JW Marriott
Assistant Night Manager - JW Marriott Grosvenor House London
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Job Number 26128894
Job Category
Rooms & Guest Services Operations
Location
86-90 Park Lane, London W1K 7TN, United Kingdom
Schedule
Full Time
Located Remotely?
N
Position Type
Non-Management
Pay Range
£35000 annual salary
Job Summary
The Assistant Night Manager is to ensure the smooth running of the hotel during the night shift, providing support and assistance where needed, prioritizing guests’ needs and most importantly, the safety and security of the hotel building, guests, and associates.
CANDIDATE PROFILE
Experience
- A thorough understanding of Front Office operations preferred.
- Previous experience working in busy, high volume, city center property preferred.
- Experience managing a team.
Skills and Knowledge
- Strong communication skills (verbal, listening, writing)
- Technical knowledge - Comprehensive knowledge of front desk operational procedures and knowledge of operating principles of other departments i.e. maintenance, food and beverage, loss prevention, event management).
- Personable and people-orientated demeanor.
- Effective coaching, negotiation and influencing skills.
- Creative and innovative problem-solving and decision-making skills.
- Planning and organizational skills.
- Change management – ability to support, manage and initiate change.
- Adaptability, and flexibility.
- Maintain a high level of integrity.
- Strong business acumen and focus on results.
- Strong leadership skills.
- Ability to multi-task and handle stress.
SPECIFIC TASKS
- Monitoring Property Operations
- Maintain a safe and secure environment for customers, staff and visitors.
- Check that all fire doors and escape routes are clear and, if necessary, support loss prevention with the patrol of the building as directed by management.
- In the event of a fire alarm activation, adhere to statutory procedures and communicate with guests, staff, and the oncoming shifts at the highest level possible.
- Assist the Front Office Manager in maintaining a consistent level of service delivered by the Front Desk team at all times. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Foster an environment and create a culture that provides services that are above and beyond for customer satisfaction and retention.
- Oversee the smooth and efficient operation of the entire hotel during the night.
- Greeting and checking in/out of guests to highest standards always assuring guest satisfaction.
- Dealing with overbooking situations and the relocation of guests with minimal impact on revenue and guest satisfaction.
- Handling guest complaints as Manager on Duty finding the best solution for both the guests and the hotel. Use the LEARN model and seek assistance with senior leadership if required. Represent the Executive Team during its absence overnight.
- Support with controlling high volumes of guests following large functions and events, assuring smooth operations and carriages.
- Assuring compliance with statutory requirements such as Health and Safety, Food Hygiene, Fire Prevention, Licensing and Employment Law.
- Equipment is maintained in a clean working condition. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Assist with show rounds when required.
- Regular walk through of the hotel to check cleanliness, staffing and safety.
- Oversee of night housekeeping associates maintaining highest level of cleanliness.
- Update the Hotel and General Manager about nightly operations and challenges, assuring full follow up with all relevant departments.
- All equipment is operated in line with the trained instruction.
- Familiar with all Hotel Facilities and times of operation.
- Aware of all current hotel events. Coordinate and communicate the closing times for those events.
- Handle all booking enquiries in a professional manner and use them as a sales opportunity; be aware of the Hotel availability and input and amend reservations as required.
- Handle requests for confirmation, cancellation and amendment of bookings accurately.
- Familiar with the procedures for walk-ins and guests for whom no trace of bookings exists.
- Take responsibility for decision making in the event of fire evacuations or bomb threats.
- Update guest information and liaise with all other departments daily.
- Assist colleagues in their duties with all urgent enquiries to ensure full satisfaction of a guest.
- Support in dealing with difficult situations that may arise.
- Liaise with the Loss Prevention Team during nights in challenging situations.
- Lead the nightly shift brief, ensure service information is shared with colleagues.
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Supporting Profitability and Revenue Goals
- 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. Assists Front Office Manager with driving this.
- Ensures all employees are adhering to proper cash handling procedures and monitors overage/shortages.
- Manages employee hours to make sure both operational goals and profitability goals are met.
- Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.
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Supporting Human Resources Activities
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Ensures employees are treated fairly and equitably.
- Administers the performance appraisal process for direct reports.
- Interviews and hires hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross trained to support successful daily operations.
- Communicates performance expectations in accordance with job descriptions for each position.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts. Participates in an on-going associate recognition program.
SAFETY AND SECURITY
- Promote and champion awareness of health and safety. For example, fire alert points, exits, fire extinguishers, trip hazards, etc.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment for other team members and guests.
- Adhere to COSHH safety standards and champion the safe and correct use of chemicals throughout the department, wearing the relevant PPE when required.
- Maintain the highest level of cleanliness. To ‘clean as you go’ to ensure a clean and tidy work area.
- Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
- Employ correct lifting procedures to avoid injury.
- Complete safety training and certifications.
- Protect the privacy and security of co-workers and guests, maintaining confidentiality of proprietary materials and information.
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Other
- Carry out any other duty/function that may be assigned by Front Office Manager or Executive Committee member.
- Maintain a high standard of grooming, hygiene, and uniform standards ensuring that your name badge is worn.
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Comply with Marriott International Hotels Limited regional office and hotel policies and procedures.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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