Front Desk Guest Experience Supervisor

• Processing all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key
• Set up accurate accounts for each guest according to their requirements
• Enter Marriott Bonvoy information
• Ensure rates match market codes, document exceptions
• Secure payment prior to issuing room key, verify/adjust billing
• Compile and review daily reports/logs/contingency lists
• Complete cashier and closing reports
• Supply guests with directions and property information
• Accommodate guest requests, contacting appropriate staff if necessary
• Follow up to ensure requests have been met
• Process all payment types, vouchers, paid outs, and charges
• Balance and drop receipts
• Count and secure bank at beginning and end of shift
• Obtain manual authorizations and follow all accounting procedures
• Notify Loss Prevention/Security of any guest reports of theft
• Assist management in training, evaluating, counselling, motivating and coaching employees
• serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
• Develop/maintain positive working relationships
• support team to reach common goals
• listen and respond appropriately to employee concerns
• Follow company policies and procedures
• report accidents, injuries, and unsafe work conditions to manager
• complete safety training and certifications
• ensure personal appearance is clean and professional
• maintain confidentiality of proprietary information
• protect company assets
• Welcome and acknowledge guests
• anticipate and address guests’ service needs
• assist individuals with disabilities
• thank guests with genuine appreciation
• Ensure adherence to quality standards
• Perform other reasonable job duties as requested by Managers
• Delivering a five-star service to our guests
• Supervising the Front Office associates
• Representing the Front Desk in the Front Office Manager's absence
• Upholding the service standards in all you do
• Supporting the wider Rooms Division team with daily operational tasks

• Exceptional interpersonal and communication skills with the ability to interact effectively at all levels
• Previous experience in customer service is preferred
• A team-first attitude
• Great hospitality skills as well as attention to detail
• Positive outlook and outgoing personality
• Previous experience in a similar quality, five-star, high volume environment is a big plus

Previous experience in a similar quality, five-star, high volume environment

• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service
• Pension scheme participation
• Life Assurance coverage
• Annual Performance Review pay adjustments
• Complimentary gym and spa access
• Free meals while at work
• Dry-cleaning service availability
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more
• 20% discount at any of the St Pancras outlets
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries
• Travel ticket season loan
• Cycle to work scheme
• Employee Assistance Programme access
• Comprehensive Training and Development programme participation
• Awards and recognition celebrations