Aloft Hotels
Guest Experience Supervisor
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Job Information
Job Number: 26092991
Job Category: Rooms & Guest Services Operations
Location: One Eastern Gateway Royal Victoria Dock, London, London, United Kingdom, E16 1FR
Schedule: Full Time
Located Remotely? No
Position Type: Non-Management
Job Responsibilities
- Process all guest check-ins, verify their identity, payment method, assign them a room, deliver and activate room keys.
- Open accurate accounts for each guest according to their requirements.
- Enter information about the Marriott Rewards points program.
- Ensure that rates comply with market standards and document any exceptions that arise.
- Obtain payments before delivering room keys and verify or adjust billing.
- Collect and review daily reports, records, and contingency lists.
- Complete cashier and closing reports.
- Provide directions and information to guests on how to reach destinations and offer information about the hotel.
- Respond to guest requests by contacting the appropriate staff if necessary.
- Follow up to ensure that requests have been addressed.
- Process all means of payment, vouchers, disbursements, and expenses.
- Balance and deliver receipts.
- Count and secure the cash drawer at the start and end of the shift.
- Obtain manual authorizations and comply with all Accounting procedures.
- Notify Loss Prevention or Security of any theft reports filed by a guest.
- Assist management in training, evaluating, advising, motivating, and training employees and serve as an example and first point of contact for the "Fair Treatment Guarantee and Open Door Policy" process.
- Cultivate and maintain positive working relationships, support the team to achieve common goals, and listen and respond appropriately to employee concerns.
- Comply with all company policies and procedures; report accidents, injuries, and unsafe working conditions to the manager; ensure that the uniform and personal appearance are neat and professional; maintain the confidentiality of proprietary information and protect company property.
- Receive and greet guests according to company standards, anticipate their service needs and address them, assist people with disabilities, and thank guests with genuine appreciation.
- Speak using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using the appropriate protocol.
- Ensure compliance with quality standards.
- Enter and locate information using computers or point of sale (POS) systems.
- Stand, sit, or walk for extended periods of time.
- Move, lift, transport, push, pull, and position objects weighing 10 pounds or less without assistance.
- Perform other reasonable job duties as requested by supervisors.
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Desired Qualifications
- Education: High school diploma or equivalent certificate from a General Education Development program.
- Related Work Experience: At least 1 year of related work experience.
- Supervisory Experience: At least 1 year of supervisory experience.
- License or Certification: None
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Company Commitment
At Marriott International, we are committed to offering equal opportunities, making everyone feel welcome, and facilitating access to job opportunities. We actively promote an environment where the diversity of our associates' backgrounds is valued and celebrated. Our greatest strength lies in the exquisite fusion of cultures, talents, and experiences of our associates. We are committed to not discriminating on the basis of disability, veteran status, or other characteristics protected by current legislation.
At Aloft, we are not your typical hotel, but we are not complicated either. Our goal is to be the base and starting point for guests. Whether they are out walking the dog and returning for a drink, ending a day full of meetings with colleagues, or in town to see family, friends, or their favorite group, we offer a connection point with others and the surrounding area with modern design and a lot of personality. We are looking for confident and self-assured people who are not afraid to step out of the ordinary. If you are excited by the possibility of connecting with others, Aloft Hotels is ideal for you. By joining Aloft Hotels, you join a portfolio of brands with Marriott International. You will be where you can do your best work, start fulfilling your purpose, be part of an incredible global team, and become your best self.
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