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Job description

POSITION PURPOSE

Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis. Position directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensure guest and associate satisfaction and maximize the financial performance of the department.

ESSENTIAL FUNCTIONS

Supporting Management of the Guest Services Team

• Utilize interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Serve as a role model to demonstrated appropriate behaviors.
• Supervise and manages the front office team during the shift. Participate in managing all day-to-day operations. Understand front office positions well enough to perform the duties in the associates absence.
• Celebrate successes and publicly recognize the contributions of team members.
• Establish and maintain open, collaborative relationships with the associates and ensures they do the same within the team.
• Participate in maintaining Guest Services and Front Desk Goals.
• Assist to develop specific goals and plans to prioritize, organize, and accomplish your work.
• Maintain a strong working relationship with all departments to support property operations and goals.
• Intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and the associate well-being is preserved.
• Ensure that regular on-going communication is happening with the associates to create awareness of business objectives and communicate expectations, recognizing performance, and produce desired results.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest need, providing guidance, feedback and individual coaching when needed.
• Manage your day-to day tasks ensuring the quality and meeting the expectations of the customers on a daily basis.
• Using Guest Voice and GXP to retrieve and log guest feedback.
• Conducting and overseeing Pre-Arrival Planning to improve guest experience.
• Serve as a leader in displaying outstanding hospitality skills.
• Set a positive example for guest relations.
• Throughout your shift, respond to and handle guest problems and complaints.
• Empower the associates to provide excellent customer service.
• Observe service behaviors of the associates and provide feedback to individuals.
• Strive to improve service performance.
• Handle guest problems and complaints effectively.
• Participate in the development and implementation of corrective action plans to improve guest satisfaction.

Assisting Front Office Manager to Implement Projects and Policies

• Implement the customer recognition/service program, communicating and ensuring the process.
• Ensure the Marriott Bonvoy Enrollment Goal is achieved annually.
• Ensure the ITR (Intent to Recommend) benchmark in Guest Satisfaction Score is achieved and maintained.
• Ensure property policies are administered fairly and consistently.

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Conducting Human Resource Activities

• Identify the developmental needs of others and participates in coaching, mentoring or otherwise helping others to improve their knowledge or skills.
• Participate in the guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participate in the associate progressive discipline procedures.
• Use all available on the job training tools for the associates.
• Participate in on-going training initiatives and conducts training when appropriate.
• Participate in the associate performance appraisal process, providing feedback as needed.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all associates are required to fully comply with Marriott rules and regulations for the safe and effective operation of the hotel facilities. Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

· Assist with Guest Relations, Guest recoveries and Night Audit as necessary.

· Revenue Management and up-selling program implementation and monitoring for front office associates.

· Participate in Smart Plans and strategies to improve AEI (Associate Engagement Index, GEI (Guest Experience Index) in the Front Office area. Any other duties as assigned by the Front Office Manager.

· Function in place of the Front Office Manager in his/her absence.

· Participate in departmental meetings.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

· Must be able to speak, read, write and understand the primary language(s) used in the workplace.

· Must be able to read and write to facilitate the communication process.

· Requires good communication skills, both verbal and written.

· Extensive knowledge of the hotel, its services and facilities.

· Must have excellent customer relations skills and leadership capability.

· Must be detail oriented with outstanding organizational and communication skills.

· Must possess basic computational ability must possess basic computer skills.

· Must have excellent leadership capability and customer relations skills.

Working knowledge of federal Provincial and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their Provincial and local analogues (where applicable): WCB, Union Agreement, Labour Standards, B.C Human Rights Code.

Physical Demands

· Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

· Must be able to sit at a desk for up to 4 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.

· Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

· Must be able to lift up to 15 lbs. occasionally.

· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

· Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

· Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

· Requires manual dexterity to use and operate all necessary equipment.

· Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

QUALIFICATION STANDARDS

Education

High school or equivalent education required. 2 year degree from an accredited university/college in Hotel & Restaurant Management, Business Administration, or related major preferred.

Experience

Two-year hotel front office experience required. Supervisory experience preferred.

Licenses or Certificates

Not applicable.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Marriott standards.

Job Types: Full-time, Permanent

Salary: $58,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Discounted or free food
• Extended health care
• Life insurance
• On-site parking
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Evening shift
• Weekend availability

Ability to commute/relocate:

• Surrey, BC V3R 1N5: reliably commute or plan to relocate before starting work (required)

Experience:

• Hotel Front Office: 2 years (required)

Work Location: In person

About Sheraton

CEO: Frits van Paasschen
Revenue: $5 to $25 million (USD)
Size: 1001 to 5000 Employees
Type: Subsidiary or Business Segment
Website: sheraton.marriott.com