Hotel Receptionist- FTC June - September - United Kingdom

Posting Date Apr 27, 2021
Job Number 21040251
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

Process all pre-arrival correspondence, contacting customers by phone/email to personalise their stay, upselling family packages, afternoon tea & Spa, confirming reservations, dinner reservations, special requests and local information. Lobby hosts and engages with guests during peak hours, assisting guests with directions and arranging children's activities, providing information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Count bank at the beginning and end of shift, balance and drop receipts according to accounting specifications.

 

SCOPE / BUSINESS CONTEXT

• A Full Time, fixed term position based at the Tudor Park Marriott Hotel & Country Club

CANDIDATE PROFILE

 

We are looking for a dynamic, passion for service and a warm demeanor with guests. You will supply the highest possible levels of customer care and service whether in the public eye or in the heart of the house; this involves welcoming and acknowledging all guests with a smile and genuine excitement. You will be engaging and proactive in every area, including offering additional services. You will be working with Front Office Supervisors and Associates to compliment the overall Room Operations strategy whilst handling all guests in accordance with company standards, assessing their needs during their stay. Most importantly, you must co-ordinate the response to guest issues, should they arise and then follow up with the guest to ensure satisfaction with the outcome.

 

Experience:

• Previous experience working within a similar customer service environment preferred but not essential
• Previous experience working with Opera PMS & Marsha preferred but not essential

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Warm and approachable demeanor
• Pro-active and reliable
• Able to work alone and within a team

Education or Certification

• Good level of English essential

 

SPECIFIC DUTIES 

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

Guest Relations Host

• Provide a warm welcome to all guests; as the face of the hotel.
• Providing information on the resort and local amenities by demonstrating a thorough knowledge of hotel services and facilities and any local attractions in nearby towns/cities to support guest queries.
• Create and Coordinate guest Dinner, Leisure, Spa and Golf bookings.
• Address guests' service needs in a professional, positive and timely manner supporting any incoming requests and queries promptly.
• Be the point of contact for guest requests to help ensure the best experience for all.
• Supply guests with directions and information. Answer, record, and process all guest requests, questions, or concerns and follow up to ensure each has been met to guests' satisfaction.
• Connecting with guests to create a personalized and memorable stay, making it special.

Pre Arrival

• Contacting guest's pre arrival and gathering information to ensure a flawless stay.
• Anticipate guests' service needs, including contacting guests by phone/email, asking questions to better understand their needs including listening to guest preferences/ requests and acting on them whenever possible.
• To operate the telephone, Opera, Marsha, Empower and Micros computer systems.
• Assign room according to guest request and preferences whenever possible.
• Arrange/place amenities into guest room prior to arrival.
• Review requests for late check-outs and approve according to occupancy.
• Coordinating guest stays pre arrival including making Dinner, Leisure, Spa, Golf & Children's activity bookings, upselling wherever possible to help reach the hotels business goals.
• Communicate to Front Desk and Housekeeping when guests are waiting for an available room and keep track of room status and guest concerns.
• Be a hotel ambassador by promoting Family Packages, Food & Beverage, Leisure, Spa and Golf via upselling.

Front Desk Agent

• Assist other associates to ensure proper coverage and prompt guest service.
• Ensure all guest concerns and requests are resolved promptly and properly, following the Marriott Guest Response Process to resolve issues, delight, and build trust.
• To understand the correct reservation procedures and to take any reservations in the absence of the reservation's agent.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, with a smile in your voice, using the callers' name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

OTHER

• Perform other related tasks as assigned by management and to meet business needs
• Comply with Marriott International Hotels Limited Regional Office policies and procedures
• Maintain social distancing throughout the hotel, as per the guidelines from the government, wherever possible from colleagues and guests (distancing regulations will be in accordance with any government guidance).
• Wear all provided PPE instructed and adhere to all COVID Secure Workplace Protocol as required.

• Wash hands frequently or after each task following proper handwashing techniques. Sanitise hands on a regular basis during shifts.

• Working hours as required to do your job but normally not less than 40 hours per week