Consultant / Senior Consultant Solution Architect

Situated in the heart of one of London's most alluring locales, our luxury hotel is a stone's throw away from graceful Hyde Park, fabulous Harrods, Harvey Nichols and the chic dining haunts of the city's most stylish set. Timeless elegance and contemporary design blend seamlessly in our elegant lobby and reception area. Our iconic circular towers offer 251 accommodations that are consistently spacious with open views of London, and suites include the distinguished service of the Park Tower Butler, offering breathtaking London skyline and Hyde Park views.

Job Summary

Entry level management position responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This role strives to ensure guest and employee satisfaction, achieve the operating budget, and assist in completing financial and administrative responsibilities.

Candidate Profile

Education and Experience

• High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Supports all day-to-day operations and understands employee positions well enough to perform duties in their absence. Coaches, counsels and encourages employees; handles employee questions and concerns. Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager. Guides daily Front Desk shift operations; communicates performance expectations to employees. Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations. Develops specific goals and plans to prioritize, organize, and accomplish work. Handles complaints, settles disputes, and resolves grievances and conflicts. Participates in department meetings and communicates a clear and consistent message regarding Front Desk goals. Strives to improve service performance and supervises staffing levels to meet guest service, operational needs, and financial objectives. Trains staff on adherence to all credit policies and procedures; supervises same-day selling procedures to maximize room revenue and property occupancy. Understands the impact of Front Desk operations on overall property financial goals and objectives. Provides services that exceed customer satisfaction and retention; improves service by providing guidance and coaching. Empowers employees to provide excellent customer service within guidelines. Handles guest problems and complaints seeking assistance from supervisor as necessary. Interacts with guests to obtain feedback on product quality and service levels. Implements the customer recognition/service program and assists in reviewing comment cards and guest satisfaction results. Ensures employees have the proper supplies and uniforms. Assists in using a guest information tracking system for worst success calls. Provides information to supervisors, co-workers, and subordinates by telephone, written form, e-mail, or in person. Analyzes information and evaluates results to choose the best solution and solve problems. Informs and/or updates executives, peers and subordinates on relevant information in a timely manner. Performs all duties at the Front Desk as necessary. Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations. Complies with loss prevention policies and procedures.

Benefits

Discounted accommodation at Marriott properties across the globe.