Front Office Supervisor

• Oversee the smooth running of the reception shift when on duty, directing, assisting and motivating the reception team throughout.

• Warmly greet all guests with a smile and by name. Be proactive to anticipate guests needs and deliver breath-taking hospitality

• Handle all duties according to hotel policies & procedures, internal rules and standards

• Be knowledgeable about daily hotel operations including meetings and functions

• Be knowledgeable about the Marriott Bonvoy program and its member benefits

• Knows how to operate Opera, Onity, eReg, PDQs and Switchboard console

• Respond to Empower chats, Customer Care cases and mobile check in Be familiar with room availability, rates, packages and promotions

• Be knowledgeable about the different guest room layouts, locations, amenities, and all services offered by the hotel

• Work collaboratively with all other departments to ensure guests receive seamless service throughout their stay

• Understand and be able to talk to guests about the unique history of St Ermin’s hotel

• Have knowledge about the city, the local area and attractions and be able to make suitable suggestions to guests based on their requirements

• Be familiar with the Supervisor, early, late and night checklist to ensure a smooth operation

• Attend the handover briefing at the beginning of your shift

• Follow the check in and check out procedure according to the hotel’s SOP, AA standard and Marriott’s BSA (Brand Standard Audit)

• Actively contribute to the department’s goals like Marriott Bonvoy Enrolments, room upsell revenue and audit scores

• Answer the phones at the reception desk according to the standards of proper etiquette and as fast as possible (no more than three rings)

• Ensures the cleanliness of the reception, lobby and back office area at all time and in line with Covid-19 guidelines

• Assist with any e-mails sent to the reception inbox

• Assist in training new team members

• Assist all guests with questions, issues and requests as required

• Assist fellow colleagues in their jobs to ensure that all tasks are done on time

• Coordinate the breaks for your team

• Use your PC and Opera password in accordance with PCI DSS legislation and internal policies; log off the terminal when leaving the area

• When leaving the reception area, it is mandatory for the receptionist to lock his/her float to ensure the cash is secured

• Always adhere to cash handling and banking procedures

• Be able to perform all Switchboard duties and cover when required and instructed in accordance to the need of the business

• Expected to carry out any reasonable requests given by the management

• Canteen

• Employee discount

• Private medical insurance, * Great salary and service charge – The more we make, the more you make!

• Fun, Love & Energy – Not just a slogan, it’s just who we are.

• The best staff canteen in London! – Breakfast, Lunch & Dinner.

• Range of benefits including private healthcare (24/7 GP available for you and your household), financial advice, mental health support via MyStrenght, exclusive retail and restaurant discounts, and more.

• Worldwide discounts for you, friends, and family in all the Marriott hotel brands.

• An opportunity to experience and collect great memories that will last with you forever.

St Ermin’s Operating UK Limited – Reception

London SW1H 0QW

Full-time