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Duty Manager


Marriott Hotels
Location: London
Job type: Permanent
Sector: Management
Category: Waiting Staff Jobs
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Posting Date Oct 15, 2018
Job Number 18002W8D
Job Category Rooms and Guest Services Operations
Location The Park Tower Knightsbridge, a Luxury Collection Hotel, London, London, Greater London VIEW ON MAP
Brand The Luxury Collection
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world’s most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

JOB
SUMMARY

Assists
the Reception Manager and ensures guest and employee satisfaction by maximizing
the financial performance of the department.

CANDIDATE
PROFILE

Education
and Experience

• High
school diploma or GED; 2 years experience in the guest services, front desk, or
related professional area.

OR

• 2-year
degree from an accredited university in Hotel and Restaurant Management,
Hospitality, Business Administration, or related major; no work experience
required.

CORE WORK
ACTIVITIES

Supporting
Management of Front Desk Team


Utilizes interpersonal and communication skills to lead, influence, and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.


Encourages and builds mutual trust, respect, and cooperation among team
members.


Managing all day-to-day operations. Understanding employee positions well
enough to perform duties in employees' absence.

• Ensures
employee recognition is taking place on all shifts.


Establishes and maintains open, collaborative relationships with employees.

Monitoring
and Supporting Progress Toward Guest Services Goals

• Manages
day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.


Develops specific goals and plans to prioritize, organize, and accomplish your
work.

• Handles
complaints, settling disputes, and resolving grievances and conflicts, or
otherwise negotiating with others.

• Strives
to improve service performance.


Collaborates with the Front Office Manager on ways to continually improve
departmental service.


Communicates a clear and consistent message regarding the Front Office goals to
produce desired results.


Participates in the development and implementation of corrective action plans
based on review of comment cards and guest satisfaction results.


Emphasizes guest satisfaction during all departmental meetings and focuses on
continuous improvement.

Ensuring
Exceptional Customer Service


Provides services that are above and beyond for customer satisfaction and
retention.


Improves service by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when needed.

• Serves
as a role model to demonstrate appropriate behaviors.

• Sets a
positive example for guest relations.


Displays outstanding hospitality skills.


Empowers employees to provide excellent customer service.


Interacts with customers on a regular basis to obtain feedback on quality of
product, service levels and overall satisfaction.


Provides feedback to employees based on observation of service behaviors.

• Handles
guest problems and complaints effectively.


Interacts with guests to obtain feedback on product quality and service levels.

Managing
Projects and Policies


Implements the customer recognition/service program, communicating and ensuring
the process.


Monitors adherence to all credit policies and procedures to reduce bad debts
and rebates.

Additional
Responsibilities


Provides information to supervisors and co-workers by telephone, in written
form, e-mail, or in person.


Analyzes information and evaluating results to choose the best solution and
solve problems.

• Informs
and/or updates the executives, the peers and the subordinates on relevant
information in a timely manner.


Participates in department meetings.

Marriott
International is an equal opportunity employer committed to hiring a diverse
workforce and sustaining an inclusive culture. Marriott International does not
discriminate on the basis of disability, veteran status or any other basis
protected under federal, state or local laws.
Posting Date Oct 15, 2018
Job Number 18002W8D
Job Category Rooms and Guest Services Operations
Location The Park Tower Knightsbridge, a Luxury Collection Hotel, London, London, Greater London VIEW ON MAP
Brand The Luxury Collection
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world’s most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

JOB
SUMMARY

Assists
the Reception Manager and ensures guest and employee satisfaction by maximizing
the financial performance of the department.

CANDIDATE
PROFILE

Education
and Experience

• High
school diploma or GED; 2 years experience in the guest services, front desk, or
related professional area.

OR

• 2-year
degree from an accredited university in Hotel and Restaurant Management,
Hospitality, Business Administration, or related major; no work experience
required.

CORE WORK
ACTIVITIES

Supporting
Management of Front Desk Team


Utilizes interpersonal and communication skills to lead, influence, and
encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.


Encourages and builds mutual trust, respect, and cooperation among team
members.


Managing all day-to-day operations. Understanding employee positions well
enough to perform duties in employees' absence.

• Ensures
employee recognition is taking place on all shifts.


Establishes and maintains open, collaborative relationships with employees.

Monitoring
and Supporting Progress Toward Guest Services Goals

• Manages
day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.


Develops specific goals and plans to prioritize, organize, and accomplish your
work.

• Handles
complaints, settling disputes, and resolving grievances and conflicts, or
otherwise negotiating with others.

• Strives
to improve service performance.


Collaborates with the Front Office Manager on ways to continually improve
departmental service.


Communicates a clear and consistent message regarding the Front Office goals to
produce desired results.


Participates in the development and implementation of corrective action plans
based on review of comment cards and guest satisfaction results.


Emphasizes guest satisfaction during all departmental meetings and focuses on
continuous improvement.

Ensuring
Exceptional Customer Service


Provides services that are above and beyond for customer satisfaction and
retention.


Improves service by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when needed.

• Serves
as a role model to demonstrate appropriate behaviors.

• Sets a
positive example for guest relations.


Displays outstanding hospitality skills.


Empowers employees to provide excellent customer service.


Interacts with customers on a regular basis to obtain feedback on quality of
product, service levels and overall satisfaction.


Provides feedback to employees based on observation of service behaviors.

• Handles
guest problems and complaints effectively.


Interacts with guests to obtain feedback on product quality and service levels.

Managing
Projects and Policies


Implements the customer recognition/service program, communicating and ensuring
the process.


Monitors adherence to all credit policies and procedures to reduce bad debts
and rebates.

Additional
Responsibilities


Provides information to supervisors and co-workers by telephone, in written
form, e-mail, or in person.


Analyzes information and evaluating results to choose the best solution and
solve problems.

• Informs
and/or updates the executives, the peers and the subordinates on relevant
information in a timely manner.


Participates in department meetings.

Marriott
International is an equal opportunity employer committed to hiring a diverse
workforce and sustaining an inclusive culture. Marriott International does not
discriminate on the basis of disability, veteran status or any other basis
protected under federal, state or local laws.
Apply

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