Hotel Specialist Apprentice

6 months ago

Ware, United Kingdom Marriott International, Inc Full time

**Job Number** 24073578

**Job Category** Administrative

**Location** Hanbury Manor Marriott Hotel & Country Club, Ware, Hertfordshire, HERTFORDSHIRE, United Kingdom VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

Hanbury Manor Marriott Hotel and Country Club is a Jacobean-style manor house set in 200 acres of beautiful countryside in Ware Hertfordshire. Wood-panelled libraries and cozy fireplaces coexist with modern amenities, renovated event spaces and discerning service.

Marriott International has long believed in the power of our associates to shape our future. And now, part of that exciting future could be yours.

The primary focus of the role is to provide a friendly, efficient and helpful service to our guests, whilst ensuring that all accounting and security procedures meet company requirements, with an emphasis on customer care at all times.

**Experience**:

- Previous customer facing experience preferred, particularly in hospitality industry.

**Skills and Knowledge**
- Strong Communication skills (verbal, listening, writing)
- Opera knowledge preferred, but not essential as training will be given.

**Education or Certification**
- Good level of English essential.
- NVQ Level 2 (or equivalent) in hotel reception
- First Aid Certification desirable
- Valid UK driver’s license essential

**Key responsibilities and duties of the role include**:

- Provide guests with a friendly and memorable welcome. Check guests in, complying with all Marriott Brand Standards.
- Be knowledgeable about daily hotel operations, check daily events and be up to date with all changes, new procedure and events.
- Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
- Have knowledge of guest rooms, locations, amenities, features and all other services offered by the hotel.
- Follow all cash handling, credit and banking procedures to check out all guests efficiently.
- Operate Opera Front Office System and Marsha Reservations system.
- Perform guest registration and room assignment and accommodate any special requests.
- Ensure all shift checklists are completed correctly and in a timely manner, ensuring a proper handover is given to the next shift.
- Carry out all duties according to hotel policies, procedures, internal rules and standards.
- Be knowledgeable about Marriott Rewards Guest Loyalty programme and ensure team target for enrolment is met by actively promoting and enrolling.
- Ensure the cleanliness of the front desk and back office areas at all times. Practice clean as you go.
- Assist all guests in problems and questions as required. Ensure that all guest problems are resolved using GXP Empower procedure and all are followed up to ensure a positive outcome.
- To attend and contribute to departmental team meetings.
- Have knowledge on all emergency procedures and know how to act on them.
- Have knowledge about local area and attractions to be able to provide guests with all requested information
- To be fully aware of the daily sell strategy, current sales strategy, special rates and promotions, corporate agreements and discount conditions.
- To complete a full and correct shift handover, with Front Office/Nights handover sheets completed and filed.
- To be fully versatile with all Hotel facilities, locations and features and actively promote them.
- To understand the Vingcard system, and issue guest keys, as per procedure.
- To be aware of all arrivals of the day/night, and action all requirements and special requests on Front Desk in connection with such arrivals, as per procedure.
- To answer the telephone to the correct standard using proper etiquette and answering within three rings in a friendly & courteous manner.
- To accept parcels, faxes, messages and any other delivery, both for guests and Hotel, as per procedure.
- To liaise with Housekeeping regarding early arrivals, day lets, extended stays, early departures, room moves and all other special requests.
- To be familiar with the daily Conference and Events business in the Hotel utilising the Daily Brief.
- To handle guest complaints according to the LEARN and empowerment processes. Ensure any guest problems are resolved on first contact and the Guest Response Program is followed.
- To undertake appropriate training, as recommended by Front Office Manager.

What is in it for you:

- Additional leave
- Canteen
- Company events
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free fitness classes
- Free parking
- On-site gym
- On-site parking
- Referral programme
- Be inspired by what’s possible and discover your own future. Be challenged, grow and achieve your ambition. At Marriott, be yourself. Begin your purpose, belong to a global community, and become the best version of you. At Marriott _**_Be you._**
- Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustain

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