Guest Experience Supervisor-Sheraton Heathrow Hotel

POSITION SUMMARY

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. And you’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family. When you bring your natural talents and passion for customer services, we welcome you into our family. No matter your specialty or working background, we offer great rewards and opportunities to improve your skills. In this position you will work closely with a team of inspired professionals who encourage and invite your contributions.

Perks you deserve

We’ll support you in and out of the workplace by offering:

• Competitive rate of pay £28,600.00 p/a + overtime


• Upsells and guest referral incentives uncapped!


• Complimentary car park - worth up to 1,300.00 p/a


• Complimentary uniforms/free dry cleaning - worth up to 1,000.00 p/a


• Dental and Eye care benefits worth up to 1,000.00 p/a


• Paid meal break and free meals on duty 


• Team-spirited co-workers


• Encouraging management


• Wellbeing programs


• Learning and development opportunities


• Discounts on hotel rooms, gift shop items, food and beverage


• Recognition programs


• Inspiring career mentors


• Friendly a vibrant team atmosphere


• Graduate programs (subject to eligibility)


• Network of inspiring business leaders that support development and endless opportunities


• Travel the world with the #1 leader in hospitality (Global Transfers)

The impact you’ll make

First impressions are everything. And you’ll set the tone for every guest’s stay. With a genuinely warm welcome, you’ll be ready with answers to any questions and happy to offer information about hotel services, facilities and the local area. Anything to help make their visit that bit more special. And, creating the smoothest check-out experience, you’ll make sure they leave us happy too.

What you’ll do

• Process guest check-ins, assigning rooms and activating room keys


• Co-ordinate with Housekeeping to track readiness of rooms for check-in and report any guest concerns


• Support training and development, fostering a positive and collaborative work environment. 


• Embrace company policies and safety protocols, always maintaining professionalism and discretion.


• Answer, respond to and process all guest calls, messages, questions or concerns


• Give guests information and directions regarding property and local areas of interest


• Process check-outs and resolving any disputed charges


• Process payments and room charges, as well as cashing guests’ personal and traveller’s cheques


• Act as a role model, motivating and mentoring team members. Train employees on core values, job responsibilities, and service excellence. Ensure timely task completion and encourage teamwork. Recognize and support staff contributions.


• Report any security concerns or thefts. Follow emergency procedures and maintain a safe work environment. Identify and address unsafe conditions.


• Confirm reservations and cancellations, running daily reports on the number of arrivals and departures


• Maintain detailed shift logs and reports for arrivals, departures, and special requests. Complete cashiering tasks and contingency lists for emergencies.


• Uphold high service standards and monitor team performance for quality assurance. Contribute to enhancing guest and employee satisfaction.

What we’re looking for

• A warm, people-oriented demeanor


• A team-first attitude


• Positive outlook and outgoing personality


• Flexibility, problem-solving skills and multi-tasking ability


• The ability to stand, sit or walk for extended periods of time across a work shift

You’re welcomed here

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.