Casual Night Manager - London Marriott Hotel Canary Wharf

POSITION SUMMARY

To supervise all night staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that Front Desk operations is working in a professional manner at all times. Will perform Front Desk clerk and cashier responsibilities and duties when assigned. No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Ensure adherence to quality expectations and standards, develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager. Perform other reasonable job duties as requested by Management.

SPECIFIC DUTIES

• Responsible for the efficient and professional running of the Front Desk, including relationships with other departments

• Perform manager on duty activities. 

• Ensure accurate audit of all deskwork and transactions from the day. 

• Assist Night Guest Experience Experts with any issues. 

• Ensure smooth check-in and check-out of all guests, through properly handling guest accounts. 

• Deal with any guest requests and problems and satisfy their needs within acceptable guidelines. 

• Be prepared to perform all front desk functions, including AYS, Business Centre, Executive Apartments and Guest Relations. 

• Be highly familiar and adhere to all policies, procedures and standards.

• Assist all associates with questions, problems which might occur. 

• Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments. 

• Act empowered and uses TQM tools and guidelines - also empower all associates to provide an outstanding service by using their empowerment guidelines. 

 Be a problem seeker and solver. 

• Ensure that work area is always clean, neat and organized. 

• Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate. 

• Ensure that all supplies are well maintained. 

• Bank out cashiers at the end of each shift according to the blind drop procedure. 

• Review discrepant rooms regularly.

• Ensure that all Elite guests, VIP guests and repeat guests are identified; recognized pre-blocked and special treatment is brought to the room. 

• Review credit report and take appropriate action to resolve all problems.

 • Complete work or special projects as assigned and make sure to meet due dates. 

• Work together with staff on the same level, train and retrain on technical skills and communication skills. 

• Know how to hire, train and develop staff.

GENERAL DUTIES

• Smile and maintain a positive atmosphere within the area 

• Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel. 

• Check the information board, daily event sheet, be up to date and informed about daily operations. 

• Check with your immediate leader for additional information. 

• Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments. 

• Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc. 

• Develop knowledge about frequent guests and their special requests and needs. 

• Also be familiar with cultural differences in order to meet all different customer needs. 

• Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can. 

• Be knowledgeable about etiquette and protocols.

 • Be familiar with all emergency plans and be able to act upon them. 

• Have a good knowledge about the city and the environment. 

• Report any unusual occurrences immediately to the AFOM and FOM. 

• Have a thorough knowledge of TQM principles and empowerment. 

• At all times strive to represent Marriott in the most professional, courteous manner

Working with Others 

• Support all co-workers and treat them with dignity and respect. 

• Develop and maintain positive and productive working relationships with other employees and departments. 

• Exchange information with other employees using electronic devices (e.g., earpieces, two-way radios, email, DECT Phones). 

Safety and Security 

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. 

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. 

•Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

•Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS). Follow further local Training requirements & Guidance. 

•Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. 

• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines. 

• Complete appropriate safety training and certifications to perform work tasks. 

Policies and Procedures 

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 

• Follow company and department policies and procedures. 

• Perform other reasonable job duties as requested by Supervisors. 

Other 

• Performs other related tasks as assigned by management. 

• Complies with Marriott International Hotels Limited Regional Office policies and procedures. 

• The above description is not being regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature. May be added on a temporary basis as and when appropriate.

PREFERRED QUALIFICATIONS

Education: High School Diploma or equivalent preferred 

Related Work Experience:  2 years in similar role preferred 

Supervisory Experience: Supervisory experience is preferred