Overview
Part of Marriott International, the world's largest and most celebrated hospitality brand, our five-star hotel is the perfect place to take your career to a whole new level. Be a key member of the Front Office and Front of House team within the hotel, reporting to the Front Office Manager and Assistant Front Office Manager. Responsible for leading and assisting with the successful completion of daily shift requirements. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities Supporting Management of Front Desk Team
Responsibilities
* 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 building mutual trust, respect, and cooperation among team members.
* Serves as a role model to demonstrate appropriate behaviors.
* Supports all day-to-day operations.
* Understands employee positions well enough to perform duties in employees' absence.
* Coaches, counsels, and encourages employees.
* Handles employee questions and concerns.
* Supports all areas of the Front Office in the absence of the Night Manager.
* Guides daily Front Desk shift operations.
* Communicates performance expectations to employees in accordance with job descriptions for each position.
* Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* 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.
* Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
* Strives to improve service performance.
* Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
* Supervises same day selling procedures to maximize room revenue and property occupancy.
* Understands the impact of Front Desk operations on the overall property financial goals and objectives.
* Provides services that are above and beyond for customer satisfaction and retention.
* Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
* Sets a positive example for guest relations.
* Empowers employees to provide excellent customer service within guidelines.
* Handles guest problems and complaints seeking assistance from manager as necessary.
* Interacts with guests to obtain feedback on product quality and service levels.
Qualifications
* Education: High school diploma or G.E.D. equivalent.
* Related Work Experience: At least 1 year of related work experience.
* Supervisory Experience: At least 1 year of supervisory experience.
Benefits
* Discounted accommodation at Marriott properties across the globe
* Discounts at Marriott F&B outlets across the globe
* Free uniform & dry-cleaning service.
* Free enrolment to BenefitHub providing you with access to unlimited deals of retailers and more.
* Employee Assistance Program
* Training and Development opportunities
London Marriott Hotel Canary Wharf is ideally situated on the waterfront, just moments from the Canary Wharf Jubilee Line tube and West India Quay DLR. Marriott International is 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 celebrated. Our 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. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 properties worldwide. JW Marriott associates are encouraged to pursue training, development, recognition, and a work environment with a focus on holistic well-being. This description is intended to describe the general nature and level of work performed by individuals assigned to this role; it is not intended to be exhaustive. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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