Assistant Manager Front Office/Duty Manager - London Posting Date
Jun 04, 2021Job Number
Rooms & Guest Services OperationsLocation
Sheraton Grand London Park Lane, Piccadilly, London, London, United Kingdom Brand
Sheraton Hotels & ResortsSchedule
At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another - and are driven to make things better. We love what we do, and we give it all we've got - on property and off. When guests stay with us, it's not just a room with a bed that they're buying. It's an experience. We're looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.
Connecting you with your role:
Serves as the property Manager on Duty and directs all property operations during the overnight shift in compliance with all Health & Safety requirements.
Ensures that the highest levels of hospitality and service are provided during the shift.
Represents property management in resolving any guest or property related situation.
Monitors and ensures compliance with all Guidelines to Operations.
Monitor room type booking levels and ensure the appropriate allocation of rooms for arrivals as well as communicating on room upgrades to the reception team.
Ensure optimum occupancy and average rate for the purpose of maximizing revenues.
Report any faults or issues guests have risen to the relevant departments.
Be fully conversant with all Front Office departmental procedures.
Ensure all Front Desk tasks are complete in a timely manner and supervisors follow procedures as required according to SOPs.
Ensure all brand standards are being followed by the Front Desk Agents and Supervisors.
Exhibits behavioral styles that convey confidence and command respect from others, makes a good first impression and represents the company in alignment with its values.
Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
DUTY MANAGER/ AFOM
The technical part requires delivery on the following:
Being familiar with all the applications, which contribute to a good execution of the shift such as GXP, Opera, Marsha, Mobile panel etc.
Work closely with VIP lead/Rooms Controller/Supervisors to manage room allocations and guests' requests in cooperation with Housekeeping department.
Being able to execute daily operations such as check in, check out and billing in order to support the colleagues at the desk and successfully conduct tasks
according to checklists.
Regularly review room availability situations together with Housekeeping.
Respond to all incoming emails in the Duty Manager account in a timely manner.
Lead Front Office goals and encourage the team to exceed those.
Knowledge of the operating principles and practices of all brand/hotel- specific functions to support successful operations of the overall property.
Knowledge of overall hotel operations is essential for this role.
Knowledge of the property, its configuration, its history is important to understand room allocations.
Knowledge of full Front Office procedures at supervisory level is expected (training will be provided).
Knowledge of room types and room rates (training will be provided).
Be familiar with Fire, Emergency and Bomb threat evacuation procedures and serve as the liaison point in case of emergencies.
Be informed of all relevant matters at all times enabling them to take correct action where necessary.
Conduct handover briefings to ensure smooth flow of communication between shifts.
Ensure new SOPs, standards and processes are communicated and followed through on a daily basis.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Be familiar with all in-house VIP's, regular and long stay guests.
Handle promptly and courteously all guest comments, complaints, requests or inquiries, by assuring appropriate action is taken until guest satisfaction has been met and exceeded.
Create and maintain a personal and respectful rapport with regular guests.
Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.
Ensure guest privacy and security, respecting confidential information.
Enliven Great to Grand service value and exceed guest experiences.
Working with others:
Work as a strong and committed team member and colleague, as well as proactively nurturing interdepartmental and intra-departmental relationships.
Participate and support managers, supervisors and associates providing feedback as needed.
Assist in training of colleagues ensuring that they have the necessary skills to perform their duties with maximum efficiency and productivity using all available on the job training tools.
Ensure that the highest standards of personal hygiene are maintained.
Work closely with Front Office Manager to build a strong unified team.
Solicit employee feedback, utilize an "open door policy" and review employee satisfaction results to identify and address employee problems or concerns.
Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Conduct annual performance appraisal with direct reports according to Standard Operating Procedures.
Provide guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Interact with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Evaluate and adapt the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Attend meetings as required.
Represent Front Office Manager upon his absence on meetings and undertake additional duties when required.
Manage Guest Service Agents and Supervisors on a daily basis, supervise their job performance and duties and ensure maximum guest satisfaction is achieved at all times.
Ensure professional working relationship with all departments of the hotel as main contact person for the daily operation of the Front Office department.
Liaise with maintenance and housekeeping on all matters that may concern them.
Liaise with accounts and reservations on any matters that arise.
Ensure employees are working in a safe environment.
Manage employee hours, monitors employee attendance and record absences/tardiness.
Direct, monitor and assist all overnight staff.
Help direct supervisors to achieve their own development goals.
Encourages employee relations through gifts, parties, outings and promotes teamwork and employee morale.
Lead and participate as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
Set high standards of performance for self and/or others; assumes responsibility for work objectives; initiate, focus, and monitor the efforts of self and/or others toward the accomplishment goals; proactively take action and goes beyond what is required.
Gather information and resources required to set a plan of action for self and/or others; prioritizes and arrange work requirements for self and/or others to accomplish goals and ensure work is completed.
Customize approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
Determine how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
Perform any related duties and special projects as designated.
Bring own creativity and suggestions forward to exceed guest expectations.
Enliven the Great to Grand service culture every day and encourage fellow associates and departments to do so.
Work with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.
Understand and utilize business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
Ensure that guests receive prompt cordial attention and personal recognition.
Ensure to be groomed as specified and so as your team who you represent.
Be fully aware of all functions taking place in the hotel at any given time while on duty and to assist with show rounds.
Be fully aware and cognizant of the style of the hotel and report immediately any faults, defects to the relevant departments.
Ensures all employees are trained on specific aspects of their job and are aware of all resources to assist them in problem solving.
Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Ensures all employees have complete knowledge of emergency procedures.
Key Measures for this role:
GuestVoice (GSS) & TripAdvisor
Mobile digital services
Marriott Bonvoy targets
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.