Front Office Shift Leader - Hertfordshire

Posting Date Jun 07, 2021
Job Number 21057341
Job Category Rooms & Guest Services Operations
Location Hanbury Manor Marriott Hotel & Country Club, Ware, Hertfordshire, HERTFORDSHIRE, 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.

HOTEL SUMMARY

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.

POSITION SUMMARY

Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Cash guests' personal checks and traveler's checks. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Assist management in training, motivating, and coaching employees; serve as a role model. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests' service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. 

Experience:

• Previous Front Office Reception experience essential.  Hotel background preferred.
• Some supervisory experience desirable

Skills and Knowledge

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

Education or Certification

• Good level of English essential.
• NVQ Level 2 (or equivalent) in hotel reception or customer service desirable
• Valid UK driver's license essential
• First Aid Certification desirable

What we can offer YOU

Competitive Salary + 28 days holiday including bank holidays increasing after each year of service to a maximum of 35 days

50% discount on Food & Beverage

30% discount on Golf & Spa retail products

Childcare Vouchers

Length of service rewards and invitations to afternoon teas

Worldwide career opportunities within Marriott hotels

Heavily discounted associate room rates for you & friends and family

Professional learning and development opportunities

Free meals on duty and free uniform

Free car parking

Annual parties, Christmas lunches, Summer BBQ's and Easter celebrations

Play Golf for free and preferential rates for family & friends

Pension scheme

Competitive car lease schemes

Extensive Marriott employee benefits

  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.