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Hotel Receptionist - United Kingdom

Employer
Delta Hotels By Marriott – Country Clubs & North West Cluster
Location
Kingston upon Hull, East Riding of Yorkshire, Yorkshire and the Humber
Salary
Competitive hourly rates of pay, leisure facilities membership, free meals whilst on duty & a global Marriott discount program
Closing date
19 May 2021
Hotel Receptionist - United Kingdom

Posting Date Apr 27, 2021
Job Number 21040235
Job Category Administrative
Location Tudor Park Marriott Hotel & Country Club, Ashford Road Bearsted, Maidstone, KENT, United Kingdom
Brand Marriott Hotels Resorts
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N

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.

POSITION SUMMARY

To provide a friendly, efficient and helpful service to our guests, whilst ensuring that all accounting and security procedures meet Company requirements, with an emphasis on customer care at all times.

SCOPE / BUSINESS CONTEXT

  • A Full Time position based at the TUDOR PARK, a Marriott Hotel & Country Club.

CANDIDATE PROFILE

Experience:

  • Previous experience working within hospitality or similar environment preferred.
Skills and Knowledge

  • Strong Communication skills (verbal, listening, writing)
  • Hospitable attitude
  • Pro-active and reliable
  • Able to work within a team and alone
  • Good computer skills
Education or Certification

  • Good level of English essential
  • Preference of second language
  • Preference of hospitality education

SPECIFIC DUTIES 

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

General

  • To be aware of the Marriott Front Office Brand Standards for Check In/Out
  • To be able to use Opera system.
  • To be able to use Marsha, the global reservations system.
  • To use the Front Office Shift Checklists.
  • To print emergency reports every four hours.
  • To be fully aware of the daily sell strategy, current sales strategy, special rates and promotions, corporate agreements and discount conditions.
  • To complete a full and correct shift handover, with Front Office logbook and 15 minutes of training completed and filed.
  • To be fully versatile with all Hotel facilities and actively promote them.
  • To register guests into the Hotel, taking into account legal requirements, and Marriott Brand Standards.
  • To understand the Ving-Card system, and issue departmental and guest keys, as per procedure.
  • To be fully aware of facilities offered in the Hotel and promote the F&B venues at all times.
  • To understand and adhere to all accounting procedures.
  • To be aware of all Group and Conferences of the day, and action all requirements and wake up calls.
  • To liaise with the Shift Leader / AFOM / FOM regarding VIP and all other special arrivals of the day. Ensure VIP policy is followed.
  • To liaise with Concierge regarding directing guests to their room, luggage handling.
  • To be able to assist with guest queries regarding places of interest, such as shopping, entertainment, theatres, restaurants etc.
  • To accept parcels, faxes, messages and any other delivery, both for guests and Hotel, as per procedure.
  • To be able to send guest and Hotel faxes.
  • To be able to assist with queries or requests for information via Front Office e-mail.
  • To liaise with Housekeeping regarding early arrivals, day lets, extended stays, early departures, room moves and all other special requests.
  • To be familiar with the daily Conference and Events business in the Hotel.
  • To handle guest complaints according to the LEARN and empowerment processes, referring to the Shift Leader as appropriate.
  • To be able to work shifts on a rota basis, usually between 06.30 - 15.00 or 14.30 - 23.00.
  • To understand, and comply with, all procedures detailed in the Associate Handbook.
  • To be aware of, and comply with, Hotel image standards.
  • To fully understand our Brand Standard requirements, and their implication to the Front Office and Hotel.
  • To attend and contribute to Front Office departmental meetings.
  • To understand Marriott's Guest Satisfaction Survey and its implications on the Front Office and Hotel.
  • To have a good knowledge of all aspects of Marriott Rewards, its benefit to its members, earning possibilities, redemption procedures and affiliated airline partners.
  • To actively promote enrolment in Marriott Rewards scheme to all arriving non-members.
  • To ensure that guests receive a genuinely friendly, prompt and efficient service at all times.
  • To understand Marriott's Spirit to Serve Basics. Marriott's Mission and Marriott's grooming standards, and comply with them.
  • To understand, and embrace, our 'Spirit to Serve' programme.
  • To undertake reasonable requests from any senior member of the Front Office team.
  • To undertake appropriate training, as recommended by Front Office Manager.
  • To understand the signing in and out procedure.

 

  • Finance
  • To establish a guest account upon registration, as per Hotel Company policies, for direct billing, credit card and cash payment.
  • To be fully aware of all third party payment restrictions, as per procedures.
  • To fully understand Hotel and Marriott International policies regarding payments.
  • To fully understand, and comply with, Hotel and Marriott International cashiering procedures.
  • To be responsible for a cash float, and ensure its security at all times, as per procedure.
  • To audit and balance each day's shift, prepare daily banking, and report any discrepancies to the Shift Leader.
  • To complete and understand the Credit Limit Reports, and ensure that appropriate action is taken.
  • To be aware of major currencies, and be able to exchange them.
  • To present all adjustment, corrections and 'paid outs' with correct correspondence and signature as per procedure.
  • To be able to operate, and be fully aware of, Hotel's Wireless Internet Connection pricing and other tasks such as fax, photocopies sundry items.
  • To ensure that cashing up procedures are adhered to at all times ensuring that all monies and charges are correctly balanced, security checks are made according to laid down procedures and company policy
  • All Cash Handling/ Revenue recording tasks must be undertaken in accordance with Company Policy and the relevant audit requirements, i.e, IRSA Audit and Audit Lite.
  • All Cash Handling/ Revenue recording tasks must be trained by the HOD and/or expert in subject area (Finance Department)

 

Health & Safety

  • To understand the Front Office and Hotel Fire, Bomb and Health & Safety procedures, and to be able to action them.

 

Training

  • Opera / Marsha / Micros
  • Marriott Rewards Training
  • Brand Standards for Front Desk
  • Foreign Currency Exchange/ Declaration 

 

Security

  • To maintain security of all Hotel assets, and to report any loss or damage to the Shift Leader.
  • To comply with the Data Protection Act regarding the disclosure of information.
  • Micros, or any other systems access cards must not be left unattended under any circumstances and must be stored appropriately whilst off duty

 

Notice

The hotel business functions seven days a week, 24 hours a day. All associates must realize that and be aware that, at all times, it may be necessary to move associates from their accustomed shift, as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

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.
  • Ability to verbally communicate effectively with guests and co-workers.
  • Pushing, pulling, bending, and upward reaching.
  • Prolonged periods of standing and/or walking.

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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