Assistant Front Office Manager

Job description

We are hiring for a Front Office Duty Manager

Based at The Sheraton Grand London Park Lane Hotel - a Grand Experience Crafted in Mayfair.

Rewards for work…. Benefits for your lifestyle

·  Part of Marriott International, the largest hospitality brand in the world - this means national and internal promotion opportunities for the right candidates. The sky is your limit here
·  World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.
·  Work alongside some amazing talent - award winning, experienced hospitality professionals
·  Discounted room nights & food and beverage - because your well-being means so much
·  Complimentary laundry, free meals on duty
·  Access to fabulous and flexible benefits to help you in and out of work
·  Eligible for Accommodation Service Charge

 

Skills and Knowledge unique to this position
·  Oversee the daily operation of the Front Desk
·  Regularly review room availability situations together with Housekeeping.
·  Ensure all Front Desk tasks are complete in a timely manner
·  Ensure all brand standards are being followed by the Front Desk Agents
·  Monitor room type booking levels and ensure the appropriate allocation of rooms for arrivals as well as communicating on room upgrades to the reception team.
·  Ensureoptimum occupancy and average rate for the purpose of maximising revenues.
·  Record and hand over to Housekeeping or Security any lost or found items.
·  Report any faults or system problems to the IT Department and to follow up where necessary.
·  Report any faults or issues guests have risen to the Duty Manager or relevant departments.
·  Ensure guest privacy and security, respecting confidential information.
·  To be fully conversant with all front office departmental procedures.
·  Monitor front desk activities with regards to rebates, refunds, currency exchange, paid outs, billing instructions, discounted rates in compliance with hotel policy.
·  Carry out all duties relating to correct billing of revenues, cash control, float balances and credit balances of guests in-house
·  To be familiar with hotels guest key systems and procedures.
·  To be fully conversant in the local language.
·  Along with reservations and accounts manage the pay masters and ensure these are closed in a timely manner
·  Respond to all emails to the Shift Leader account in a timely manner

 
Key Tasks
·  Assign room according to guest request and preferences whenever possible.
·  Accommodate requests for room changes when possible.
·  Monitor the Mobile App throughout the day and process accordingly
·  Balance the house through MARSHA
·  Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
·  Communicate to appropriate staff that there are guests that are waiting for an available room.
·  Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
·  Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
·  Review requests for late check-outs and approve according to occupancy.
·  Ensure rates match market codes and that any exceptions are documented and include an explanation.
·  Verify and adjust billing for guests.
·  Pre-register designated guests and prepare key packets.
·  Organize and coordinate check-in/pre-registration procedures for arriving groups.
·  File guest paperwork or documentation.
·  Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharers, separate room/tax/incidentals, comp). Process all guest check-ins by confirming reservations in computer system (e.g.PMS, FOSSE, OPERA), 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 (e.g., credit card, cash) prior to issuing room key. Clear departures in computer system to document that rooms are no longer occupied. Reservations/Blocking Rooms
·  Identify any over-commitments by room type (e.g., bedding, view, size).
·  Block rooms and identify designated requirements and requests (e.g., guaranteed room types, special requests, VIP's, early arrivals, guest recognition).
·  Perform duplicate reservation checks.
·  Confirm reservations and cancellations. Reports/Record keeping
·  Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
·  Maintain and update database-containing preferences of repeat and VIP guests. Guest Services
·  Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
·  Follow up with guests to ensure their requests or problems have been met to their satisfaction.
·  Receive, record, and relay messages accurately, completely, and legibly.

 
Communication
·  Stimulate and encourage a general awareness of health and safety in relation to all tasks and activities undertaken in the department.
·  To be fully conversant with all departmental fire, emergency and bomb procedures and serve as the liaison point in case of emergencies.
·  Ensure that all potential and real hazards are reported immediately and rectified.
·  Attend meetings as required.
·  Be informed of all relevant matters at all times enabling them to take correct action where necessary.
·  Conduct handover briefings to ensure smooth flow of communication between shifts.
·  Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
·  Speak to guests and co-workers using clear, appropriate and professional language.
·  Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
·  Talk with and listen to other employees to effectively exchange information.
·  Assist coworkers, ensuring they understand their tasks.
·  Prepare and review written documents (e.g., daily logs, business letters, reports

 
Management
·  Be on duty as scheduled.
·  Ensure all access to the hotel is secure as required by hotel policy and procedure.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​  begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.