Senior Front Office Supervisor - Lancashire

Marriott Hotels - South West & Wales
Preston, Lancashire
Competitive hourly rates of pay, leisure facilities membership, free meals whilst on duty & a global Marriott discount program
Closing date
22 Jun 2021

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Job Details

Senior Front Office Supervisor - Lancashire

Posting Date May 12, 2021
Job Number 21046359
Job Category Rooms & Guest Services Operations
Location Preston Marriott Hotel, Garstang Road, Lancashire, LANCASHIRE, 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.


Skills and Knowledge

  • Strong Communication skills (verbal, listening, writing)
  • High Standard of personal hygiene and appearance
  • Pro-active and reliable
  • Able to work alone and within a team
  • Flexible - shift pattern
  • Must be Customer Focused



The following are specific responsibilities and contributions critical to the successful performance of the position:

  1. To assist in the interview, selection and training of suitable Associates to meet Company standard, audit, product and image standards to include 12 week induction programme. Manage the disciplinary and grievance procedures.
  2. To ensure Reception rotas are written on a weekly basis, reviewed weekly to ensure service standards are met, budgets achieved, and Associate needs considered.
  3. To appraise subordinates as per the Company standard, ensuring correct development and succession planning is in place.
  4. To ensure that all standards and policies regarding security of guest valuables, Department keys, cash floats and general house security is met at all times. To cover Night Audit shifts as and when required. To act as Duty Manager as and when required.
  5. To ensure the flow of information to all relevant Departments.
  6. To hand over all relevant information to the Rooms Operations Manager.
  7. To chair, in liaison with the Rooms Operations Manager and Supervisors, a monthly Reception/Front Office meeting.
  8. To attend weekly review operations meetings and weekly Sales meeting.
  9. To ensure the smooth efficient running of Reception
  10. To deputise in the absence of the Rooms Operations Manager
  11. To ensure all the activities of the Shift Check List are actioned
  12. To ensure all information technology and other equipment is maintained to the highest working order, having an excellent systems support organisation working and all Associates fully conversant with regular use and emergency procedures
  13. To ensure the correct administration of payroll system within the Department in liaison with the Rooms Operations Manager
  14. To resolve guest complaints/queries to full satisfaction, using the Rooms Operations Manager as back-up if necessary. Ensure full follow-up procedure is carried out as required.
  15. To ensure flags and specials are actioned accordingly, and that  VIP and Executive guests are dealt with as per Company standard in liaison with Rooms Operations Manager.
  16. To know at all times present and future Hotel availability
  17. To ensure all Associates comply with Company image standards at all times and the individual Self Check Lists are completed quarterly and reconciliation sheets compiled
  18. To react to all opportunities to sell, up sell, pick up business at all times
  19. To ensure at every opportunity Front of House team are maximising all in-house sales opportunities
  20. To ensure accurate tracking of all market sectors, company sectors, company source, executive sales and Travel Agents is carried out
  21. To have a thorough knowledge of all relevant information regarding the Hotel and its activities and the location of other Marriott Hotels
  22. To attend and contribute positively to all training courses for which you are nominated
  23. To organise subordinates and ensure correct action is taken in the event of evacuation i.e. fire, bomb threat etc
  24. To be responsible for the training and re-training of subordinates and the production and use of monthly Training Plans
  25. To know and follow evacuation procedures in the event of an emergency
  26. To pursue your duties in a safe manner with due regard to the Health & Safety of yourself and your colleagues
  27. To report any defects or hazards without delay to your immediate superior and/or the Line Manager with specific Health & Safety responsibilities
  28. To ensure you do not interfere with anything provided in the interests of safety and wear any protective equipment provided
  29. To ensure full credit policies and procedures are fully understood and adhered to at all times
  30. To ensure all Associates are aware of different room rates, ensuring guidelines to ensure maximum revenue and minimum rebates
  31. To control Front Office floats and Hotel main safe
  32. To ensure full credit policies and procedures are fully understood and adhered to at all times
  33. To ensure the rebating of all internal rebates by month end, ensuring full reconciliation report is produced. Copy to Operations Manager                              
  34. To ensure all credit procedures including credit card authorisation, transax and account to company and audit requirements
  35. To ensure all Banqueting accounts are processed and checked correctly on a daily basis.
  36.  To carry our any other duties as directed by Manager
  37. Ensure floats are counted and balanced at start and end of shift and they are secure at all times. Blind Banking procedures are followed along with all local and Marriott policies and procedures.

Benefits with Marriott

Discounted Travel Stays around the Globe across our leading brands Pension Scheme (Peoples Pension & Aegon) Life Assurance Private Medical Scheme (Available to Managers and their Family) Worldclass Training (Managers receive levy funded training annually) Apprenticeship Opportunities available up to Level 7 currently Career & Development Opportunities for example Taskforce in other properties Access to Salary Extras providing discounted Benefits on various retail outlets - saving Discounts on F&B outlets where applicable Spa Discounts where applicable Access to Gym / Leisure Facilities on site Employee Assistance Programme available to you and members of your Household Wellbeing Initiatives & Associate Celebrations including annual events such as AAW, Xmas Party etc Recognition Programmes - AOM/AOQ/TOQ Service Recognition Programmes & Quarter Century Club Recommend a Friend Incentive Scheme Gratuities / Service Charge where applicable Bonus Schemes where applicable Online Store - 30% Discount on Beds, Pillows @SHOPMARRIOTT Flexible Contracts where applicable Dry Cleaning where applicable Free Uniform provided Free Parking as applicable Meals on Duty   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.
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