CONTRACT: 32HR/WEEK (Rota based; Monday - Friday)
SCOPE AND RESPONSIBILITY: To adopt a pro-active approach to guest care and to ensure that all guests within the hotel receive attentive, genuine warm service at all times.
KEY RELATIONSHIPS: Ensure full liaison with other members of the team
Strong communication with other departments, especially Butlers, Housekeeping, Reservations, F&B.
Strong relationship with guests and internal customers
Build strong relationships with all hotels departments
Key relationship with Front Of House Manager, Assistant Front Of House Manager, Butlers, Housekeeping and Reservations.
Regular feedback sessions with FOH associates
Leading by example.
Main Responsibilities: Prepare documentation for daily business
Check in/out guests in a professional manner and discuss their stay feedback
Ensure prompt, efficient and courteous reception of guests
Assist in training new staff members, coach them and monitor their performance
Ensure smooth hand over to next shift
Communication and recording of complaints
Develop and train talent
To carry out any other duties as required
Following all hotels standards and procedures and ensuring all FO associates follow the standards as well.
Updating departmental folders, SOPs, files, boards, etc.
Being responsible for meeting individual and team goals.
Welcoming/acknowledging the arriving guests and hotels visitors by immediate eye contact, smile, body language, etc.
Update the guest profiles with requirements and likes and dislikes, therefore ensuring that the hotel can deliver the service during the guests stay and all future stays.
Credit cards payments/authorizations/refunds.
Cash handling.
Providing information about the rates, availability, cancellation policies etc.
Assisting the guests in their requests/inquiries/Security/etc.
Being responsible for lobby appearance, reporting any issues to Front Of House Manager/Engineering/Housekeeping Department/etc.
To ensure that any emergency situations are dealt with in accordance of company laid down procedures.
To be able to act with the utmost discretion in sensitive issues/situations.
Report any accidents (guest or staff)
To be fully aware of the Health & Safety Policy
To be aware of fire and bomb procedures.
Please note that these are only some of the responsibilities included to the role as this is an evolving role.
BENEFITS: Service Charge added as Tronc every month (amount varies as per occupancy)
Staff Meals and Lockers
Uniform provided
Dry Cleaning (Uniform)
Access to Marriott Employee Rates (worldwide).
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