Night Guest Experience Supervisor

We are hiring forNight Guest Experience Supervisor!

Your new career at the London Marriott Canary Wharf Hotel & Executive Apartments

London Marriott Hotel Canary Wharf is ideally situated on the waterfront just moments from the Canary Wharf Jubilee Line tube and West India Quay of Marriott International the worlds largest and most celebrated hospitality brand our five-star hotel is the perfect place to take your career to a whole new level.

POSITION SUMMARY

Part of Marriott International the worlds largest and most celebrated hospitality brand our five-star hotel is the perfect place to take your career to a whole new level. Be a key member of the Front Office and Front of House team within the hotel reporting to the Front Office Manager and Assistant Front Office Manager. Responsible for leading and assisting with the successful completion of daily shift requirements. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and building mutual trust respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supports all day-to-day operations.
Understands employee positions well enough to perform duties in employees absence.
Coaches counsels and encourages employees.
Handles employee questions and concerns.
Supports all areas of the Front Office in the absence of the Night Manager.
Guides daily Front Desk shift operations.
Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize organize and accomplish your work.
Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Strives to improve service performance.
Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.
Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervises same day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service within guidelines.
Handles guest problems and complaints seeking assistance from manager as necessary.
Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

Implementing the customer recognition/service program communicating and ensuring the process.
Assists in the review of comment cards and guest satisfaction results with employees.
Ensures employees have the proper supplies and uniforms.
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.

Supporting Handling of Human Resource Activities

Identifying the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.
Providing guidance and direction to subordinates including setting performance standards and monitoring performance.
Provides feedback to individuals based on observation of service behaviors.
Participates in an ongoing employee recognition program.
Conducts training when appropriate.
Participates in the employee performance appraisal process.

Additional Responsibilities

Provides information to supervisors co-workers and subordinates by telephone in written form e-mail or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updating the executives the peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Understands the functions of all other operations departments.
Complies with loss prevention policies and procedures.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: At least 1 year of supervisory experience.

License or Certification: None

In return for your hard work we give you

• Discounted accommodation at Marriott properties across the globe
• Discounts at Marriott F&B outlets across the globe
• Free uniform & dry-cleaning service.
• Free enrolment to BenefitHub providing you with access to unlimited deals of retailers and more.
• Employee Assistance Program
• Training and Development opportunities

Apply now!

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by 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 thats synonymous with hospitality the world over we are proud to welcome you to explore a career with Marriott joining Marriott Hotels you join a portfolio of brands with Marriott International.Bewhere you can do your best workbeginyour purposebelongto an amazing global team andbecomethe best version of you.