6 months ago
Posting Date Oct 23, 2018
Job Number 18002YZN
Job Category Rooms and Guest Services Operations
Location Sheraton Heathrow Hotel, London, Greater London VIEW ON MAP
Brand Sheraton Hotels & Resorts
Position Type Non-Management/Hourly
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At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.
The main responsibilities of the role include:
Act as Hotel Representative in the absence of the Executive Committee and Senior Management, displaying an outstanding approach with guests and confident when taking appropriate and sound decisions.
Anticipate guests needs to enhance service quality, ensuring that the same customer service standard is maintained by Front line associates and preventing unsatisfactory issues from occurring
Expert in Complaint handling
Responsible for all processes in the entire hotel during the night, with an extreme attention to detail when preparing and reviewing the end of day process, daily audit reports, summarizing activity, settlement, discrepancy data and trends; proofing and distributing reports.
Strong Supervisory and Staff Management skills.
Conversant in Guest Experience Index figures and take a leading role with associates at all times by maintaining a high level of personal service and guest recognition, with particular attention to VIP's and amenities.
Support the Department’s best practices outlined by the Front Office Manager, achieving full compliance.
Develop objectives of the department within a specified period of time after consultation in close cooperation with the Front Office Manager
Responsible for a smooth , structured and complete handover and communication with other Duty Managers
Conversant in Health and Safety regulations with prior training in Fire & Emergency response/evacuations
Experience in First Aid procedures, Emergency evacuation and Crisis response would be advantageous
Fantastic Customer Service attitude with outstanding attention to detail and strong organizational skills plus the ability to work well under pressure.
Flexibility of hours is essential as the successful candidate may work some day shifts.
Experience working in with Opera would be desirable
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.