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Front Office Associate - Derby

Employer
Delta Hotels By Marriott – Country Clubs & North West Cluster
Location
Derby, Derbyshire
Salary
Competitive hourly rates of pay, leisure facilities membership, free meals whilst on duty & a global Marriott discount program
Closing date
19 May 2021
Front Office Associate - Derby

Posting Date Apr 13, 2021
Job Number 21034332
Job Category Rooms & Guest Services Operations
Location Breadsall Priory Marriott Hotel & Country Club, Moor Road, Derby, DERBYSHIRE, 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

Explore our very big world

As a world-class leader in the travel industry, there's no better place than Marriott International to make your mark. Joining us, you'll get to entertain and meet people from all over the world as you build your experience. You'll find a place where your personality and ideas are appreciated just as much as the work you do. And you'll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family. 

The impact you'll make

First impressions are everything. And you'll set the tone for every guest's stay. With a genuinely warm welcome, you'll be ready with answers to any questions and happy to offer information about hotel services, facilities and the local area. Anything to help make their visit that bit more special. And, creating the smoothest check-out experience, you'll make sure they leave us happy too. 

What you'll do      

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.

 

What we're looking for

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.

 

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.

 

Breadsall Priory Marriott Hotel & Country Club offers its associates a competitive salary, gym membership, staff meals, car parking and generous global hotel discounts for you, your friends and family.

This four star hotel has a focus on culinary excellence and provides staff with extensive, ongoing training and development.  Marriott International is the worlds' largest hotel company and ideally placed in Morley, just north of Derby, Breadsall Priory holds the distinction of being the oldest Marriott location in the world; our elegant Priory rooms date back to 1260.

At Breadsall Priory Marriott Hotel no two days are the same, with an exciting blend of guests and events. 

Our hotel is a great place to develop your skills, supporting weddings, prolific golf events, sports teams, extensive leisure facilities and contemporary British dining at our hotel's on-site Cast Iron Restaurant.

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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