Assistant Front Office Manager

Job description

At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we've got – on property and off. When guests stay with us, it's not just a room with a bed that they're buying. It's an experience. We're looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Sheraton Heathrow Hotel has been going beyond for guests for more than 40 years. Firmly established as one of the most convenient hotels in Heathrow, with 426 bedrooms and 20 modern full-flexible meeting rooms we are a popular choice for a wide range of travellers. In early 2017, we will complete a multi-million pound guest room transformation which will elevate the guest experience ensuring Sheraton Heathrow Hotel remains a welcoming comfortable place for many years to come. To create 'Go Beyond' experiences for all our guests we need people that inspire and take action! Being part of the Sheraton family means striving for your personal best. Learn, grow and reach your potential as a member of our thriving and dynamic team.

Desired profile

Qualifications :

JOB SUMMARY

The role of Assistant Head of Department – Front Office, is aimed at an established Duty Manager, with ample experience in Front Office Operations and Staff Management who possess fabulous customer service skills gained from dealing with complaints through Duty Manager shifts applying effective recovery techniques. A candidate with great leadership skills, having the ability to nurture and develop a team with passion and commitment to deliver outstanding results for the Department and the Hotel.

CANDIDATE PROFILE

Education and Experience

·  The successful candidate must possess fantastic Customer Service attitude with outstanding attention to detail.
·  Strong organizational skills .
·  The candidate must thrive under pressure, sustaining a calm, professional and positive approach to challenges.
·  For this position, flexibility of hours is essential as the role requires a combination of office hours and shift work.
·  Knowledge of First Aid procedures, Emergency evacuation and Crisis response will also be an advantage .
·  Prior experience working for Marriott International would be an asset.
·  A degree in Hospitality, business or related subject would be an asset.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and building mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supports all day-to-day operations.

• Understands employee positions well enough to perform duties in employees' absence.

• Coaches, counsels and encourages employees.

• Handles employee questions and concerns.

• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

• Guides daily Front Desk shift operations.

• Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Strives to improve service performance.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supervises same day selling procedures to maximize room revenue and property occupancy.

• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Sets a positive example for guest relations.

• Empowers employees to provide excellent customer service within guidelines.

• Handles guest problems and complaints seeking assistance from supervisor as necessary.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implementing the customer recognition/service program, communicating and ensuring the process.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Ensures employees have the proper supplies and uniforms.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Provides feedback to individuals based on observation of service behaviors.

• Participates in an ongoing employee recognition program.

• Conducts training when appropriate.

• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

• Performs all duties at the Front Desk as necessary.

• Understands the functions of the Switchboard and Concierge/Guest Services operations.

• Complies with loss prevention policies and procedures.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.