Assistant Hotel Reception Manager

We are looking for an ambitious, dedicated and Customer Service focused Assistant to join the fantastic team at Courtyard by Marriott, Exeter

If you are a passionate events & groups professional looking to develop within an amazing brand and the world’s biggest travel company get in touch with us today! See where your journey can take you.

At Marriott International, we believe in seizing opportunities and making your own adventure. A world of opportunity pulls up to your bar with every guest you meet– and you never know who might show up next.

That big world also extends to our global, diverse family of associates. Like most families, we’re a group of unique individuals who bring different strengths, styles, personalities and interests to the table. And this makes every single day a new discovery.

So, we ask, where will your journey take you?

Supporting Management of Front Desk Team

• 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 building mutual trust, respect, and cooperation among team members.

• Serves as a role model to demonstrate appropriate behaviors.

• Supports all day-to-day operations.

• Understands employee positions well enough to perform duties in employees' 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 in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

• Strives to improve service performance.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

• Supervises same day selling procedures to maximize room revenue and property occupancy.

• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Sets a positive example for guest relations.

• 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.

Managing Projects and Policies

• Implementing the customer recognition/service program, communicating and ensuring the process.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Ensures employees have the proper supplies and uniforms.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Providing guidance and direction to associates, including setting performance standards and monitoring performance.

• Provides feedback to individuals based on observation of service behaviors.

• Participates in an ongoing employee recognition program.

• Conducts training when appropriate.

• Participates in the employee performance appraisal process.

Job Type: Full-time

Salary: £28,000.00 per year

Benefits:

• Canteen
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site gym
• On-site parking
• Private medical insurance
• Sick pay

Schedule:

• 8 hour shift

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• Exeter, EX2 7NN: reliably commute or plan to relocate before starting work (required)

Work Location: In person