsible for bar/lounge daily shift operations and supervision of staff. Position assists with promoting the lounge, menu planning, maintains standards, assists servers on the floor during peak periods and manages property liquor inventories and controls. Strives to ensure guest and employee satisfaction while maintaining the operating budget. Accountable for enforcing all legal obligations professionally and consistently. Determines training needed to accomplish goals, then implements plan. Strengthens the food and beverage/culinary team by assisting in other outlets when needed.

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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.