Night Guest Experience Supervisor London Marriott Hotel Canary Wharf

• Address guests service needs in a professional positive and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.
• Anticipate guests service needs including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Engage guests in conversation regarding their stay property services and area attractions/offerings.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).

• Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in ones voice using the callers name transferring calls to appropriate person/department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.
• Speak to guests and co-workers using clear appropriate and professional language.
• Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).
• Talk with and listen to other employees to effectively exchange information.
• Provide assistance to coworkers ensuring they understand their tasks.
• Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.
• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.

• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Comply with quality assurance expectations and standards.

• Stand sit or walk for an extended period of time or for an entire work shift.
• Enter and locate work-related information using computers and/or point of sale systems. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.

• Assign room according to guest request and preferences whenever possible.
• Accommodate requests for room changes when possible.
• Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for Housekeeping.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
• Review requests for late check-outs and approve according to occupancy. Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Verify and adjust billing for guests.
• Pre-register designated guests and prepare key packets.
• Organize and coordinate check-in/pre-registration procedures for arriving groups.
• File guest paperwork or documentation.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e. sharewiths separate room/tax/incidentals comp).
• Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio PMS FOSSE OPERA) verifying guest identity requesting form of payment assigning room and issuing room key in accordance with property policies and procedures.
• Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity and using electronic key machine.
• Secure valid form of payment (e.g. credit card cash) prior to issuing room key.
• Clear departures in computer system to document that rooms are no longer occupied

• Identify any over-commitments by room type (e.g. bedding view size).
• Block rooms in the computer and identify designated requirements and requests (e.g. guaranteed room types special requests VIPs early arrivals guest recognition).
• Perform duplicate reservation checks.
• Confirm reservations and cancellations.

• Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.
• Maintain and update database containing preferences of repeat and VIP guests.

• Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security/Loss Prevention) as necessary to resolve guest call request or problem.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Receive record and relay messages accurately completely and legibly Run daily reports (number of arrivals departures) identify any special requests and check reports for accuracy.
• Maintain and update database containing preferences of repeat and VIP guests.

• Dependability
• Presentation
• Integrity
• Positive Demeanor
• Initiative
• Stress Tolerance
• Adaptability/Flexibility
• Safety Orientation

• Communication
• Applied Reading
• Telephone Etiquette Skills
• English Language Proficiency
• Listening
• Writing
• Form Report and Log Completion

• Problem Solving
• Decision-Making
• Computer Skills Learning

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

• Visual Acuity

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.