Reporting to the Front Office Manager, and in their absence the Front Officer Supervisor, the Front Office Associate will be required to provide an efficient reception service, ensuring high quality customer care and satisfaction is delivered at all times. Ensuring the Front Office Department operates within the brand standard guidelines.
RESPONSIBILITIESTo welcome all guests in a hospitable and efficient manner.To ensure Front Office Department operates within the brand standard guidelines, utilising SOP manuals.To ensure a consistently high level of customer care is delivered at all times.To ensure efficient check in, check out, room account settlements are performed to the brand requirements.Adhere to ARC cash handling procedures, in line with the Marriott brand.To ensure all guests’ requests and preferences are logged and acted upon within a timely manner, to drive guest satisfaction.Report all guest feedback to relevant personnel and via GSS.Adhere to relevant health and safety procedures, including the hotel fire panel. To undergo training in all fire and security measures every quarter.To ensure hotel revenue in all areas is maximised at all times.To be fully aware of local competitors and industry trends.To constantly seek new opportunities for the profitable use of facilities and growth.To ensure high quality communication is in place in the hotel, with staff throughout the hotel, third party contractors and with guests.Maintain the guest logbook for third party contractors, ensuring they are clearly marked as a visitor (visitor badge).Be able to explain and promote the hotel services to arriving guests.Work flexible hours on a shift basis, including duty management and night shifts when required, in accordance with the departmental rota. Be willing to assist in the operation of other hotel departments in line with business needs and where absence occurs.Due to the nature of our business and venue, understand that work schedules and demands of the position may vary from time to time.Assist in the training of new employees when required.Ensure GDPR compliance to ensure the safety of guest and associate data.Develop a basic knowledge and understanding of the Marsha reservation system.At all times strive to represent Marriott and Lingfield Park in a professional, courteous and efficient manner.Ensure the organisation and cleanliness of the Front Office, Guest Internet Station and back offices.Maintain high standards of personal hygiene and wear correct uniform at all times, including name badge. Adhere to the ARC grooming standards as stated in the Employee handbook.Develop a thorough knowledge and understanding of the hotel property, hotel staff, hotel services and the hours of operations.Complete a handover at the beginning and end of every shift, ensuring any relevant information or notices are passed over to the next shift manager and associates.Become familiar with the bulletin board daily to keep updated on all current information, daily activities and meetings that are being held in the hotel. Attend departmental meetings and participate in the daily 15-minute training and service excellence checks.Have a thorough knowledge and understanding of the hotel PMS system, telephone systems, Vingcard key system, Guest ware and Micros. Know who to contact and report hardware and software problems to.Knowledge on how to safely evacuate the hotel in the event of a fire, whilst following hotel fire evacuation procedures.Actively participate in special guest programs such as: Repeat Guest History, Guest Satisfaction Surveys and Guest Responses.To comply with all Health and Safety procedures associated with the department at all times. This relates to:
- Standards and procedures of correct working practices
- The completion of risk assessments
- COSHH regulations
- Use of Personal Protective Equipment
- To be able to use Opera Front Office PMS.
- To be able to use Marsha, the global reservations system.
- Branded hotel background an advantage.
- High level of interpersonal skills.
- Excellent communicator.
- Works well under pressure.
- High level of negotiating skills.
- Customer service focused (internal and external).
- Organised, systematic and process driven.
Hours of Work:
- 40 hours, 5 days in 7
- Flexibility toward weekend and evening working is a pre-requisite of this employment.