Front Office Team Leader

Front Office Team Leader

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the worlds leading global hospitality company with more brands more hotels and more opportunities for associates to grow and succeed.

JW Marriottis part of Marriott Internationals luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy our guests will be happy. Its as simple as that. Our hotels offer a work experience unlike any other where youll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training development recognition and most importantly a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. Thats The JW Treatment.

About the role

• Assist staff in resolving and expediting problem payments (e.g. credit card processing issues).
• Follow up with guests to ensure satisfaction and resolution of guest-related concerns.
• Process guest check-ins including confirming reservations assigning rooms and issuing/activating room keys.
• Handle all payment types including room charges cash checks debit and credit transactions.
• Set up accurate guest accounts upon checkin (e.g. sharewiths split room/tax/incidentals complimentary accounts).
• Anticipate soldout situations and secure appropriate alternative accommodations when necessary.
• Block rooms in the system and ensure all guest requirements and requests are recorded.
• Communicate with relevant departments (e.g. Bell Services Housekeeping) to resolve guest requests or issues.
• Coordinate with Housekeeping to monitor room readiness for checkin.
• Review and update shift logs/daily memo books with relevant information.
• Count cash bank at the start and end of shift; balance and drop receipts in accordance with Accounting procedures.
• Assist management with hiring training scheduling evaluating coaching motivating and disciplining team members.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy.
• Report accidents injuries and unsafe conditions to management; complete all required safety training and certifications.
• Follow all company policies and procedures.
• Maintain a clean professional uniform and appearance.
• Protect the confidentiality of proprietary information.
• Anticipate guests service needs and deliver exceptional service.
• Communicate clearly and professionally in person and over the phone.
• Prepare and review written documents accurately and completely.
• Build and maintain positive working relationships with colleagues.
• Ensure compliance with brand quality standards.

Successful Candidates will have:

• Experience in a similar role

• Working knowledge of the hotel property management system Opera PMS.

• Strong time management attention to detail and multitasking skills

• Ability to maintain confidentiality and discretion at all times

• Demonstrated conflict resolution skills

• Passionate about inspiring team members and improving/developing their skills

• Excellent communication skills (both written and verbal)

The Benefits

Enjoy the benefits of:

• Unlimited strategic development and career opportunities

• Generous accommodation and food and beverage discounts including all properties within the Marriott International group

• Recognition programs to keep you motivated

• The best hotel training opportunities provided

• Wellbeing and mindfulness programs to ensure you stay healthy