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- Tasks: Lead the front desk team and ensure a seamless guest experience from check-in to check-out.
- Company: Join Courtyard by Marriott, part of Legacy Hotels, known for exceptional hospitality and unique guest experiences.
- Benefits: Enjoy company holidays, pension contributions, discounts on travel, and free onsite parking.
- Why this job: Be part of a vibrant team in a stunning hotel with amazing views and opportunities for growth.
- Qualifications: 1 year of hospitality management experience and knowledge of Opera software preferred.
- Other info: This role is perfect for those passionate about customer service and team leadership.
The predicted salary is between 28800 - 43200 £ per year.
Courtyard by Marriott, Managed by Legacy Hotels and Resorts, has an exciting opportunity for an experienced Reception Supervisor to join the team.
The hotel offers a unique experience to guests and has a spacious ground floor with reception, business lounge, gym, bar, restaurant, Starbucks coffee, three media pods and an event hub. There are five upper floors with 244 bedrooms and 10 meeting rooms, with the largest accommodating 600 banquet styles. The sixth floor offers the unique Sky Bar, PK's destination restaurant, private dining, and an outside terrace, all with stunning airport runway views.
The reception supervisor position has the primary responsibility of managing all day-to-day activities related to the guest's journey from the initial booking to departure and everything in between. You will be available at the front desk to provide information on various sources, process guest requests, and communicate with guests on Marriott's Guest Experience Platform. Furthermore, you will be responsible for coordinating with other departments to ensure a smooth transition and deliverance of guest special requests.
Duties:
- Greeting guests upon arrival and making them feel welcomed.
- Promote hotel facilities, marketing activities and amenities.
- Address guest complaints through recognition, investigation, and outcome.
- Assist front desk associates to administer check-in and check-outs during busy periods.
- Coordinate with the front desk porter on luggage assistance & storage of bags.
- Organise mail and package deliveries for guests staying in house.
- Act as the first point of contact for guest information.
- Coordinate with other departments to ensure a smooth transition of guest requests or resolution to guest complaints.
- Update guest profile records with special requests via Opera, paying particular attention to Marriott Bonvoy members.
- Update all trace reports and follow up to ensure adherence.
- Undergo and complete full hotel product knowledge training.
- Respond to guest reviews on GSS, Marriott's guest satisfaction scoring platform.
- Communicate with guests on GXP, Marriott's guest experience platform.
- Carry periodic performance reviews and progress reviews during employees' probation.
Experience/Skills:
- Previous experience in a similar role and management of team members (Hospitality management: 1 year required).
- Knowledge of Opera software system - 1 year preferred.
- Excellent communication skills.
- Active listening skills.
What in it for you?
- Company holiday allowance.
- Company pension contribution.
- Discounted worldwide with Marriott Explore & legacy hotels.
- Access to Marriott's learning and development programs.
- Complimentary onsite car parking.
- Canteen.
- Company events.
- Discounted or free food.
- Employee discount.
- Free or subsidised travel.
Join our team by submitting your CV for consideration. Please note that Courtyard by Marriott is a franchise property, and Marriott does not provide employment directly. We are committed to non-discrimination on any protected basis. If you need application assistance, please contact the HR department.
Front Office Supervisor employer: Courtyard By Marriott, London Heathrow
Contact Detail:
Courtyard By Marriott, London Heathrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Supervisor
✨Tip Number 1
Familiarise yourself with the Courtyard by Marriott brand and its values. Understanding their commitment to guest experience will help you align your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees of Courtyard by Marriott. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Brush up on your knowledge of the Opera software system, as it's preferred for this role. Being able to demonstrate familiarity with this system can set you apart from other candidates.
✨Tip Number 4
Prepare examples of how you've successfully handled guest complaints in the past. This will showcase your problem-solving skills and ability to maintain a positive guest experience, which is crucial for a Front Office Supervisor.
We think you need these skills to ace Front Office Supervisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Front Office Supervisor. Familiarise yourself with the key duties mentioned in the job description, such as managing guest experiences and coordinating with other departments.
Tailor Your CV: Customise your CV to highlight relevant experience in hospitality management and any specific skills that align with the job requirements, such as knowledge of Opera software and excellent communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for hospitality and your ability to enhance guest experiences. Mention specific examples from your previous roles that demonstrate your skills in managing teams and resolving guest complaints.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in a front office role.
How to prepare for a job interview at Courtyard By Marriott, London Heathrow
✨Showcase Your Hospitality Experience
Make sure to highlight your previous experience in hospitality management during the interview. Discuss specific situations where you successfully managed a team or resolved guest complaints, as this will demonstrate your capability for the Front Office Supervisor role.
✨Familiarise Yourself with Opera Software
Since knowledge of the Opera software system is preferred, take some time to learn about its functionalities before the interview. Being able to discuss how you've used similar systems in the past can give you an edge.
✨Demonstrate Excellent Communication Skills
Prepare to showcase your communication skills by practising active listening and clear responses. You might be asked to role-play a scenario involving guest interactions, so being articulate and approachable is key.
✨Research the Hotel and Its Amenities
Before the interview, research Courtyard by Marriott and its unique offerings, such as the Sky Bar and event hub. This knowledge will not only impress your interviewers but also help you understand how to promote the hotel effectively.
