JOB SUMMARY

To assist the Front Office Manager in the efficient running of the Front Office department by understanding the running of the Front Desk, Guest Service Centre, Concierge Desk, Guest Relations and Nights. To assume responsibility for the Front Office and Nights team in the absence of the Front Office Manager. To be a role model for the team and hold associates to high levels of service. Be passionate and driven to motivate the team and achieve our goals.

         1 year supervisory minimum in similar size hotel

         Hotel Front Office (or similar) experience essential

         To hold a recognized business qualification, (NVQ BTEC) preferable

       Knowledge of overall hotel operations as they affect department

       Strong organization skills

       Decisive & strong character

       Self starter, motivated & takes initiative

     Holds yourself accountable as well as the team

     Effective decision making skills

     Ability to liaise with all levels of the organization

     Strong PC and keyboard skills with knowledge of Opera, Marsha, Givex, Microsoft Word, Excel and

     Powerpoint

    Strong communication skills (verbal, listening, writing)

    Pro-active and reliable

    Able to work alone and within a team

    Customer focused

    Effective influence skills

    Strong problem-solving skills

Specific Duties

The following are specific responsibilities and contributions critical/ to the successful/ performance of the position:

CORE WORK ACTIVITIES Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

               Encourages and builds mutual trust, respect, and cooperation among team members.

               Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. Performs all jobs within the Front Desk, Switchboard, Concierge & Guest Service/Duty Management as necessary.

               Ensures employee recognition is taking place on all shifts. To promote the importance of teamwork, reward and recognition & team development in order to provide high standards of customer service      Establishes and maintains open, collaborative relationships with employees.

               Ensuring that daily duties are successfully achieved though coordinating the Reception team

   Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

                Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

                Develops specific goals and plans to prioritize, organize, and accomplish your work.

                Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Strives to improve service performance.

                Collaborates with the Front Office Manager on ways to continually improve departmental service.

                Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

                Set goals and measurable targets during Performance reviews/CDR's and 1-2-ls. Ensure associate performance is managed effectively.

                Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Conducts hourly associate performance appraisals according to Standard Operating Procedures

   Ensuring Exceptional Customer Service

                 Provides services that are above and beyond for customer satisfaction and retention.

                 Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations

                 Sets a positive example for guest relations.

                 Displays outstanding hospitality skills.

                 Empowers employees to provide excellent customer service.

                 Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Provides feedback to employees based on observation of service behaviours.

Handles guest problems and complaints effectively.

                 Interacts with guests to obtain feedback on product quality and service levels.

  Managing Projects and Policies

      Implements the customer recognition/service program, communicating and ensuring the process.

Ensures compliance with all• Front Office policies, standards and procedures.

      Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Effectively investigates, reports and follows-up on associate and guest accidents.

      Ensures compliance of unit cash handling, credit and check cashing policies and procedures
 
  Additional Responsibilities

•                Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

•                Analyzes information and evaluating results to choose the best solution and solve problems.

•                Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

•                Functions in place of the Front Office Manager in his/her absence.

Communicates critical information from pre- and post-convention meetings to the Front Office staff.  Attend meetings relevant to the Front Office Team and keep associates well informed of any issues/changes in the hotel that may affect the operation

•                Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.

•                Ensures compliance with all Front Office policies, standards and procedures including Health & Safety.

•                Ensure maximum revenue generation; e.g., up selling and maximizing occupancy

•                To take active responsibilities for ensuring security standards are maintained and accurate accounting is performed during your shift.

To monitor the performance of associates within the reception team. Provide training, coaching and development to all associates to improve the effectiveness of the reception team.

Ensure payroll and (Time sheets/forecasts) are completed on a weekly basis with an overview to achieving flex costs.

   OTHER

• Performs other related tasks as assigned by management.

Complies with Marriott International Hotels Limited Regional Office policies and procedures. Working hours as required to do your job but normally not less than 40 hours per week.

JOB SUMMARY

To assist the Front Office Manager in the efficient running of the Front Office department by understanding the running of the Front Desk, Guest Service Centre, Concierge Desk, Guest Relations and Nights. To assume responsibility for the Front Office and Nights team in the absence of the Front Office Manager. To be a role model for the team and hold associates to high levels of service. Be passionate and driven to motivate the team and achieve our goals.

         1 year supervisory minimum in similar size hotel

         Hotel Front Office (or similar) experience essential

         To hold a recognized business qualification, (NVQ BTEC) preferable

       Knowledge of overall hotel operations as they affect department

       Strong organization skills

       Decisive & strong character

       Self starter, motivated & takes initiative

     Holds yourself accountable as well as the team

     Effective decision making skills

     Ability to liaise with all levels of the organization

     Strong PC and keyboard skills with knowledge of Opera, Marsha, Givex, Microsoft Word, Excel and

     Powerpoint

    Strong communication skills (verbal, listening, writing)

    Pro-active and reliable

    Able to work alone and within a team

    Customer focused

    Effective influence skills

    Strong problem-solving skills

Specific Duties

The following are specific responsibilities and contributions critical/ to the successful/ performance of the position:

CORE WORK ACTIVITIES Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

               Encourages and builds mutual trust, respect, and cooperation among team members.

               Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. Performs all jobs within the Front Desk, Switchboard, Concierge & Guest Service/Duty Management as necessary.

               Ensures employee recognition is taking place on all shifts. To promote the importance of teamwork, reward and recognition & team development in order to provide high standards of customer service      Establishes and maintains open, collaborative relationships with employees.

               Ensuring that daily duties are successfully achieved though coordinating the Reception team

   Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

                Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

                Develops specific goals and plans to prioritize, organize, and accomplish your work.

                Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Strives to improve service performance.

                Collaborates with the Front Office Manager on ways to continually improve departmental service.

                Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

                Set goals and measurable targets during Performance reviews/CDR's and 1-2-ls. Ensure associate performance is managed effectively.

                Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Conducts hourly associate performance appraisals according to Standard Operating Procedures

   Ensuring Exceptional Customer Service

                 Provides services that are above and beyond for customer satisfaction and retention.

                 Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations

                 Sets a positive example for guest relations.

                 Displays outstanding hospitality skills.

                 Empowers employees to provide excellent customer service.

                 Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Provides feedback to employees based on observation of service behaviours.

Handles guest problems and complaints effectively.

                 Interacts with guests to obtain feedback on product quality and service levels.

  Managing Projects and Policies

      Implements the customer recognition/service program, communicating and ensuring the process.

Ensures compliance with all• Front Office policies, standards and procedures.

      Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Effectively investigates, reports and follows-up on associate and guest accidents.

      Ensures compliance of unit cash handling, credit and check cashing policies and procedures
 
  Additional Responsibilities

•                Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

•                Analyzes information and evaluating results to choose the best solution and solve problems.

•                Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

•                Functions in place of the Front Office Manager in his/her absence.

Communicates critical information from pre- and post-convention meetings to the Front Office staff.  Attend meetings relevant to the Front Office Team and keep associates well informed of any issues/changes in the hotel that may affect the operation

•                Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.

•                Ensures compliance with all Front Office policies, standards and procedures including Health & Safety.

•                Ensure maximum revenue generation; e.g., up selling and maximizing occupancy

•                To take active responsibilities for ensuring security standards are maintained and accurate accounting is performed during your shift.

To monitor the performance of associates within the reception team. Provide training, coaching and development to all associates to improve the effectiveness of the reception team.

Ensure payroll and (Time sheets/forecasts) are completed on a weekly basis with an overview to achieving flex costs.

   OTHER

• Performs other related tasks as assigned by management.

Complies with Marriott International Hotels Limited Regional Office policies and procedures. Working hours as required to do your job but normally not less than 40 hours per week.