Receptionist

[{{ $ctrl._job.status.name | translate}}] Receptionist
Bexleyheath Marriott Hotel

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Job type
Fulltime job
Location
Town Centre, Bexleyheath, United Kingdom
Department
Rooms division
Starting in
As soon as possible

Resume

JOB SUMMARY
To provide a friendly, efficient and helpful service to our guests, whilst ensuring that all accounting and security procedures meet Company requirements, with an emphasis on customer care at all times.
 
CANDIDATE PROFILE
 
Experience:
  • Previous experience working within a customer service environment essential
    Skills and Knowledge
  • Strong Communication skills (verbal, listening, writing)
  • Innovative
  • Pro-active and reliable
  • Able to work alone and within a team
  • Enthusiastic
  • Quick to adapt to procedures
  • Self-Confident
  • Well Presented
  • Excellent telephone manner
  • Excellent inter-personal skills
  • Calm and patient in Emergency situations
Education or Certification
  • Good level of English essential
SPECIFIC DUTIES 
 
The following are specific responsibilities and contributions critical to the successful performance of the position:
GENERAL
  • To be aware of the Marriott Front Office SOP manual.
  • To be able to use Opera Front Office PMS.
  • To be able to use Marsha, the global reservations system.
  • To be able to operate Mitel Switchboard and Voicelink messaging system.
  • To use the Front Office Shift Checklists.
  • To complete on-line back ups every two hours.
  • To be fully aware of the daily sell strategy, current sales strategy, special rates and promotions, corporate agreements and discount conditions.
  • To complete a full and correct shift handover, with Front Office handover sheets completed and filed.
  • To be fully versatile with all Hotel facilities and actively promote them.
  • To register guests into the Hotel, taking into account legal requirements, Company policies and Marriott brand standards.
  • To understand the Vingcard system, and issue guest keys as per procedure
  • To be fully aware of facilities offered in our Business Centre.
  • To understand and adhere to all accounting procedures.
  • To be aware of all Group arrivals of the day, and action all requirements and wake up calls.
  • To liaise with the Shift Leader / Reception Manager regarding VIP and all other special arrivals of the day. Ensure VIP policy is followed.
  • To liaise with Concierge regarding directing guests to their room, luggage handling and car parking procedures.
  • To be able to assist with guest queries regarding places of interest, such as shopping, entertainment, theatres, restaurants etc.
  • To accept parcels, faxes, messages and any other delivery, both for guests and Hotel, as per procedure.
  • To be able to send guest and Hotel faxes.
  • To be able to assist with queries or requests for information via Front Office e-mail.
  • To liaise with Housekeeping regarding early arrivals, day lets, extended stays, early departures, room moves and all other special requests.
  • To be familiar with the daily Conference and Events business in the Hotel.
  • To handle guest complaints according to the LEARN and empowerment processes, referring to the Shift Leader as appropriate.
  • To be able to work shifts on a rota basis, normally 07.00 – 15.00 or 15.00 – 23.00. Occasional shifts in other departments, including night shifts, may be required.
  • To understand, and comply with, all procedures detailed in the Associate Handbook.
  • To be aware of, and comply with, Hotel image standards.
  • To fully understand our Brand Standard requirements, and their implication to the Front Office and Hotel.
  • To attend and contribute to Front Office departmental meetings.
  • To understand Marriott’s Guest Satisfaction Survey and its implications on the Front Office and Hotel.
  • To have a good knowledge of all aspects of Marriott Rewards, its benefit to its members, earning possibilities, redemption procedures and affiliated airline partners.
  • To actively promote enrolment in Marriott Rewards scheme to all arriving non-members.
  • To ensure that guests receive a genuinely friendly, prompt and efficient service at all times.
  • To understand Marriott’s ‘First Ten’ programme and service standards, and comply with them.
  • To understand, and embrace, our Spirit to Serve programme.
  • To undertake reasonable requests from any senior member of the Front Office team.
  • To undertake appropriate training, as recommended by Front Office Manager.
  • To understand the signing in and out procedure.
 FINANCE
  •  To establish a guest account upon registration, as per Hotel policies, for direct billing, credit card and cash payment.
  • To be fully aware of all third party payment restrictions, as per procedures.
  • To fully understand Hotel policies regarding cheque payments.
  • To fully understand, and comply with, Hotel and Company cashiering procedures.
  • To be responsible for a cash float, and ensure its security at all times, as per procedure.
  • To audit and balance each day’s shift, prepare daily banking, and report any discrepancies to the Shift Leader.
  • To complete and understand the Credit Limit Reports, and ensure that appropriate action is taken.
  • To be aware of major currencies, and be able to exchange them.
  • To present all adjustment, corrections and ‘paid outs’ with correct correspondence and signature as per procedure.
  • To be able to operate, and be fully aware of, Hotel’s Business Centre pricing of business services.
 HEALTH & SAFETY
  •  To understand the Front Office and Hotel Fire, Bomb and Health & Safety procedures, and to be able to action them.

TRAINING

  •  Fidelio / Marsha / Mitel systems.
  • Marriott Rewards Training.
  • Standard Marriott / Company Training schemes.
 SECURITY
 
  • To maintain security of all Hotel assets, and to report any loss or damage to the Shift Leader.
  • To comply with the Data Protection Act regarding the disclosure of information

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.

Requirements

See description

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