Marriott
Casual Night Manager - London Marriott Hotel Canary Wharf
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Position Summary
To supervise all night staff to ensure that they are adhering to all hotel policies, procedures, regulations, and standards, while striving towards total guest satisfaction. To ensure that Front Desk operations are working in a professional manner at all times. Will perform Front Desk clerk and cashier responsibilities and duties when assigned. No matter what position you are in, there are a few things that are critical to success – creating a safe workplace, following company policies and procedures, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Ensure adherence to quality expectations and standards, develop and maintain positive working relationships with other employees and departments, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Report accidents, injuries, and unsafe work conditions to manager. Perform other reasonable job duties as requested by Management.
Specific Duties
- Responsible for the efficient and professional running of the Front Desk, including relationships with other departments
- Perform manager on duty activities.
- Ensure accurate audit of all deskwork and transactions from the day.
- Assist Night Guest Experience Experts with any issues.
- Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
- Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
- Be prepared to perform all front desk functions, including AYS, Business Centre, Executive Apartments, and Guest Relations.
- Be highly familiar and adhere to all policies, procedures, and standards.
- Assist all associates with questions, problems which might occur.
- Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
- Act empowered and use TQM tools and guidelines - also empower all associates to provide an outstanding service by using their empowerment guidelines.
- Be a problem seeker and solver.
- Ensure that work area is always clean, neat, and organized.
- Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.
- Ensure that all supplies are well maintained.
- Bank out cashiers at the end of each shift according to the blind drop procedure.
- Review discrepant rooms regularly.
- Ensure that all Elite guests, VIP guests, and repeat guests are identified; recognized pre-blocked and special treatment is brought to the room.
- Review credit report and take appropriate action to resolve all problems.
- Complete work or special projects as assigned and make sure to meet due dates.
- Work together with staff on the same level, train and retrain on technical skills and communication skills.
- Know how to hire, train, and develop staff.
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General Duties
- Smile and maintain a positive atmosphere within the area
- Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel.
- Check the information board, daily event sheet, be up to date and informed about daily operations.
- Check with your immediate leader for additional information.
- Have knowledge about sales strategy, packages, promotions, discounts, and know how to handle these and how they relate to other departments.
- Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
- Develop knowledge about frequent guests and their special requests and needs.
- Also be familiar with cultural differences in order to meet all different customer needs.
- Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can.
- Be knowledgeable about etiquette and protocols.
- Be familiar with all emergency plans and be able to act upon them.
- Have a good knowledge about the city and the environment.
- Report any unusual occurrences immediately to the AFOM and FOM.
- Have a thorough knowledge of TQM principles and empowerment.
- At all times strive to represent Marriott in the most professional, courteous manner
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Exchange information with other employees using electronic devices (e.g., earpieces, two-way radios, email, DECT Phones).
Safety and Security
- Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
- Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS). Follow further local Training requirements & Guidance.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Follow company and department policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
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Other
- Performs other related tasks as assigned by management.
- Complies with Marriott International Hotels Limited Regional Office policies and procedures.
- The above description is not being regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature. May be added on a temporary basis as and when appropriate.
Preferred Qualifications
Education: High School Diploma or equivalent preferred
Related Work Experience: 2 years in a similar role preferred
Supervisory Experience: Supervisory experience is preferred
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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