Guest Services Talent / Reception Supervisor - London

Posting Date May 26, 2021
Job Number 21048982
Job Category Rooms & Guest Services Operations
Location Aloft London Excel, One Eastern Gateway, London, London, United Kingdom
Brand Aloft Hotels
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N

At Aloft Hotels we're wired for next generation travelers who love open spaces, open thinking, and open expression. Aloft provides a space where style is necessary, social scenes are vibrant, and where the only direction is forward. Our guests are tech savvy and confidently social, with an eclectic style they're not afraid to show. We understand what our guests need, so we provide an affordable option for the tech-savvy design guru. We're looking for innovative self-expressers who aren't afraid to draw outside the lines. If you are someone who appreciates tech-forward features and vibrant social scenes, then we invite you to explore a career with Aloft Hotels.

POSITION SUMMARY

 

The Guest Services Talent strives to ensure guest satisfaction and ensures Health and Safety standards, including Covid-Secure government guidance and Commitment to Clean guidelines are followed. The Guest Services Talent takes ownership of the guest experience from arrival to departure, resolving guest issues at first contact, as well as responding to emergencies through management of the fire panel, crisis management and accident/incident investigation as required. This position is also responsible to assist other departments when the business requires to do so. The Guest Services Talent has full oversight of the public areas and ensures we provide a welcoming and safe environment to everyone.

 

CORE WORK ACTIVITIES

 

General Guest Services Overview

• Welcomes and acknowledges each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings
• Actively listens and responds positively to guest questions, concerns, and requests following LSOPs and customer service knowledge to resolve issues, delight, and build trust.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs, watching/listening to guest preferences, acting on them whenever possible.

 

Working to achieve Guest Services Goals

• Runs day-to-day operations, ensuring the quality, standards and exceeding the expectations of guests on a daily basis.
• Drives their function specific goals and plans to prioritize, organize, and accomplish work
• Drives Marriott Bonvoy Enrolments and ensures property target is reached
• Drives Mobile Guest Services goals and ensures guests can enjoy a contactless experience
• Handles complaints and conflicts constructively, or otherwise negotiating with others
• Strives to improve service performance
• Drives same day selling to maximize room revenue and property occupancy
• Understands the impact of Guest Services operations on the overall property financial goals and objectives
• Contributes to an environment of enthusiastic service for our guests and associates

 

Ensuring Exceptional Customer Service

• Improves service by communicating with and assisting guests, responding to feedback, and strives to create individualized experiences
• Handles guest complaints as needed to insure the integrity of the property is maintained, guest satisfaction is achieved
• Sets a positive example for other Guest Relations Talents
• Encourages employees to provide excellent customer service within guidelines.
• Acts as point of contact for guest problems and complaints and delivers resolution.
• Interacts with guests to obtain feedback on product quality and service levels.
• Works with the Guest Services Manager to raise concerns and reoccurring issues
• Utilizes communication tools such as handovers to keep the team informed of all matters

 

Arrival, Departure & Night Audit Procedures

• Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures
• Secure valid form of payment prior to issuing room key.
• Set up accurate accounts for each guest upon check-in according to their requirements
• Assign room according to guest request and preferences whenever possible.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• File guest paperwork or documentation to assist with fraud and chargeback protection
• Pre-register mobile check-ins and process upon arrival
• Ensure rates match market codes and that any exceptions are documented and include an explanation
• Manages all end of day inventories and procedures
• Executes the night audit procedure and flags any discrepancies to the management
• Assists with overseeing property security in the absence of security personnel
• Oversees all Health & Safety Standards in the property overnight, including Pool and Fitness Centre

 

Additional Responsibilities

• Provides information to co-workers, and manager by telephone, in written form, e-mail, or in person for anything relevant
• Oversees all Health & Safety Standards in the property overnight and in the daytime, including Pool and Fitness Centre
• Assists with Night shifts and the Night Audit procedure whenever necessary
• Performs all duties related to Guest Services as necessary.
• Complies with Marriott International Hotels Limited, Regional Office and local policies and procedures.
• Oversees the Re:Fuel outlet during shift and ensures cleanliness and appropriate stock levels
• Actively upsells in Re:Fuel
• Complies with loss prevention policies and procedures.

 

 

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.