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- Tasks: Manage guest experiences from booking to departure, ensuring smooth operations.
- Company: Join Courtyard by Marriott, a vibrant hotel offering unique guest experiences.
- Benefits: Enjoy company holidays, pension contributions, and discounts on travel and food.
- Why this job: Be part of a dynamic team in a stunning hotel with great views and culture.
- Qualifications: 1 year of hospitality management experience and knowledge of Opera software preferred.
- Other info: This role is within a franchise property; Marriott does not directly employ.
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.
- 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 Manager 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 Manager
✨Tip Number 1
Familiarise yourself with the Courtyard by Marriott brand and its unique offerings. Understanding their values and services will help you align your approach during interviews and demonstrate your enthusiasm for the role.
✨Tip Number 2
Network with current or former employees of Courtyard by Marriott. They can provide valuable insights into the company culture and expectations, which can give you an edge in your application process.
✨Tip Number 3
Prepare to discuss your experience with guest relations and conflict resolution. Highlight specific examples where you've successfully managed guest complaints or enhanced the guest experience, as this is crucial for the Front Office Manager role.
✨Tip Number 4
Showcase your knowledge of the Opera software system if you have experience with it. If not, consider taking a short online course to familiarise yourself with its functionalities, as this could set you apart from other candidates.
We think you need these skills to ace Front Office Manager
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in hospitality management, particularly any roles where you supervised a team. Emphasise your familiarity with the Opera software system and your excellent communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for guest service and your ability to manage day-to-day operations effectively. Mention specific examples from your previous roles that demonstrate your problem-solving skills and ability to handle guest complaints.
Highlight Relevant Experience: In your application, clearly outline your previous experience in similar roles. Include details about your responsibilities, achievements, and how you contributed to enhancing guest experiences in past positions.
Proofread Your Application: Before submitting your application, take the time to proofread it for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Front Office Manager 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, especially any roles where you supervised a team. Discuss specific situations where you successfully managed guest interactions or resolved complaints.
✨Familiarise Yourself with Opera Software
Since knowledge of the Opera software system is preferred, take some time to learn about its functionalities. If you have experience with similar systems, be ready to discuss how those skills can transfer to using Opera.
✨Demonstrate Excellent Communication Skills
Prepare to showcase your communication abilities during the interview. Think of examples where your active listening and clear communication made a difference in guest satisfaction or team collaboration.
✨Research the Hotel and Its Amenities
Before the interview, research Courtyard by Marriott and its unique offerings. Be prepared to discuss how you would promote these facilities and enhance the guest experience based on your understanding of the hotel’s features.
