9 months ago
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
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.
the Reception Manager and ensures guest and employee satisfaction by maximizing
the financial performance of the department.
school diploma or GED; 2 years experience in the guest services, front desk, or
related professional area.
degree from an accredited university in Hotel and Restaurant Management,
Hospitality, Business Administration, or related major; no work experience
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
Managing all day-to-day operations. Understanding employee positions well
enough to perform duties in employees' absence.
employee recognition is taking place on all shifts.
Establishes and maintains open, collaborative relationships with employees.
and Supporting Progress Toward Guest Services Goals
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
complaints, settling disputes, and resolving grievances and conflicts, or
otherwise negotiating with others.
to improve service performance.
Collaborates with the Front Office Manager on ways to continually improve
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
Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and
Improves service by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when needed.
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.
guest problems and complaints effectively.
Interacts with guests to obtain feedback on product quality and service levels.
Projects and Policies
Implements the customer recognition/service program, communicating and ensuring
Monitors adherence to all credit policies and procedures to reduce bad debts
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
and/or updates the executives, the peers and the subordinates on relevant
information in a timely manner.
Participates in department meetings.
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.