Front of House Training Manager - JW Marriott Grosvenor House

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Job Description

JOB SUMMARY

As a Departmental Trainer you are responsible to plan, implement and evaluate departmental employee development training activities to meet the operational and business needs of the department. The role involves developing and conducting training courses as well as facilitating training workshops based on operational requirements of the department, serving as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Areas include all Front Office and at a supervisory level, you are responsible for supervising members of the department during shift and ensuring the successful completion of daily shift requirements.

CANDIDATE PROFILE

Experience:

• Previous experience working within a hotel front office environment or similar preferred
• Experience supervising a team preferred

Skills and Knowledge:

• Strong communication skills, (verbal, written, listening)
• Customer service orientation and strong interpersonal skills
• Ability to work as part of a team.
• Multitasking, organisational skills and time management skills
• Positive demeanour
• Good influencing skills, conflict resolution and negotiation skills.
• Stress management and the ability to make decisions under pressure
• Administrative and computer skills essential
• Dependability and reliability.
• Good level of English essential

CORE WORK ACTIVITIES

Department Training

• You will be responsible for the welcoming of all new starters in your team and lead on their introduction plan.
• Focus on onboarding, training, standards, quality and follow-ups and support the operations in any required capacity whenever required.
• Compose new starter (bell person, guest experience, receptionist, guest relations, supervisor, etc) training plans ensuring each is completed for the relevant roles
• Arrange appropriate cross training with relevant areas within department and other departments
• Make yourself the main person undertaking new starter training from start to finish to ensure efficient and effective transition into roles.
• Overlook the entire onboarding process ensuring new starters reaches expected levels of training
• Update LSOPs and create new LSOPs when needed
• Conduct BSA and quality training and ensuring Front of House team members are following expected standards
• Enroll new starters onto the MGS platform and ensure all user ID and passwords are activated
• Ensure all new starter information is up to date on mHub profile eg. Banking and contact details, etc.
• Encourage all current and new employees familiarize themselves with MGS and mHub, provide the necessary support to ensure they are comfortable and confident with the platforms. (reset passwords if necessary to ensure this is possible)
• Conduct refresher training within department where necessary to ensure the highest level of standards are maintained
• Ensure all within the department has completed compliance training within the desired time frames set out.
• Arrange all resources necessary for each employee within department to conduct their tasks and duties set out (eg, door stopper, email access, ADID, L drive folder access, uniform, radios, earpieces, etc.)
• Actively participate in, and if required chair, the daily briefings, spirit-to-serve, and 15 minute training sessions.
• Prepare 6 months departmental employee development plan based on identified needs and in line with the standard of the Development Program.
• Create and develop training materials and programs to meet the needs of the Front Office department.
• Follow the Hotel policies, procedures and service standards.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Assist management in preparing and conducting performance reviews of hourly employees.
• Other relevant tasks assigned by management

Manager Expectations:

• Serve as a departmental role model by working alongside Front Office associates to perform technical or functional job duties.
• Ensure knowledge of Concierge, AYS and Guest Relation's operational procedures as well as reservation procedures and related systems.
• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
• Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions, and provide input on possible improvements.
• Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment.
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
• Acts independently to improve and increase skills and knowledge, demonstrate an awareness of personal strengths and areas for improvement and seek feedback from others on performance and modifies behavior as appropriate.
• Prepare for sold out evenings, handle sold out situations.
• Making decisions when dealing with guests and other departments and commit to a course of action.
• Keeps up to date on available resources that can help to better serve customers' needs and to improve organizational performance.
• Shares learnings, innovations, and best practices with associates and is willing to learn from others.
• Helps and supports associates in solving problems and accomplishing work objectives.
• Approaches own work with a sense of urgency and purpose.
• Allocates time and resources effectively when faced with competing demands.
• Tries new approaches to overcome obstacles or to accomplish challenging objectives. Anticipate potential obstacles and develops contingency plans to overcome them.

Guest Relations:

• Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner. Make a conscious effort to memorize guests from their previous stays and maintain relationships.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Actively listen and respond positively to guest questions, concerns, and requests using the LEARN model to resolve issues where needed. Follow up with any guest issues as associates make you aware of them.
• Thank guests with genuine appreciation and provide a fond farewell.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Aid individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way etc).
• Comply with quality assurance expectations and standards and ensure these standards are executed during all check ins/check outs. Monitor quality assurance standards and address accordingly.
• To be familiar with all Hotel facilities and their times of operation as well as hotel events.
• To deal with daily VIP arrivals, in-house and departure lists and to make sure all special services or requirements are offered in accordance with the VIP's previous guest history and any special requests from the guest or their company.
• All booking enquiries are handled in a professional manner and are used as a sales opportunity; to be aware of the Hotel availability and to input and amend reservations as required.
• Supply guests with directions and information regarding property and local areas of interest.
• Contact appropriate individual or department (e.g., Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.
• Receive, record, and relay messages accurately, completely, and legibly.
• Answer, record, and process all guest calls, requests, questions, or concerns.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Accept and record wake-up call requests and deliver to appropriate department.
• To offer demonstration of the room facilities, explaining the use of the telephone, mini-bar, hair dryer, a/c system, TV, safe if required.

Check-In/Check-Out:

• Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• To ascertain the guests means of payment and to obtain the appropriate credit card authorization or cash deposit for the required amount. Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).
• Activate room keys using electronic key machine and reissue new room keys to guests as necessary by verifying guest identity.
• Assign room according to guest request and preferences whenever possible.
• Verify and adjust billing for guests.
• Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Accommodate requests for room changes when possible.
• File guest paperwork or documentation.
• Pre-register designated guests and prepare key packets.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability- To be familiar with the procedures for walk-ins and guests for whom no trace of bookings exists.
• Communicate to appropriate staff that there are guests that are waiting for an available room.
• Review requests for late check-outs and approve according to occupancy.
• All opportunities are taken to both promote products to our customers and increase the customer base.
• Marriott Bonvoy is promoted, and the guest is given an opportunity to enroll.
• Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

Communication:

• Speak to guests and co-workers using clear, appropriate, and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Aid coworkers, ensuring they understand their tasks.
• Talk with and listen to other employees to effectively exchange information.
• Liaise with other departments to ensure the guests experience is not compromised.
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

Reports/Recordkeeping:

• Ensure the daily check list is complete.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Print contingency lists to have a record of all guests in case of emergency - Service is maintained when systems go wrong, complete "offline" procedures are used.

Cash Handling:

• Process all payment types such as room charges, cash, debit, or credit cards. All cash payments to be made in line with cash handing procedure.
• Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
• Balance and drop receipts according to accounting specifications.
• Obtain manual authorizations and follow all accounting procedures when computer system is down.
• Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
• Customer accounts are maintained.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

About the Team

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that's synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand's namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment™. In joining JW Marriott, 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.