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about 1 year ago
Marriott Hotels
Location: Northampton
Job type: Permanent
Sector: Front of House
Category: Hotel Receptionist Jobs
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Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

Job Summary

Assists the Front Office Manager in administering Front Office functions and supervising staff on a daily basis. This includes Front Desk operations and Switchboard Operations/AYS and nights team. Position directs and works with supervisors and associates to carry out guest arrival and departure procedures, while ensuring guest and associate satisfaction and maximizing the financial performance of the department.

Operations/Property Management

Performs all jobs within the Front Desk, AYS/Switchboard and Concierge/Guest Services as necessary.

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

Temporarily functions in place of the Front Office Manager in his/her absence.

Relieves Front Desk Manager and runs shifts whenever necessary.

Understands and implements procedures to operate and maintain all Front Desk departmental equipment.

Ensures compliance with all Front Office policies, standards and procedures.

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Participates in department meetings and continually communicates a clear and consistent message regarding the

Front Office goals to produce desired results.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Is able to comprehend night audit procedures and reports as needed for daily shift operations.

Trains associates in safety procedures and ensures their ability to execute departmental and hotel emergency


Understands and complies with loss prevention policies and procedures.

Guest Satisfaction

Sets a positive example for guest relations.

Is a leader in displaying outstanding hospitality skills.

Manages from the lobby and is highly interactive with customers on a regular basis to obtain feedback on quality of

product, service levels and overall satisfaction.

Conducts hospitality audits for associates and gives appropriate feedback to improve individual hospitality skills.

Attends ops and BEO meetings as needed to understand group need and communicates critical information to the

Front Office staff.

Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles

guest problems and complaints.

Empowers associates to provide excellent customer service. Ensures associates understand expectations and


Observes service behaviours of associates and provides feedback to individuals and/or managers; continuously

strives to improve service performance.

Reviews comment cards and guest satisfaction results with associates. Participates in the development and

implementation of corrective action plans.

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

Effectively utilizes guest information tracking system to ensure that a successful repeat guest recognition program is

in use to recognize guest preferences and aid in problem resolution.

Human Resources

Supports a departmental orientation program for associates to receive the appropriate new hire training to

successfully perform their job. Ensures associates are cross-trained to support successful daily operations.

Uses all available job training tools for associates; supervises on-going training initiatives and conducts training when


Communicates performance expectations in accordance with job descriptions for each position.

Assists in the development of goals for direct report managers.

Participates in the associate performance appraisal process, providing feedback as needed.

Establishes and maintains open, collaborative relationships with associates and ensures associates do the same

within the team.

Actively solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify

and address associate problems or concerns. Brings issues to the attention of the HOD and HRM as necessary.

Ensures that regular on-going communication is happening with associates to create awareness of business

objectives and communicate expectations, recognizes performance and produces desired results.

Sales and Revenue Management

Monitors same day selling procedures to maximize room revenue and control hotel occupancy.

Ensures staff is trained to perform rate verification procedures to maximize revenue opportunities.


Performs other duties as assigned to meet business needs. Performs other related tasks as assigned by management.

Duty Manager shifts of hotel on a rotational basis including sleepover shifts.

Complies with Marriott International Hotels Limited Regional Office policies and procedures.

Working hours as required to do your job but normally not less than 40 hours per week.

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.

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