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Job description

Operations/Property Management

· Performs all duties at the Front Desk as necessary

· Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.

· Opens and closes Front Desk shifts and ensures completion of assigned shift checklist and other duties.

· Runs and reviews critical information contained in Front Desk reports.

· Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.

· Temporarily supervises all areas of the Front Office in the absence of the Front Office Manager.

· Operates all department equipment as necessary and reports malfunctions.

· Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

· Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

· Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

· Ensures associates have the proper supplies and uniforms.

· Understands night audit procedures and is able to comprehend and utilize reports as necessary.

· Helps to train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.

· Participates as needed in the investigation of associate and guest accidents.

· Understands and complies with loss prevention policies and procedures.

· To support the Night Operation by working Night Shift in the event of absences, planned or unplanned

Performs Duty Manager shifts as required

Guest Satisfaction

· 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.

· Sets a positive example for guest relations.

· Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.

· Empowers associates to provide excellent customer service within guidelines.

· Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.

· Assists in the review of comment cards and guest satisfaction results with associates.

Human Resources

· Participates as needed in the interviewing and hiring of Front Office associate team members with the appropriate skills.

· Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.

· Communicates performance expectations associates in accordance with job descriptions for each position.

· Participates in the associate performance appraisal process, giving feedback to Front Office Managers on individual associate performance issues.

· Coaches, counsels and encourages associates. Participates in associate progressive disciplinary procedures as required.

· Handles associate questions and concerns.

· Participates in an ongoing associate recognition program.

Sales and Revenue Management

· Supervises same day selling procedures to maximize room revenue and hotel occupancy.

· Performs procedures to verify accuracy of room rates to maximize revenue opportunities, e.g., rate variance report; bucket check.

Financial Management

· Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Front Desk operations.

· Assists as needed in utilizing the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Assists in performing the payroll function.

· Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

· Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.

· All Marriott policies on cash, key and all controls are adhered to and followed consistently.

Job Types: Full-time, Permanent

Salary: £11.24-£12.24 per hour

Benefits:

• Company pension
• Cycle to work scheme
• Discounted or free food
• On-site parking
• Private medical insurance

Ability to commute/relocate:

• Birmingham, B16 8SJ: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Hotel Front Office: 1 year (required)

Work Location: In person

Reference ID: 22071602