| | Job Description
Responsible for Front Desk daily operations and supervision of related Front Office areas including Switchboard and Concierge/Guest Services. Position directs and works with associates to carry out guest arrival and departure procedures. Strives to ensure guest and associate satisfaction and achieve the operating budget.
Requirements
Experience:- Comprehensive knowledge of front desk operational procedures- Working knowledge of Bell Stand, Switchboard operations and Concierge/Guest Services operational procedures- Working knowledge of reservation procedures and related systems- Effective influence skills- Effective decision making skills- Strong problem-solving skills- Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning- Ability to acquire and maintain relationships e.g., associates, customers, vendors- Knowledge of overall hotel operations as they affect department- Good negotiation skills- Ability to effectively manage labor productivity- Good presentation and platform skills- Strong communication skills (verbal, listening, writing)- Strong organization skills- Ability to use standard software applications and hotel systems- Strong consensus building skills- Strong analytical skills- Effective conflict management skills- Effective change management skills- Strong customer and associate relation skills- Good training/facilitator skills- Knowledge of purchasing, inventory controls, supplies and equipment- Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA)Skills and Knowledge - Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.- Writing - Communicating effectively in writing as appropriate for the needs of the audience.- Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).- Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).- Number Facility - The ability to add, subtracts, multiply, or divides quickly and correctly.- Mathematics - Using mathematics to solve problemsManagement Competencies- Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.- Aligning Performance for Success - Skilled at focusing and guiding others in accomplishing work objectives.- Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.- Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.- Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message. - Customer Focus - Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers' needs. - High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.- Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.- Problem Solving/Decision Making - Ability to identify and understand issues, problems, and opportunities; using effective approaches for choosing a course of action or developing solutions.Education or Certification - Good level of English essential - High school diploma or GED; 2 years 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.
Responsibilities
Operations/Property Management - Performs all duties at the Front Desk as necessary.- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.- Runs Front Desk shifts whenever necessary.- Completes and maintains all required Front Desk shift reports and paperwork.- Supervises the daily operations of the Bell Staff, Switchboard and Concierge/Guest Services. - Supervises and expedites lobby traffic to speed the arrival and departure process.- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.- Operates all department equipment as necessary and reports malfunctions.- Orders associate uniforms and ensure uniforms are properly inventoried and maintained.- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.- Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.- Understands night audit procedures and is able to comprehend and utilize reports as necessary. - Helps train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.- Participates as needed in the investigation of associate and guest accidents.- Understands and complies with loss prevention policies and procedures.Guest Satisfaction- Is a leader in exhibiting outstanding hospitality skills- Sets a positive example for guest relations.- Continuously interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.- Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.- Participates in hospitality audits for associates and gives appropriate feedback to improve individual hospitality skills.- Attends pre- and post-convention meetings as needed to understand group needs and communicates critical information to the Front Office staff.- Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance. - Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.- Effectively utilizes a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.Human Resources - Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.- Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successful daily operations.- Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.- Communicates performance expectations in accordance with job descriptions for each position.- Participates in the associate performance appraisal process, providing feedback as needed.- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.- Actively solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the department manager and Human Resources as necessary. - Participates in associate progressive discipline procedures. Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.- Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.- Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts. Participates in an on-going associate recognition program.- Sales and Revenue Management - Supervises same day selling procedures to maximize room revenue and control hotel occupancy.- Trains staff on and performs procedures to verify accuracy of room rates to maximize revenue opportunities, e.g., rate variance report; bucket check.Financial Management- Comprehends budgets, operating statements and payroll progress reports as needed to assist in financial management of department.- Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Manages payroll administration.- Participates in the management of the department's controllable expenses to achieve or exceed budgeted goals.- Understands the impact of department's operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals.
Benefits Package
Competitive Salary, Company Pension Scheme, Life Assurance, Complimentary Use of Leisure Club, Swimming Pool and discounts in the 5* Spa. Lunch & Dinner provided free of charge, Fantastic career Development & Training and from this role there is fantastic potential for growth within Marriott worldwide. As an International Company we are also able to offer Marriott Discount Cards (Hotel Discounts for Associates & Food & Beverage Discounts) and international Friends & Family Hotel Rates.
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| | At Marriott we recognise and celebrate the diversity of all parts of society, and strive to promote and reflect that diversity within our working practices and values. We recognise this in our approach to recruitment, reward, promotion opportunities, training & development of our people, on merit and without reference to their gender, marital status, ethnic or national origin, age, religion, sexual orientation, or any disability. | | |
