Marriott Hotels

Senior Front Desk Supervisor - 40 hours- Preston

Preston, Lancashire
Competitive for every hour worked, staff meals, leisure membership & global hotel discount program
26 Dec 2018
23 Jan 2019
Job Type
Full Time
Senior Front Desk Supervisor - 40 hours- Preston

Posting Date Dec 24, 2018
Job Number 18003IER
Job Category Rooms and Guest Services Operations
Location Preston Marriott Hotel, Preston, Lancashire
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment.

Job Summary Assists the Front Office Manager in administering Front Office functions and supervising staff on a daily basis. Although primary responsibility is Front Desk operations, also oversees Switchboard Operations, and Concierge/Guest Services. Position directs and works with managers and associates to carry out guest arrival and departure procedures, while ensuring guest and associate satisfaction and maximizing the financial performance of the department. As an assistant department head, uses leadership skills to manage other managers.

Skills and Knowledge

  • Extensive knowledge of front desk operational procedures

  • Working knowledge of Switchboard operations and Concierge/Guest Services operational procedures

  • Working knowledge of reservations procedures and related systems

  • Effective decision making skills

  • Effective influence skills
  • Strong problem-solving skills
  • Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling

  • Good training/facilitator skills

  • Strong customer and associate relation skills

  • Knowledge of overall hotel operations as they affect department

  • Ability to effectively manage labour productivity

  • Good presentation and platform skills
  • Strong communication skills (verbal, listening, writing)

  • Strong organization skills
  • Ability to use standard software applications and hotel systems

  • Effective conflict management skills

  • Effective change management skills

  • Knowledge of purchasing, inventory controls, supplies and equipment

Education or Certification

  • High School Diploma or equivalent required; Bachelor's Degree preferred

  • Hospitality Management Degree beneficial

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

Operations/Property Management
  • Performs all jobs within the Front Desk, Bell Staff, Switchboard and Concierge/Guest Services as necessary.

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

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

  • Relieves Desk Manager and runs shifts whenever necessary.

  • Understands and implements procedures to operate and maintain all Front Desk departmental equipment.

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

  • Orders associate uniforms and ensures uniforms are properly inventoried and maintained.

  • 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 Office goals to produce desired results.

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

  • Is able to comprehend night audit procedures and reports as needed for daily shift operations.

  • Trains associates in safety procedures and ensures 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.

Guest Satisfaction
  • Sets a positive example for guest relations.

  • Is a leader in displaying outstanding hospitality skills.

  • Manages from the lobby and is highly interactive with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

  • Conducts hospitality audits for associates and gives appropriate feedback to improve individual hospitality skills.

  • Attends pre- and post-convention meetings as needed to understand group need and communicates critical information to the Front Office staff.

  • Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.

  • Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters.

  • Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance.

  • Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans.

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

  • Effectively utilizes 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.

Human Resources
  • Assists as needed in the interviewing and hiring of associate team members with the appropriate skills.

  • Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successful daily operations.

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

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

  • Assists in the development of goals for direct report managers. Participates in their annual performance appraisals.

  • Participates in the associate performance appraisal process, providing feedback as needed.

  • Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

  • Actively solicits associate feedback, utilizes an "open door" policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the department manager and Human Resources as necessary.

  • Participates in associate progressive disciplinary procedures. Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process

  • Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance and produces desired results.

  • Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts. Participates in on-going associate recognition programs

Sales and Revenue Management
  • Monitors same day selling procedures to maximize room revenue and control hotel occupancy.

  • Ensures staff is trained to perform rate verification procedures to maximize revenue opportunities.

Financial Management
  • Comprehends budgets, operating statements and payroll progress reports to assist in the financial management of department.

  • Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Manages payroll function.

  • Participates in the management of the department controllable expenses to achieve or exceed budgeted goals.

  • Understands the impact of department's operations on the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.

  • Assists Front Office manager in monitoring department controllable expenses and staffing levels to achieve or exceed budgeted profit.

  • Participates in the preparation of weekly and period end P&L critiques.

  • Ensure floats are counted and balanced at start and end of shift and they are secure at all times. Blind Banking procedures are followed along with all local and Marriott policies and procedures.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Similar jobs

Similar jobs