Overview
Assist all guests efficiently, professionally, courteously and with enthusiasm, in all areas of the hotel. Have a thorough knowledge of all standards and procedures required at the Front Office. Maintain Renaissance's high standards of service and hospitality at all times.
Candidate Profile
Experience
* Previous front desk experience in a hotel
Skills and Knowledge
* Excellent communication skills (verbal, listening, writing)
* Good time management and organisational skills
Education or Certification
* Leaving cert
Business Results
Balanced Scorecard Results: Supports and conducts activities to drive financial results, guest satisfaction, human capital index and market share.
* Operations: Assists in the daily operational duties of the Front Office. Ensures compliance with Marriott Operating Standards to maintain brand integrity.
* Guest Satisfaction: Strives to meet or exceed customer expectations.
* Human Resources: Assists in maintaining the Marriott culture.
* Financial Management: Assists as needed in managing the Front Office function operating budget and capital expenditure budget to achieve or exceed budget expectations.
Technical Expertise (Learning and Applying Personal Expertise)
The following are specific responsibilities and contributions critical to the successful performance of the position:
Operations/Property Management
Instrumental in Inviting Sense of Arrival compliance to LSOP
* Ensure radio/ear piece unit is clean, charged & functional and on your person per LSOP
* Ensure Service Standards are being delivered consistently.
* Attend 15 Minutes of Training on every day/shift (including weekends) worked, ensure clear understanding and how to deliver to our guests. Sign off on training sheet.
* Consistently utilise the Guest Response programme (ESPRESSO use) and attend all relevant training (upgrades, new functionalities etc.,)
* I am on Stage Basic 16 always look your best, in the correct uniform, compliant with the uniform and grooming policy and have Savvy BASICS card - maintain professional image always.
* Lead by example in always using the correct standard and LSOP for answering the telephone.
* Be aware of the Brand Standards and ensure you are delivering compliant service.
* Promote awareness of health and safety within the department for fellow associates and guests.
* At all times strive to represent Marriott/Renaissance in the most professional, courteous and efficient manner possible.
* Adhere to all company policies and procedures.
* Ensure the immaculate cleanliness and neatness of the Front Desk, Back Office and extended Lobby area up to and including the Front doors and sidewalk.
* Ensure you can speak about The Shelbourne History - have your history sheet with you at all times.
* Prepare yourself for the night shift by ensuring that you are aware of all information by attending the handover and actively take part, read the memo folder etc.,
* Be aware of the selling strategy.
* Due to the nature of our business, you must understand and appreciate that work schedules and demands of the position will vary from time to time.
* Perform any reasonable task as requested by management.
* Understand the hotels Fire/Bomb/Medical and General Safety procedures. Undergo training quarterly and as required.
* Have thorough knowledge of Marsha, Fidelio Opera, MICROS and all other systems. Know who to report problems to, and how to action crash procedures, especially during the night shift.
* Actively participate in GSS, Marriott Rewards, Repeat guests and Long Stay guests. Liaise with the GRM with regards to VIPs and any special procedures which may be necessary to Front Office.
* Have a thorough understanding of Accounting procedures/principles and how they relate to the Night Audit.
* Ensure your float is out whilst on duty and that it is secured at all times.
* Carry out cashier transactions as per the standards expected and laid out in the LSOPs.
* Work with the team on Front Office to complete the tasks for the night covered on the Front Office checklist.
* Handle any guests problems or complaints in an understanding and hospitable manner. Resolve through the LEARN process. Strive to achieve single contact resolution for our guests.
* Strive to exceed Marriott Rewards scouting, Room upselling and Rooming goals.
* Always promote the hotels' facilities!
* Always remain positive both in front of guests and among fellow associates.
* After check-in, room guests as they prefer (on the overnight shift)
* Be a mentor to new hires, support and encourage their learning
* Contribute and execute towards GSS goal(s) as outlined by Supervisor
* Actively participate in meetings, share best practices and share your ideas.
* Ensure the correct night audit functions are completed accurately and with the greatest attention to detail.
* Have thorough knowledge of the Safety Deposit Boxes LSOP
* Have great knowledge of the property, hotel staff, guest rooms (views, features, types etc.,), and surrounding area.
* Ensure knowledge of TTY equipment-how to operate and/or explain it to guests.
* Report any unusual occurrences and any concerns to Asst and/ or Night Manager and/or Loss Prevention as applicable.
* Ensure detailed follow up information is given to Asst. and/or Night Manager to be actioned at times convenient for guests.
* Be familiar with all the rate packages, programs, specials available
* Follow up on remaining arrivals, red eye arrivals, VIP arrivals etc.,
* Attention to detail in all phases of the Night Audit process, to include but not limited to, running the final, balancing the Day, preparing Express check out folios, newspaper lists for delivery, early wake up calls, in-room dining card collection, Front Desk handover sheet, security tours of the property, etc.
* Be economical. Do not print off sheets that you do not need and report if the Front Desk is low on stationary supplies
* Do not take any unnecessary breaks, and/or breaks at inconvenient times. Always ask for a Manager/Supervisor if you wish to take a break.
* Record Guest Preferences, subtle or overt, on your Guest Preferences Pad and turn into GRM box.
* Be vigilant for any suspicious persons and/or packages that arrive into the hotel and report to management (& Loss Prevention)
* Prepare and compile Daily Packet every night
* Comply with set standards of behaviour, discipline and appearance within the hotel.
* Perform related duties and special projects on Front Desk and Front Office at large as assigned
* Assist with any overnight pressing requirements as requested
* Complies with all current Marriott standard and local operating policies and procedures
Guest Satisfaction
* Sets a positive example for guest relations.
Human Resources
* Maintains superior relations with associates and responds to queries accurately and timely
Financial Management
* Assists in the financial management of the Front Office function
* Understands the impact of the Front Office operation on the overall hotel
Skills
Communication Organisation Time Management
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