Associate Director of Equus

Additional Information

Job Number

Job CategoryFood and Beverage & Culinary

LocationThe St. Regis Mumbai, 462, Senapati Bapat Marg, Mumbai, Maharashtra, India, 400013

ScheduleFull Time

Located Remotely?N

Position Type Management

Position Title:

Asst. Director of Equus

Functional Job Family:

Food and Beverage

Primary Job Family:

Front Line Leader

Career Band:

Red

Reports to:

Director Food and Beverage

Department:

F&B

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Guest Relations & Member Services

• Act as the primary point of contact for Luminaries, Ultra-Luminaries, and members of Equus
• Manage personalized guest/member experiences, ensuring comfort, exclusivity, and confidentiality.
• Handle member queries, concerns, and requests with discretion and efficiency.
• Build and maintain strong relationships with members to enhance loyalty and satisfaction.
• Enrollment of members of Equus in line with the budget of the department
• Onboard new members, guide them through the entire process, and be the single point of contact the members
• Ensure compliance with Equus policies, confidentiality standards, and brand reputation.
• Ensure strict adherence to VIP protocol standards during all interactions and events.
• Anticipate needs of elite clientele and deliver bespoke services.
• Coordinate discreet arrangements for special occasions, private gatherings, and corporate hosting.

Managing Equus Operations

• Implements agreed upon food & beverage policy and procedures in the Equus operations
• Manages in compliance with all local and state laws.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management of department.
• Participates in the management of department's controllable expenses to achieve or exceed budgeted goals.
• Manages to achieve or exceed budgeted goals.
• Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas
• Assist in planning and execution of exclusive Equus events, high-tea gatherings, and networking sessions.
• Coordinate with vendors, chefs, and event managers to deliver curated experiences.
• Oversee guest list management and ensure personalized touches for frequent members.
• Organize board meetings, collaborate with different companies, and deliver crisp and prompt service.
• Consistently seeks ways to create memorable experiences for guests through implementation of innovative strategies and practices.

Team Leadership & Training

• Guide hosts in guest handling, etiquette, and Equus protocol.
• Conduct on-the-job training to improve staff confidence, communication, and member service.
• Empower team members to anticipate needs and handle complex guest requirements.
• Train and Develop associates as per the training needs analysis to adhere to all standards
• Observes service behaviors of associates and provides feedback to individuals
• Ensures that Brand Standard and LQA standards are adhered to by all associates in the department

MANAGEMENT COMPETENCIES

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

• Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.

• Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management.

• Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints.

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.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.