Team Lead - Restaurant (Kingston, Jamaica) - Courtyard by Marriott

 Job Description

Job Number 24089377
Job Category Food and Beverage & Culinary
Location Courtyard Kingston Jamaica, 1 Park Close, Kingston, Jamaica, Jamaica
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

• Ensure staff is working together as a team to ensure optimum service and that guest needs are met.
• Complete opening and closing duties as necessary, including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures. Monitor dining rooms for seating availability, service, safety, and well-being of guests.
• Complete work orders for maintenance repairs and submit to appropriate department or contact directly for urgent repairs.
• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Communicate information to manager/supervisor by documenting pertinent information in appropriate department.
• Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model.
• Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g., small print).
• Visually inspect tools, equipment, or machines (e.g., to identify defects).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move through narrow, confined, or elevated spaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: Diploma Food & Beverage Management or equivalent.

Related Work Experience: At least 2 years of related work experience.

Team Lead Experience: At least 1 year

License or Certification: Valid food handlers permit

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.

At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.

In joining Courtyard, 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.

APPLY ONLINE

Team Leader, Customer Experience (Kingston, Jamaica) - Digicel

 JOB TITLE: Team Leader, (VOC)

DEPARTMENT:  Customer Experience

REPORTS TO (TITLE): Head of Customer Experience

Primary objective of the job:

Team Leader, VOC is responsible for understanding a customer's definition of success by communicating with customers, analyzing customer health metrics, running NPS and gathering feedback. Main contact for customer escalations for the entire business, with goal of issue resolution or coordinating cross functional response where needed.

Team Leader, VOC is a key role for the company for ensuring success with our customers, driving deeper and more relationships and acting as the “Analyst of the customer” internally back into product and strategy.

Number of persons managed/supervised and their positions:

Customer Experience Specialists x 10

Main Duties and Responsibilities (maximum of 8):

• Mechanisms for collecting and measuring Analyst of the Customer (VOC) feedback at key touch-points;
• Methods for analyzing feedback and identifying process improvements that will positively impact the customer experience, including standardized reporting dashboards and decks to communicate results;
• Ensure all touchpoints set up to collect Analyst of Customer feedback
• Conduct regular audits to ensure surveys are offered when expected or desired
• Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates
• Perform analysis on anomalies in data to address challenges and maintain regular flow of VOC data
• Directly organizes and supervises the day-to-day operations and activities of NPS Callbacks and escalations (from retail, CC or email on website) in order to achieve key performance goals. This includes ensuring customers are addressed in a timely and accurate manner; monitoring associate productivity and service levels for quality; efficient allocation of resources; managing daily phone coverage, schedule adherence, and attendance while managing changes as needed.
• Identifies and analyzes escalated problems and provides guidance to direct reports for resolution. Serves as a point of escalation for calls requiring advanced expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction. Answers front line customer inquiries as needed during peak or critical times.
• This role oversees CX specialist and is responsible for overall creation, execution and effectiveness of the Customer Experience Management Model, including tools eg. Qualtrics creating VOC surveys and the NPS callback tracker plus reporting.
• Supporting the building and developing of an effective and high-performance team. Providing hands on daily coaching in order to improve and maintain team performance and management processes such as evaluations, mentoring, and corrective actions. Leads in the manner that inspires employees, galvanizes associate engagement, and produces desired business outcomes.
• Maintains daily and weekly statistics for individual direct reports, analyzes department results, troubleshoots operations problems, and completes team reports as required. Identifies opportunities for efficiency and directly implements changes as needed.
• Lead, develop and manage all outbound campaigns/activities for the Business. 
• Other duties as directed.

Academic qualifications and experience required for job:

• Bachelor’s degree in Business Administration, or equivalent;
• 5+ years’ experience in management in customer service or experience, marketing or related field;
• Consumer market research or VOC data analysis experience.
• Experience using a wide range of software and tools (e.g., Medallia, Qualtrics, Clarabridge, Tableau, and SPSS).
• Knowledge of key statistical concepts in order to work with data scientists modeling NPS data.
• Computer skills (MS Office, G Suite).
• People, time & relationship management skills;
• Strong communication and analytical skills;

Functional Skills:

• Excellent written and communications skills
• Excellent grasp - and proven experience, with user research, behavioral psychology, contact centers
• High emotional intelligence, known for patience and empathy; exhibits deep care for customers, agents and stakeholders
• Ability to draw the right conclusions and hone in on key insights to improve the current experience and predict future needs
• Prior experience working with customer data in telcom industry
• Creativity and willingness to work on own initiative in an ever changing environment
•  Ability to work under pressure in order to meet challenging deadlines
• Strong organizational skills and attention to detail
• Can do attitude and upbeat, positive and dynamic personality

APPLY ONLINE

Cashiers, Pump Attendants (Montego Bay, Jamaica) - Cool Oasis Service Station

Cool Oasis Ironshore, St. James is now hiring. If you are an honest, enthusiastic and hardworking individual who wants to start 2019 off by joining the cool family, then we want to hear from you to fill one of these positions:

• One (1) Station Supervisor
• One (1) Team Leader
• Two (2) Cashiers
• Two (2) Pump Attendants

Please submit your resume immediately to: coolcareers@coolcorp.com.

We appreciate your taking the time to apply however, only short listed candidates will be contacted.

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Construction Team Leader (Clarendon, Jamaica) - Jamalco

An opportunity has arisen for an experienced and suitably qualified Construction Team Leader, to join the Capital Expenditure Department at the Halse Hall, Clarendon location.

Under the direction of the Capital Expenditure (CapEx) Manager, the incumbent is accountable for:

• Managing and coordinating all construction processes to ensure adherence to the contract specifications to facilitate commissioning and handover
• Escalating project issues to ensure projects are delivered according to approved scope, cost, schedule and quality requirements
• Ensuring compliance with Occupational Health and Safety Legislation and Environmental Legislation and incorporating environmental, health, safety and integrity principles in construction management activities
• Monitoring progress of all project activities and preparing monthly progree reports for these activities in accordance with established guidelines and customer requirements
• Assessing proposed changes against criteria, including project intent, cost and schedule
• Raising formal scope change documentation for approval and maintaining records of all scope changes
• Following procurement protocols for communication with suppliers and contractors
• Providing project updates for assigned projects at Daily Management meetings

Qualifications and Experience:

• A Bachelor's of Science degree in Engineering or Construction Management or Architecture
• A minimum of five (5) years construction engineering experience in heavy brown field industry
• Specialized project management or construction management training
• Proven communication and presentation skils with the ability to quickly and effectively analyze information received
• Demonstrated track record in meeting or exceeding construction management objectives

Applications should be submitted by Friday, December 21, 2018 to:

H.R. Department

Jamalco

P.O. Box 64

May Pen, Clarendon

or

Citibank Building

19 Hillcrest Avenue,

Kingston 6

Email:  kjwjamalco_hr@jamalco.com

Please note that only shortlisted candidates will be contacted.

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