Marriott

We are hiring for a Night Front Desk Supervisor.

Based at The Sheraton Grand London Park Lane Hotel - a Grand Experience Crafted in Mayfair.

Rewards for work…. Benefits for your lifestyle

• Part of Marriott International, the largest hospitality brand in the world - this means national and internal promotion opportunities for the right candidates. The sky is your limit here
• World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.
• Work alongside some amazing talent - award winning, experienced hospitality professionals
• Discounted room nights & food and beverage - because your well-being means so much
• Complimentary laundry, free meals on duty
• Access to fabulous and flexible benefits to help you in and out of work
• Eligible for Service Charge

Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bell-person, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist management in hiring, training, scheduling, evaluating, counselling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

Safety and Security

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, name tags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

Assists Management

• Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems.
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management in preparing and conducting performance reviews of hourly employees.
• Assist management in counselling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• Assist management in preparing work schedules of hourly employees.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
• Assist management in preparing payroll of hourly employees (e.g., ensure accuracy, adjustments, and distribution).
• Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

Reservations/Blocking Rooms

• Anticipate sold-out situations and determine how many rooms are over-committed.
• Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.
• Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).

Reports/Record keeping

• Review shift logs/daily memo books and document pertinent information in logbooks.

Guest Services

• Contact appropriate individual or department (e.g., Bell-person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.

At Your Service/Delighted to Serve

• Follow up with guest regarding satisfaction with guest-related issues.

Cash Handling

• Balance and drop receipts according to Accounting specifications.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Count bank at end of shift and secure bank.
• Process all payment types such as room charges, cash, checks, debit, or credit.
• Obtain manual authorisations and follow all Accounting procedures when computer system is down.

Finance-Related

• Assist staff with expediting problem payments (e.g., problems processing credit card).

At Marriott International, we are dedicated to being 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.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, 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.