Guest Experience Supervisor - London Marriott Hotel County Hall

JOB SUMMARY

To manage the operation of the front desk & assist our guests with enthusiasm, efficiency and professionally at all times. To maintain the hotels’ high standard of service and hospitality. To have a thorough knowledge of all Front Desk operations. To provide information & training to all Front Desk Associates.

Support Front Desk Associates in assisting guests regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Process all check-outs including resolving any late and disputed charges. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Perform other reasonable job duties as requested by Supervisors. To assist with induction and training of all new hires.

SCOPE/BUSINESS CONTEXT

• A Full Time position based at the London Marriott Hotel County Hall.

CANDIDATE PROFILE

Experience:

• Extensive knowledge for all Front Desk Procedures (including all systems)
• Working knowledge of Guest Relations, Concierge and Night Audit.
• Working knowledge of reservation procedures (MARSHA)
• Working knowledge of Oracle for associate scheduling.
• Ability to understand P&L statements, manage budget and scheduling
• Good training skills
• Strong customer skills
• Good presentations and communications skills.
• Effective conflict management skills
• Know all emergency procedures

Skills and Knowledge

• Speak Good English
• Excellent Interpersonal Skills
• Pro-active and reliable
• Able to work alone and within a team

Education or Certification

• Good level of English essential

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

• Prepare yourself for each shift by ensuring all information is passed on to associates. Determine the selling procedures of the day and ensure your team is aware. Inform your shift of any facts relevant for that day.
• Motivate and provide a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates, supervisors and managers, keeping morale high. Appear as a role model to Receptionists.
• Continuously strive for new thoughts and ideas to improve and strengthen the front office, up-dating procedures and implementing them.
• Communicate all new policies and procedures to all associates and make full use of Memo folder. Follow-up.
• At all times strive to represent Marriott/County Hall in the most professional, courteous and efficient manner possible.
• Adhere to all company policies and procedures.
• Due to the nature of our business, you must understand and appreciate that work schedules and demands of the position may vary from time to time.
• Handle any guests problems or complaints in an understanding and hospitable manner. Ensure they are resolved and followed through the LEARN process.
• Promote our Guest Response programme, encourage all associates to participate in the programme, assist the Departmental Trainer in relevant training sessions.
• Understand the hotels’ Fire and Safety procedures. Undergo training in fire and security; ensure all associates attend regular meetings and training.
• Ensure the cleanliness and neatness of the Front Desk and Back Office.
• Monitor associates uniform on a daily basis; ensure the correct dress code is adhered to, to maintain our professional image.
• Always use the correct standard and LSOP for answering the telephone.
• Have a thorough knowledge of Marsha, Opera and Micros. Know who to report problems to, and how to action crash procedures.
• Actively participate in Guestvoice, Marriott Rewards and repeat guests. Liaise with the GRM with regards to VIP’s and any special procedures which may be necessary to Reception, advise the team where necessary.
• Liaise with the Front Office Manager on necessary developments and plans.
• Constantly check the handover and ensure all checklists are completed at the end of your shift.
• Be responsive to associates needs and problems; be firm, fair and consistent in dealing with challenges. Communicate with the Front Office Manager.
• Report any unusual occurrences and any concerns to the most senior leader on shift, where appropriate.
• Provide information to the Assistant Front Office Manager on the performance of receptionists in order for their appraisals.
• Motivate all associates to meet and exceed our business objectives.
• To take an active role in the 15-minute training programme, offer help and guidance. Assist the Front Office Departmental Trainer with the preparation of the calendar.
• Ensure that procedures for Roomings are being adhered to.
• Perform weekly checks on all House accounts and PayMasters, trying to clear as many as possible and referring on-going issues to the Assistant Front of House Manager and Accounts Supervisor.
• Strive to achieve scouting and up selling goals by leading by example and motivating associates.
• Be responsible for coordinating lunch and dinner breaks.
• Supervise room assignment, monitor out of order and out of service rooms regularly.
• Promote the hotels’ facilities efficiently.
• Encourage the up selling programme to all Front Office associates, to maximise room revenue.
• Handle no show charges and queries.
• Ensure Credit check has been thoroughly actioned. Follow up any necessary changes with the associate and guest.
• Identify departmental training needs and collaborates with front office department trainer.
• Delegate, if and when appropriate, to encourage associates in undertaking different tasks.
• Take an active role in the preparation of Reviews/Appraisals with the Assistant Front Office Manager.
• Perform any reasonable requests as directed by management.
• Understand the structure and standards to ensure a smooth operation between Front Desk and accounts.
• Take an active role in the daily handovers. Contributing and communicating relevant issues

OTHER

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers, ensuring they understand their tasks.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.

Assists Management

• Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Monitor the performance of others to ensure adherence to quality expectations and standards.
• Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
• Performs other related tasks as assigned by management.
• Complies with Marriott International Hotels Limited Regional Office policies and procedures.
• Working hours as required to do your job but normally not less than 39 hours per week.

Training:

All Marriott International Training Schemes

Working Conditions:

All Associates are provided with a Marriott Uniform including; Trousers/Skirt, Shirt/Blouse, Waistcoats and Jackets (Where Necessary).

All associates are expected to wear the correct uniform, and their name badge at all times. You are required to maintain high standards of personal hygiene, ensuring that you are always clean and well turned out during your working hours. In the eyes of the guest, you represent Marriott.

Social Conditions:

To be based mainly within the Front Desk area, but to remain mobile around the whole of the hotel

Economic Conditions:

All Associates are entitled to a free meal on duty, in the associate canteen; Annual holiday pay; Changing Facilities; Uniform Dry Cleaning Facilities; A Marriott Worldwide Discount Card (after completion of the Marriott 90 days training scheme); Company Pension Scheme, after six months of service.