Job Description
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.
· Opens and closes Front Desk shifts and ensures completion of assigned shift checklist and other duties.
· Runs and reviews critical information contained in Front Desk reports.
· Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
· Temporarily supervises all areas of the Front Office in the absence of the Front Office Manager.
· Operates all department equipment as necessary and reports malfunctions.
· Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
· Participates in department 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.
· Ensures associates have the proper supplies and uniforms.
· Understands night audit procedures and is able to comprehend and utilize reports as necessary.
· Helps to 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.
· To support the Night Operation by working Night Shift in the event of absences, planned or unplanned
Performs Duty Manager shifts as required
Guest Satisfaction
· Assists in the use of 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.
· Sets a positive example for guest relations.
· Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
· Empowers associates to provide excellent customer service within guidelines.
· Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
· Assists in the review of comment cards and guest satisfaction results with associates.
Human Resources
· Participates as needed in the interviewing and hiring of Front Office associate team members with the appropriate skills.
· Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
· Communicates performance expectations associates in accordance with job descriptions for each position.
· Participates in the associate performance appraisal process, giving feedback to Front Office Managers on individual associate performance issues.
· Coaches, counsels and encourages associates. Participates in associate progressive disciplinary procedures as required.
· Handles associate questions and concerns.
· Participates in an ongoing associate recognition program.
Sales and Revenue Management
· Supervises same day selling procedures to maximize room revenue and hotel occupancy.
· Performs procedures to verify accuracy of room rates to maximize revenue opportunities, e.g., rate variance report; bucket check.
Financial Management
· Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Front Desk operations.
· Assists as needed in utilizing the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Assists in performing the payroll function.
· Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
· Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.
· All Marriott policies on cash, key and all controls are adhered to and followed consistently.
Job Types: Full-time, Permanent
Salary: £11.24-£12.24 per hour
Benefits:
- Company pension
- Cycle to work scheme
- Discounted or free food
- On-site parking
- Private medical insurance
Ability to commute/relocate:
- Birmingham, B16 8SJ: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Hotel Front Office: 1 year (required)
Work Location: In person
Reference ID: 22071602