AddressJob Number 24026035
Job Category Rooms & Guest Services Operations
Location London Heathrow Marriott Hotel, Bath Road, Hayes, United Kingdom, United Kingdom
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
To support the Front Office Manager/Assistant Manager in the effective management of the Front Office department by gaining a comprehensive understanding of the daily operations at the Front Desk, Guest Service Centre, Concierge, Guest Relations, and ensuring overall guest satisfaction. Actively engage in operational tasks with a strong commitment to hospitality and a results-driven approach. Serve as an exemplary figure for the team, setting high standards for service and holding associates accountable. Adhere to health and safety regulations, oversee fire safety measures, and prioritize the security of hotel guests and associates.
CANDIDATE PROFILE
Education and Experience
Professional Background:
• Preferred previous experience in a Reception or similar setting.
Skills and Knowledge:
• Proficient in communication.
• Demonstrates innovation.
• Proactively reliable.
• Capable of working independently and collaboratively within a team.
CORE WORK ACTIVITIES
Guest Relations:
Ensure prompt resolution of customer complaints with a focus on guest satisfaction and maintain a working knowledge of Guest Voice.
Thorough understanding and implementation of LSOPs (Local Standard Operating Procedures) within the Front Office.
Proficiency in the use of Front Office systems (opera, marsha, GXP, etc)
Familiarity with fire panel operations and adherence to fire procedures.
Ensure proper operation of Front Desk floats according to standards, conducting spot checks as needed.
Provide coverage for Front Desk shifts as necessary.
Adherence to hotel credit policies and procedures.
Participation in departmental meetings on a monthly basis.
Deputize in the absence of the Front Office Manager & Assistant Front Office Manager.
Accommodate any reasonable requests from management.
Involvement in payroll/rooms budget control.
Active participation in the interview process.
Project a positive attitude, motivate the team, and foster a healthy working environment in the Front Office department.
Strive to enhance Guest Satisfaction, Associate satisfaction, market share, and financial results.
Train, develop, and support all associates.
Comprehensive understanding of night duties.
Timely completion of associate reviews and scheduling regular 121 sessions; conduct a 30-60-90 day review with all new hires and assist in yearly LPP Reviews
Full understanding and promotion of the Marriott Bonvoy program, assisting in meeting enrolment goals.
Promotion of Guest satisfaction, assistance in BSA (Brand Standard Audit) preparation, and support the team in surpassing goals and expectations.
Collaboration with management to develop and implement ideas and procedures for continuous improvement of department performance.
Assignment and supervision of work tasks to ensure timely completion and adherence to quality standards.
Safety and Security:
Adherence to company and department safety and security policies and procedures for a clean, safe, and secure environment.
Immediate reporting of work-related accidents or injuries to managers/supervisors.
Identification and correction of unsafe work procedures or conditions, reporting them to management and security/safety personnel.
Follow property-specific procedures for handling emergency situations.
Completion of appropriate safety training and certifications.
Maintenance of awareness and safety of the property premises.
Policies and Procedures:
Adheres to Data Protection regulations of guest and associate’s privacy and security.
Adherence to company and department policies and procedures.
Compliance with cash handling, credit & check cashing policies & CC procedures.
Ensuring a clean, hygienic, professional appearance – Name badge, Marriott Pin - Uniform
Communication:
Use of clear, appropriate, and professional language when speaking to guests and co-workers.
Proper telephone etiquette, including answering within three rings, using a friendly tone, transferring calls to the appropriate person/department, and taking and relaying messages.
Effective communication with other employees
Assisting Management:
Training of hourly associates on the company core values, Principles of wonderful, job roles, responsibilities, and technical and service aspects.
Coaching and developing associates, creating expectations for continual improvement, and holding development discussions.
Motivating employees to perform their best by coaching and offering support
Act as departmental role model
Assignment and supervision of work tasks to ensure timely completion and adherence to BSA standards.
Assistance in goal-setting and communication of expectations.
Coordination of tasks and collaboration with other departments to ensure efficient departmental operations. (Housekeeping – Engineering – F&B etc.)
Working with Others:
Active listening to and consideration of the concerns of other employees.
Support and respectful treatment of all co-workers.
Development and maintenance of positive and productive working relationships with other employees and departments.
Partnership with and assistance to others to promote teamwork and achieve common goals.
Tactful and respectful handling of sensitive issues with employees and/or guests, maintaining confidentiality.
Quality Assurance/Quality Improvement:
Compliance with quality assurance expectations and standards.
Monitoring of others' performance to ensure adherence to quality expectations and standards.
Reports/Recordkeeping:
Completion of designated cashier and closing reports in the computer system.
Prompt notification of Management regarding any guest reports of theft, completion of relevant incident forms, and follow-up on incidents.
Top of Form
OR
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 40 hours per week.
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.
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.
