Marriott
Front Desk Associate (Guest Experience Expert) - St. Pancras London Autograph Collection
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POSITION SUMMARY
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build an experience that is memorable and unique. Our Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Experience Expert makes transactions feel like part of the experience. 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, maintaining confidentiality, protecting company assets, upholding quality standards, and ensuring your uniform, personal appearance, and communications are professional. Doing all these things well (and other reasonable job duties as requested) is critical for Guest Experience Experts – to get it right for our guests and our business each and every time.
Guest Relations
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Assist other employees to ensure proper coverage and prompt guest service.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
- Thank guests with genuine appreciation and provide a fond farewell.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Stay up-to-date on the local area so that you are prepared to provide specific recommendations for guests.
- Communicate recommendations in a way that builds excitement and interest among guests and associates.
- Perform other reasonable duties as requested.
Guest Services
- Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.
- Contact appropriate individual or department (e.g., Guest Arrival, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
VIP/Concierge Services
- Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
- Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
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Check-in/Check-out
- Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
- Organize and coordinate check-in/pre-registration procedures for arriving groups.
- Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
- Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
- Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
- Sell a room/accommodation to guests without reservations based on availability.
- Verify and adjust billing for guests.
Cash Handling
- Process all payment types such as room charges, cash, checks, debit or credit.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Count bank at end of shift and secure bank.
- Balance and drop receipts according to Accounting specifications.
- Obtain manual authorizations and follow all Accounting procedures when computer system is down.
- Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
- Be trained and be able to process reservations admin such as routing, billing, Travel Agent processing, room rate uploading and all Marriott Bonvoy redemption processes.
- Adhere to the hotel credit policies and cash handling procedures at all times.
- Follow the requirements and tasks as defined in EMEA Front Desk Cashiering SOP.
- Comply with requirements of the Marriott Cashiering Responsibilities/Petty Cash Fund and Cashier Overage/Shortage SOPs.
- Should a guest wish paying by cash the request must be accommodated even if department operates “float free” environment and cannot be refused.
- Associate accepting the cash should determine the value of change required to be given to guest and then take cash to the Glory Cash Machine and use the exchange function to obtain the right amount of change needed to give to the guest.
- Associate in Opera make necessary cash payment posting for value of cash deposited in Glory Cash Machine to system, and physically provide change to guest along with final invoice/folio/bill.
- Remainder of cash takings is to be dropped immediately in Glory Cash Machine under cashier log in after the cash transaction is recorded in the Opera system.
- Comply with all cashiering polices as set by the company.
Reports/Recordkeeping
- Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
- Run credit card authorization report and check for discrepancies.
- Review shift logs/daily memo books and document pertinent information in logbooks in the absence of a departmental Supervisor.
- Print contingency lists to have a record of all guests in case of emergency.
Communications
- Provides assistance to co-workers, ensuring they understand their tasks.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Instruct guests on how to access the internet (e.g., dial-up, broadband, wireless).
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
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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.
- Handle sensitive issues with guests with tact, respect, diplomacy, and confidentiality.
Policies and Procedures
- Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Protect the privacy and security of guests and co-workers.
- Follow all company and department policies and procedures.
- Perform other duties as assigned to meet business needs.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Safety and Security
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Maintain awareness of undesirable persons on property premises.
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Your Key Measures for this role
- TripAdvisor
- Brand Standard Audit
- Specific Guest Voice Navigator questions
You Know You’re Doing a Great Job When
- Achieves a minimum of a P rating in annual performance review.
- Is being recognized by guests for extraordinary hospitality and product knowledge.
- Guest Voice & TripAdvisor scores are improving.
- Navigator and BSA requirements are passed with 100% compliance.
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.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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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