Guest Experience/Front Office Supervisor

at  Marriott International Inc

Job Number 24128505
Job Category Rooms & Guest Services Operations
Location Hanbury Manor Marriott Hotel & Country Club, Ware, Hertfordshire, England, United Kingdom VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
With its fragrant walled gardens, stately Jacobean country house & 200 acres of Hertfordshire parkland, the historic Hanbury Manor Marriott Hotel & Country Club makes a lasting impression. Marriott International the world’s largest hotel company with more than 500 global locations and 600,000 associates worldwide is redefining the art of hosting so that our guests can travel brilliantly. Combining old school, classic elegance and impressive grandeur with a contemporary, holistic approach, Hanbury Manor Marriott delivers premium choices, sophisticated style, and well-crafted experiences for the discerning.
The primary focus of the role is to consistently provide a caring, friendly and efficient service to our guests, whilst ensuring that all Guest Service procedures meet to Marriott Hanbury Manor and Marriott International requirements, with an emphasis on excellent customer service at all times.To support all aspects of front office including phones, guest relations, concierge and the nights function.

Experience:

• Previous front office or guest relations experience essential. Hotel background preferred.

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Opera/Marsha knowledge
• Training skills

• To effectively manage the team to maximise productivity, staff, guest satisfaction and profit.
• To supervise and ensure that associates are carrying out their duties effectively, and to oversee and react in areas that require immediate attention.
• Ensure that all necessary measures are taken for the security of monies, floats, keys and safety deposits and that all stocks are accounted for at all times.
• Monitor departments efficiency through GSS, and any other available reporting medium, ensuring a high level of guest impact at all times.
• To train and develop all associates within your areas of responsibility so as to improve standards, product knowledge, and the awareness of attention to detail and presentation through Departmental Inductions, New Hire Training, and any other tools available through the company.
• To ensure that adequate staffing levels are maintained at Nights and that all steps are taken to ensure that recruitment and retention of associates are given top priority.
• To control staffing levels and wage costs in line with the sales of the hotel by ensuring effective and fair rota’s and using labour scheduling where available.
• To complete departmental forecasts on a weekly basis and review actual against target/potential and suggest reasons for variances.
• To have a thorough understanding of the Oracle system and use it to its full potential on a daily basis covering such areas as I Procurement, Expenses, Payroll and HR.
• To adhere to the Marriott Brand Standards at all times within your department.