Front Office Shift Leader The Park Tower Knightsbridge Luxury Collection Hotel London
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Job Summary
POSITION SUMMARY
Assist staff with expediting problem payments (e.g. problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations assigning room up accurate accounts for each guest upon check-in (i.e. share withs separate room/tax/incidentals comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g. Bell person Housekeeping) as necessary to resolve guest call request or problem.
Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and atthebeginningand end according to accounting specifications.
Assist management in hiring training scheduling evaluating counseling disciplining motivating and coaching employees;serveasarolemodelandfirstpointofcontactof theGuaranteeofFairTreatment/OpenDoorPolicyprocess. Report accidents injuries and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentialityof with others usingclear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand sit or walk for an extended period of time. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.
CRITICAL TASKS
Safety and Security
- Maintainawarenessofundesirablepersonsonpropertypremises.
- Notifydesignateddepartmentsandmanagementofanyimpairedgueststayingattheproperty.
- Followcompanyanddepartmentsafetyandsecuritypoliciesandprocedurestoensureacleansafeandsecure environment.
- Identifyandcorrectunsafework proceduresorconditionsand/orreportthem to managementandsecurity/safety personnel.
- Completeappropriatesafetytrainingandcertificationstoperformworktasks.
- Protecttheprivacyandsecurityofguestsandcoworkers.
- Maintainconfidentialityofproprietarymaterialsandinformation.
- Followcompanyanddepartmentpoliciesandprocedures.
- Ensureuniformnametagsandpersonalappearancearecleanhygienicprofessionalandincompliancewith company policies and procedures.
- Protectcompanytoolsequipmentmachinesorotherassetsinaccordancewithcompanypoliciesandprocedures.
- Performotherreasonablejobdutiesasrequested
Guest Relations
- Activelylistenandrespond positivelytoguestquestionsconcernsandrequestsusingbrandorpropertyspecific process (e.g. GXP LEARN PLEASED Guest Response) to resolve issues delight and build trust.
- Addressguestsserviceneedsinaprofessionalpositiveandtimelymanner.
- Assistotheremployeestoensurepropercoverageandpromptguestservice.
- Welcomeandacknowledgeeachguestwithasmileeyecontactandafriendlyverbalgreetingusingtheguests name when possible.
- Thankguestswithgenuineappreciationandprovideafondfarewell.
- Anticipateguestsserviceneedsincludingaskingquestionsofgueststobetterunderstandtheirneedsand watching/listening to guest preferences and acting on them whenever possible.
- Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individualswithinguidelines( whenrequestedusingwordstoexplainactionswritingdirections on paper moving objects out of the way or offering access to Braille or TDD phones).
- Engageguestsinconversationregardingtheirstaypropertyservicesandareaattractions/offerings.
Communication
- Answertelephonesusingappropriateetiquetteincludingansweringthephonewithin3ringsansweringwithasmilein onesvoiceusingthecallersnametransferringcallstoappropriateperson/departmentrequestingpermissionbefore placing the caller on hold taking and relaying messages and allowing the caller to end the call.
- Speaktoguestsandco-workersusingclearappropriateandprofessionallanguage.
- Aidcoworkersensuringtheyunderstandtheirtasks.
- Talkwithandlistentootheremployeestoeffectivelyexchangeinformation.
- Discussworktopicsactivitiesorproblemswithcoworkerssupervisorsormanagersdiscreetlyandquietlyavoiding public areas of the property.
- Exchangeinformationwithotheremployeesusingelectronicdevices(-wayradiosemail).
- Prepareandreviewwrittendocuments()includingproofreading and editing written information to ensure accuracy and completeness.
Assistant Management
- Ensurethathourlyemployeesaretrainedoncompanycorevaluesjobrolesresponsibilitiesandtechnicaland service aspects of the job.
- Assistmanagementinestablishingandcommunicatinggoalsperformanceexpectationstimetablesanddeadlinesfor shift or departmental operations to hourly employees and ensure that they are understood.
- Assistmanagementincounselinghourlyemployeesonwork relatedconcernsandissuestoensuresatisfactionand productivity.
- Serveasadepartmentalrolemodelormentorbyworkingalongsideemployeestoperform technicalorfunctionaljob duties.
- Encourageandmotivateemployeestoperform theirbesttakeresponsibilityfortasksandassignmentsmake decisions and provide input on possible improvements.
- Listentohourlyemployeessuggestionsforimprovinghowwork isdoneandhowguestsareservedgaining management support as needed to act upon suggestions.
- Serveashourlyemployeesfirstpointof contactaspartoftheGuaranteeofFairTreatment/OpenDoorPolicy process.
- Coordinatetasksandworkwithotherdepartmentstoensurethatthedepartmentrunsefficiently.
- Assignandensureworktasksarecompletedontimeandthattheymeetappropriate qualitystandards.
- Coachanddevelopemployees( assignments hold development discussions and construct and execute development plans).
- Collaboratewithmanagementtodevelopandcarry-outideasandproceduresand setgoalstocontinuouslyimprove department performance around guest and employee satisfaction scores.
Working with Others
- Handlesensitiveissueswithemployeesand/orguestswithtactrespectdiplomacyandconfidentiality.
- Developandmaintainpositiveandproductiveworkingrelationshipswithotheremployeesanddepartments.
- Supportallco-workersandtreatthemwithdignityandrespect.
- Activelylistentoandconsidertheconcernsofotheremployeesrespondingappropriatelyandeffectively.
- Partnerwithandassistotherstopromoteanenvironmentofteamworkandachievecommongoals.
- Tobeflexibleandextendjobdutiestocarryoutanyotherreasonabledutiesandresponsibilities withinthejob capability as assigned including redeployment to alternative departments/areas if required to meet business demands and guest service needs.
Quality AssuranceQuality Improvement
- Complywithqualityassuranceexpectationsandstandards.
- Monitortheperformanceofotherstoensureadherencetoqualityexpectationsandstandards.
Physical Tasks
- Enterandlocatework-relatedinformationusingcomputersand/orpointofsalesystems.
- Standsitorwalkforanextendedperiodoftimeorforanentirework shift.
- Moveliftcarrypushpullandplaceobjectsweighinglessthanorequalto10poundswithoutassistance.
Check-in/Check out
- Processallguestcheck-insbyconfirmingreservationsincomputersystem (OPERA)verifyingguestidentity requesting form of payment assigning room and issuing room keyin accordance with property policies and procedures.
- Securevalidformofpayment()priortoissuingroomkey.
- Activateroomkeysusing Operaandreissuenewroom keystoguestsas necessary()byverifyingguest identity and using Vision Online.
- Setupaccurateaccountsforeachguestuponcheck-inaccordingtotheirrequirements
- Assignroomaccordingtoguestrequestandpreferenceswheneverpossible.
- Sellaroom/accommodationtoguestswithoutreservationsbasedonavailability.
- AskforandenterMarriott Bonvoyinformation()whentakingreservationorchecking guest in.
- Communicatetoappropriatestaffthattherearegueststhatarewaitingforanavailableroom.
- CoordinatewithHousekeepingtotrackreadinessofroomsforcheck-inandtoreportguestconcerns.
- Keeptrack ofchangesinroom status(-outlatecheck-outroom transferunexpectedstayover)for Housekeeping.
- Accommodaterequestsforroomchangeswhenpossible.
- Verifyandadjustbillingforguests.
- Ensureratesmatchmarketcodesandthatanyexceptionsaredocumentedandincludeanexplanation.
- Fileguestpaperworkordocumentation.
- Reviewout-of-orderroomsdailytodeterminestatusandestimateddateforreturntoroom inventory.
- Reviewrequestsforlatecheck-outsandapproveaccordingtooccupancy.
- Processallcheck-outsincludingexpresscheck-outsresolvinganylateanddisputedchargessettlingaccount retrieving room key and requesting comments on guests stay.
- Cleardeparturesincomputersystemtodocumentthatroomsarenolongeroccupied.
- Organizeandcoordinatecheck-in/pre-registrationproceduresforarrivinggroups.
Reservations/Blocking Rooms
- Anticipatesold-outsituationsanddeterminehowmanyroomsareover-committed.
- Obtainsatisfactoryalternativeaccommodationsforguestswithreservationswhenthepropertycannotaccommodate them.
- Block roomsinthecomputerandidentifydesignatedrequirementsandrequests( typesspecial requests VIPs early arrivals guest recognition).
Reports/Recordkeeping
- Reviewshiftlogs/dailymemobooksanddocumentpertinentinformationinlogbooks.
Guest Services
- Contactappropriateindividualordepartment(e.g. BellpersonFrontDeskHousekeepingEngineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
- Ensurethatanyoutstandingrequestsorproblemsfromthepreviousdayreceivepriorityandareresolved.
- Followupwithgueststoensuretheirrequestsorproblemshavebeenmettotheirsatisfaction.
- Toattendtrainingandmeetingsasandwhenrequired.
At Your Service/Delighted to Serve
- Followupwithguestregardingsatisfactionwithguest-relatedissues.
Cash Handeling
- Balanceanddropreceiptsaccordingtoaccountingspecifications.
- CollectFloatfrom GloryMachineatthebeginningofshifttoensure thatamountsarecorrectandthatthereis adequate change.
- Processallpaymenttypessuchasroomchargescashchecksdebitorcredit.
- Obtainmanualauthorizationsandfollowallaccountingprocedureswhencomputersystemisdown.
Finance-Related
- Assiststaffwithexpeditingproblempayments(). Any other duties as requested by your line manager.
CRITICAL COMPETENCIES
AnalyticalSkills
- ProblemSolving
- Learning
- ComputerSkills
- Decision-Making
InterpersonalSkills
- TeamWork
- CustomerServiceOrientation
- InterpersonalSkills
- DiversityRelations
Communications
- Listening
- Communication
- EnglishLanguageProficiency
- TelephoneEtiquetteSkills
- AppliedReading
- Writing
PersonalAttributes
- Dependability
- Integrity
- PositiveDemeanor
- Initiative
- StressTolerance
- Adaptability/Flexibility
- Presentation
Organization
- PlanningandOrganizing
- Multi-Tasking
AssistsManagement
- ResolvingConflict
- Team Building
PREFERRED QUALIFICATIONS
Education
Highschooldiploma/
RelatedWorkExperience
Atleast1yearofrelatedwork experience
SupervisoryExperience
ofrelatedwork experience
SupervisoryExperience
Nosupervisoryexperienceisrequired
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 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.
Required Experience:
Manager
About Company
At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savou ... View more
