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Marriott Senior Celebrity Services Manager in Grapevine, Texas

Job Number 21043843

Job Category Golf, Fitness, & Entertainment

Location Gaylord Texan Resort & Convention Center, 1501 Gaylord Trail, Grapevine, Texas, United States VIEW ON MAP (https://www.google.com/maps?q=Gaylord+Texan+Resort+%26+Convention+Center%2C1501+Gaylord+Trail%2CGrapevine%2CTexas%2CUS)

Brand Gaylord Hotels

Schedule Full-Time

Relocation? N

Position Type Management

Located Remotely? N

Gaylord Hotels is a multi-location hospitality brand guided by a single focus: extraordinary meetings and conventions. From guest rooms and meeting space, to entertainment and dining all in a self-contained environment, Gaylord Hotels makes meeting planning easy and provides attendees great networking opportunities. As a Gaylord Hotels STAR, you'll bring your warm smile, genuine excitement and a “consider it done” spirit to work. In return, you’ll experience the rewards of growing your career among a team of professionals with a passion for excellence. Ready for a change? Take the initiative. Enjoy the Rewards.

JOB SUMMARY

The Celebrity Manager is responsible for upholding the Brand Standards of Celebrity Service by managing a team of well-trained Celebrity Agents. Acts as the Ambassador between the Events and Sales Team to promote effective cross-team communications and support event effectiveness. Upholds Labor Budgets, with the Front Office and Amenity Budgets, and with Events and Sales Budgets. Represents the Entertainment department throughout the hotel. Creates personal relationships and builds relational networks both within the hotel and the local area. Keeps up with hotel updates and training opportunities. Manages and coordinates the activities of the celebrity services and concierge departments to verify that VIP guests are appropriately accommodated, and hotel and area information is accurately provided to guests. Manages and coordinates the daily activities of the celebrity services and concierge departments including VIP guest registration, room accommodations, arrangement requests, billing and checkout procedures. Supervises the activities and monitor the performance of the celebrity services and concierge staff. Assists with the preparation and administration of the celebrity services and concierge departmental budget. Partners with operational departments to verify that VIP guest specifications and requests are executed. Verifies that the celebrity services staff is knowledgeable of services promotes property venues first while maintaining the ability to assist with outside venues. Works closely with the Food and Beverage team regarding restaurant reservations and promotions for VIP guests. Maintains current knowledge of local area, attractions and events.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 3 years of experience in the, guest services, front desk, or related professional area.

OR

• Bachelor's degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 1-year experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Managing Celebrity Services

• Manages and coordinates the daily activities of the celebrity services departments including Celebrity guest registration, room accommodations, arrangement requests, billing and checkout procedures.

• Supervises the activities and monitors the performance of the celebrity services and staff.

• Assists with the preparation and administration of the celebrity services departmental budget.

• Upholds Labor Budgets, with the Front Office and Amenity Budgets, and with Events and Sales Budgets.

• Assists Agents in collecting Collects Celebrity guest profiles prior to their hotel stay to determine specifications and special requests.

• Keeps up with hotel updates and training opportunities.

• Generates daily and weekly reports to verify the accuracy of Celebrity guest reservations and billing.

• Verifies that the celebrity services staff is knowledgeable of services promotes property venues first while maintaining the ability to assist with outside venues.

• Gives prompt and individual attention to VIP guests to handle issues and provide resolution.

• Maintains current knowledge of local area, attractions and events.

• Assists in managing front office operations and staff as business dictates

Coordinating with Other Departments

• Acts as ambassador between the Events and Sales teams.

• Represents the Entertainment department throughout the hotel.

• Partners with operational departments to verify that guest specifications and requests are executed.

• Creates personal relationships and builds relational networks both within the hotel and the local area.

• Communicates weekly Celebrity and Marriott Bonvoy Ambassador arrivals to Rooms division, Engineering, Events, F&B and Sales management.

• Works closely with the Food and Beverage team regarding restaurant reservations and promotions for Celebrity guests.

Supporting Human Resources

• Interviews, selects and trains associates.

• Sets and adjusts associate’s rates of pay and hours of work.

• Directs the work of associates.

• Appraises employee's productivity and efficiency for the purpose of recommending promotions or other changes in status.

• Handles employee complaints and executes disciplinary action as needed.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Provides for the safety and security of the associates or the property.

• Controls the flow and distribution of materials or merchandise and supplies.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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