| | Job Description
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.
Requirements
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.- Knowledge of Duty Manager Responsibilities and tasks.- 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 proceduresSkills and Knowledge - Speak Good English - Excellent Interpersonal Skills- Pro-active and reliable- Able to work alone and within a teamEducation or Certification - Good level of English essential
Responsibilities
1. Prepare yourself for each shift by ensuring all information is passed on to your associates. Determine the selling procedures of the day and ensure your team is aware. Inform your shift of any facts relevant for that day.2. Motivate and provide a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates and managers, keeping morale high. Appear as a role model to Receptionists.3. Continuously strive for new thoughts and ideas to improve and strengthen the front office, up-dating procedures and implementing them.4. Communicate all new policies and procedures to all associates and make full use of Memo folder. Follow-up.5. At all times strive to represent Marriott/County Hall in the most professional, courteous and efficient manner possible.6. Adhere to all company policies and procedures.7. 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.8. Handle any guests problems or complaints in an understanding and hospitable manner. Ensure they are resolved and followed through the LEARN process. 9. Promote our Guest Response programme, encourage all associates to participate in the programme, assist the Departmental Trainer in relevant training sessions.10. Understand the hotels' Fire and Safety procedures. Undergo training in fire and security; ensure all associates attend regular meetings and training.11. Ensure the cleanliness and neatness of the Front Desk and Back Office.12. Monitor associates uniform on a daily basis; ensure the correct dress code is adhered to, to maintain our professional image.13. Always use the correct standard and LSOP for answering the telephone.14. Have a thorough knowledge of Marsha, Fidelio and TMS. Know who to report problems to, and how to action crash procedures.15. Actively participate in GSS, 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 your team.16. Liaise with the Front Office trainer on necessary developments and plans. 17. Constantly check the handover and ensure all checklists are completed at the end of your shift.18. Be responsive to associates needs and problems; be firm, fair and consistent in dealing with challenges. Communicate with the Front Office Manager.19. Liaise with the Inventory Office, on all group arrivals to ensure rooming lists, accounting instructions and special requests are adhered to.20. Report any unusual occurrences and any concerns to the Assistant Front of House Manager or Guest Relations Manager.21. Provide information to Front Desk Manager on the performance of receptionists in order for their appraisals.22. Motivate all associates to meet and exceed our business objectives.23. 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.24. Ensure that procedures for Roomings are being adhered to.25. 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.26. Strive to achieve scouting and up selling goals by leading by example and motivating associates.27. Be responsible for coordinating lunch and dinner breaks.28. Take an active role in the preparation and organisation of monthly meetings for Reception and Guest Services. 29. Prepare LSOP's with the Front Desk Manager and follow up with checks on associates.30. Supervise room assignment, monitor out of order and out of service rooms regularly.31. Promote the hotels' facilities efficiently.32. Encourage the up selling programme to all Front Office associates, to maximise room revenue.33. Handle no show charges and queries.34. Ensure that all associates have enough change for their shift. Supervise all reimbursements and sign accordingly at the end of their shift.35. Ensure Credit check has been thoroughly actioned. Follow up any necessary changes with the associate and guest.36. Identify departmental training needs and collaborates with front office department trainer.37. Delegate, if and when appropriate, to encourage associates in undertaking different tasks.38. Take an active role in the preparation of Reviews/Appraisals with the Assistant Front of House Manager.39. Perform any reasonable requests as directed by management.40. Understand the structure and standards to ensure a smooth operation between Front Desk and accounts.41. Take an active role in the daily handovers. Contributing and communicating relevant issues42. Responsible for closing receptionists' cashiers and checking their banking.43. Supervise and oversee the levels of stationary required for Front Desk. Ensuring we do not run short and planning ahead.44. Effective scheduling based on forecasted business.45. Coach and counsel associates where necessary.
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. | | |
