Duty Manager
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Job Description
POSITION SUMMARY
We are currently recruiting for a Duty Manager to join our award winning Front Office team at the Sheraton Grand Hotel & Spa.
Sheraton Grand Hotel & Spa is one of Scotland's leading 5 star hotels. As the largest 5 star hotel, we also have the biggest banqueting and meeting facilities of any hotel in Edinburgh with a capacity of up to 500 and our One Square Restaurant and bar.
Essential Functions
• Ensure that we create memorable experiences for our guests
• Supervise the daytime Front Desk and assign specific tasks to manage the overall hotel operation.
• Handle guest complaints/requests and follow up with guests who have had issues and administer the GuestVoice portal.
• Liaise with other key departments such as Housekeeping, F&B, and Events and assist with tasks and requests in their absence when needed
• Build strong relationships with all guests and internal customers
• Manage and organize group arrivals and departures
• Allocation and welcome of all VIPs and guests with special requests
• Look after guest arrival- and departure experience
• Assist in training new staff members, coach them and monitor their performance
• Ensure the desk is covered at all times, allocating meal breaks sensibly
• Full awareness of current daily status of Hotel
• Communication and recording of complaints
• Thoroughly conversant with all room types, décor and outlook
• Assist with room, One Spa, and One Square restaurant bookings as well as Gift voucher requests and maintain third party extranet platforms
• Ensure all billing instructions are actioned accordingly
• Follow Health and Safety procedures; point of contact for emergency situations
• Ensure all internal and external phones calls are responded to and followed up on
• Look after In Room Dining orders
• Prepare documentation for daily business
• Assist with Concierge requests and ensure public areas are well maintained and looked after
• Take over project and assist the FOM with project management and carry out any other duties as required
• Cover Night Manager position in their absence when required
Requirements:
We are looking for someone who is energetic and self-motivated with a "can do" attitude and who is ready to take the next step on your career path. Ideally you will have at least two years of experience within the Front Office department within a 5 star environment, with supervisory experience preferred.
Our expectations of you will be that you are able to work on your own initiative as well as part of a team and have a strong desire to improve on your skills and knowledge as well as:
• High school diploma required, additional hospitality training preferred.
• Extensive knowledge of Internet/MS Office applications and related IT preferred.
• Extensive knowledge of the Opera PMS
• Marriott experience is a distinct advantage
• Lead and support the team
• To project a pleasant and positive professional image to all contacts at all times
• Great Customer Service Skills - Must enjoy guest interaction and be able to anticipate guest needs and maintain a positive and professional attitude at all times.
• Must be able to maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
• Must be a Team Player - Demonstrate experience of building positive working relationships and promoting team spirit
• Excellent command of English language (verbal and written)
You will join a fun loving and passionate team who excel in delivering world class standards and live and breathe the brand culture.
So why work for the world's largest hospitality company?
• A competitive salary plus free meals whilst on duty.
• 28 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (pro rata) after further service
• Worldwide employee and friends & family hotel room rates plus a free overnight stay with Spa access (for you and a plus 1) on the night of your induction
• 50% off all F&B outlets within the hotel and 20% F&B discount in other Marriott hotels!
• Discounts off your supermarket shop, other shopping and experiences through our Marriott Benefit Hub
• 50% off Spa Treatments and £50 gym membership within our One Spa!
• 24/7 and employee healthcare plan with access to Mental Healthcare first aiders
• Refer a friend to work with us and receive a £500 bonus
• Opportunities for career progression and to transfer around the world plus opportunities to get involved in our charitable and community activities
• Many more benefits however most importantly, we'll help you grow, and develop you as an individual
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
About the Team
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.