Guest Experience Supervisor

Masterpiece by Design. Dynamic by Nature

The St. Pancras London is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation.  Housed in one of London’s landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.

Position Summary

As our Front Desk Supervisor at St. Pancras London, you are responsible for processing all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Bonvoy information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counselling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Ensure adherence to quality standards. Perform other reasonable job duties as requested by Managers.

Responsibilities: Here’s what your journey with us entails:

• Delivering a five-star service to our guests
• Supervising the Front Office associates
• Representing the Front Desk in the Front Office Manager’s absence
• Upholding the service standards in all you do
• Supporting the wider Rooms Division team with daily operational tasks

Qualifications:

• Exceptional interpersonal and communication skills with the ability to interact effectively at all levels.
• Previous experience in customer service is preferred.

Person Specification:

• A team-first attitude
• Great hospitality skills as well as attention to detail
• Positive outlook and outgoing personality
• Previous experience in a similar quality, five-star, high volume environment is a big plushttps://careers.marriott.com/front-desk-guest-experience-supervisor/job/DD26C97AE5E3A0FAA0C39B05C3B96EAC