Reception Supervisor - 10.60 per hour - West Midlands

Reception Supervisor - 10.60 per hour - West Midlands

Job Number 22114374
Job Category Administrative
Location Forest of Arden Marriott Hotel & Country Club, Maxstoke Lane, Birmingham, WARWICKSHIRE, United Kingdom
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

The Forest of Arden Marriott Hotel offers its associates a competitive salary, gym membership, staff meals, car parking and generous global hotel discounts for you, your friends and family. An exciting opportunity is available to start your Marriott journey in our Kitchen team at this four star hotel where you can receive long term development and career opportunities. The Forest of Arden is part of an exclusive collection of Marriott country clubs and is located in the heart of the West Midlands, located between Solihull and Coventry with easy access to the M6, M42 and M40, just four miles from Birmingham NEC, Airport and International Train Station. Facilities of the Forest of Arden include our AA rosette-awarded restaurant, Cast Iron Bar and Grill, two golf courses including our championship Arden course, a driving range and the Golf academy.  There is our relaxing Spa with 8 treatment rooms, outdoor tennis courts and a fully equipped fitness centre

JOB SUMMARY                                                                               

To ensure the highest level of service is delivered to all guests.  To ensure that standards are maintained and improved where possible.  The jobholder must be fully conversant with company policies and procedures and ensure that these are adhered to.  To actively contribute to achieving the targets set for the Front Office balanced scorecard, people balanced scorecard.  To ensure all training is carried out on a timely basis and that Guest Satisfaction targets are met and exceeded

SCOPE / BUSINESS CONTEXT

• A Full Time/Part Time position based at the Marriott Forest of Arden Hotel and Country Club

• Number of Direct Reports - ??
• Titles of Direct Reports - Front Office Shift Leaders and Front Office Associates

CANDIDATE PROFILE

Experience:

• Previous experience working within a Front Office hotel environment preferred

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Innovative
• Pro-active and reliable
• Able to work alone and within a team
• Directly responsible for supervision Of staff, GSS/AOS
• Maximise revenue
• Controls and monitors discounts
• Maintaining Brand Standards          
• Hotel Credit Policy
• Maintaining Hotel Company
• Control Front Office floats on a shift basis as per policy and  procedure
• Standards.                                                 
• Training.
• Customer Focus
• Developing People
• Business Awareness
• Commitment
• Planning
• Continuous Learning

Education or Certification

• Good level of English essential

Leadership Competencies

Technical Expertise

• Performs all technical/procedural requirements of the job
• Demonstrates understanding of how a department and/or property operates
• Promotes safety and security of co-workers

Focusing on Customer

• Actively listens and asks questions of customers to assess the level of satisfaction with the service being provided and to prevent problems from occurring
• Regularly monitors customer satisfaction and takes personal responsibility to ensure it
• Proactively demonstrates hospitality in all customer interactions
• Follows through on customer inquiries, requests and complaints
• Takes personal responsibility for correcting customer service problems
• Corrects problems promptly and undefensively

Organizational Learner

• Acts independently to improve and increase skills and knowledge
• Demonstrates an awareness of personal strengths and areas for improvement
• Seeks feedback from others on performance and modifies behavior as appropriate
• Keeps up-to-date on available resources that can help to better serve customers' needs and to improve organizational performance
• Shares learnings, innovations, and best practices with associates
• Is willing to learn from others

Developing Others

• Uses appropriate Marriott interviewing tools to ensure hiring decisions are based on the candidate's job-related skills and competency
• Gives timely and specific performance feedback to associates
• Takes time to assist associates and to provide specific, detailed follow-up

Fostering Teamwork and Relationships

• Considers the impact of personal /departmental actions on other parts of the organization/property
• Expresses concern for treating people fairly and respectfully
• Supports and acts in accordance with team decisions, even when such decisions may not entirely reflect one's own opinion.
• Works to meet goals in a manner that does not disadvantage other associates or groups
• Solicits and uses other associates' ideas and opinions to resolve issues

Managing Work Execution

• Helps and supports associates in solving problems and accomplishing work objectives
• Approaches own work with a sense of urgency and purpose
• Ensures that desired results are achieved in the most efficient manner while maintaining or improving the quality of service
• Allocates time and resources effectively when faced with competing demands
• Tracks activities in progress and/or completed activities to ensure stated objectives are accomplished
• Tries new approaches to overcome obstacles or to accomplish challenging objectives
• Anticipates potential obstacles and develops contingency plans to overcome them

Managing Change

• Seeks full understanding of new procedures or methods resulting from change
• Understands and communicates reasons for change
• Understands and communicates reasons for change
• Shows willingness to learn new methods, procedures, techniques, or systems resulting from departmental or organizational-wide change
• Takes action to make changes work rather than only identifying why changes won't work
• Sees change as an opportunity rather than a problem

Leading

• Demonstrates commitment to the organization and its vision, mission, and associates
• Establishes measurable and achievable expectations of results
• Holds self and other associates accountable for achieving results
• Makes decisions and commits to a course of action with information available
• Addresses conflicts in a timely manner
• Takes action to motivate associates toward achieving goals and objectives

Communicating Openly

• Asks questions as necessary to clarify the message
• Encourages others to share their points of view
• Openly and accurately reports errors, mistakes, and unintended outcomes without rationalizing them
• Actively listens and responds to associates
• Shares relevant, timely information to help others understand and support business objectives
• Speaks clearly and articulately with individuals and groups
• Delivers constructive feedback with sensitivity to others' feelings
• Facilitates group discussions
• Prepares and delivers presentations tailored to the audience
• Writes memoranda, letters, etc. that are clear and effective with few, if any, spelling or grammatical errors

SPECIFIC DUTIES 

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

Maintains the Marriott Company SOP's including Brand Standard Audit criteria ensuring standards are achieved and maintained

Maximises hotel revenue by up selling, following yield strategy and following overbooking guidelines and liaising with reservations on a daily basis.  To maixmise revenue by working with the Night Manager to achieve 100% occupancy where possible, maintaining an accurate record of walked guests

To support the Front Office Manager by following the Hotel Cost Tracker procedures when placing orders

Has a thorough understanding of Marriott Rewards, Club Marquis, frequent flyer and Marriott preferred member program and carries out the necessary training within the Front Office department

Actively works toward achieving Green Zone in all areas of Department Balanced Scorecard

Ensures associates are trained to the company standard, including In the Beginning induction program, New Hire 90 day training, 15 minute short takes, Passports to statutory Fire, Health & Safety and any other training deemed necessary, ensuring the Brand Standards are adhered to, actively working towards achieving Green Zone in all areas of Department People Balanced Scorecard

Promotes Passports to Success within the Front Office, continually working towards the monthly HR balance-score card

Supports the company external training verification processes to ensure targets are met.

Credit Management: Is fully conversant with hotel credit policy and ensures it is strictly adhered to ensuring minimal losses to the company.  Is responsible for daily management of the guest ledger.

Is responsible for all group check ins as per the LSOP

Consider Guest Satisfaction in controlling room allocations, ensuring, where possible, the guest's receive their preferred room type and that room type allocation is carried out prior to the guest arrival.

To liaise with other departments and systems support with regard to front office systems i.e. Marsha, Fidelio, Mitel, Vingcard and any other related systems.

Maintains regular checks on all operational areas and to be visible in guest areas

Can carry out all related duties of a Reception Shift Leader, Front Office Associate, Switchboard Operator, Night Audit and Duty Management for all areas

Ensures stock levels of inventory necessary for front office operation are kept within set guidelines.

Has a comprehensive knowledge of the hotels facilities and any promotions taking place so as to offer information to guests, ensuring these are communicated to the associates

Ensures staff are made aware of Health and Safety guidelines so as to ensure safe working practices.

Communicates clearly and effectively using established channels to ensure interdepartmental communication is maintained.

Ensures the Front Office handover takes place on all shift change overs

Effective rostering of staff in line with business levels using Labour Scheduling Tool to meet Cost per Room sold targets.  This should be done in co-operation with the Front Office Manager / Assistant Front Office Manager

In the absence of the Front Office manager / Assistant Front Office Manager resumes control of the Front Office Department

Is conscious/aware of hotel security. 

Is fully aware of emergency procedures and can co-ordinate hotel evacuation in the event of an emergency.

All Marriott Policies on Cash, Key and all Controls are adhered to and followed consistently.

OTHER

• Performs other related tasks as assigned by management.
• Complies with Marriott International Hotels Limited Regional Office policies and procedures.
• Working hours as required to do your job but normally not less than 40 hours per week.

 

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.