Front Office Supervisor

2 days ago

Edinburgh, Edinburgh, United Kingdom Marriott International Full time
Job Title: Duty Manager

We are seeking a highly motivated and experienced Duty Manager to join our Front Office team at the Sheraton Grand Hotel & Spa in Edinburgh. As a key member of our team, you will be responsible for ensuring that our guests have a memorable experience during their stay with us.

Key Responsibilities:
  • Supervise the Front Desk and assign tasks to manage the overall hotel operation.
  • Handle guest complaints and requests, and follow up with guests who have had issues.
  • Liaise with other departments, such as Housekeeping, F&B, and Events, and assist with tasks and requests in their absence.
  • Build strong relationships with guests and internal customers.
  • Manage group arrivals and departures, and allocate and welcome VIPs and guests with special requests.
  • Assist in training new staff members, coach them, and monitor their performance.
  • Ensure the desk is covered at all times, and allocate meal breaks sensibly.
  • Have a thorough awareness of the current daily status of the hotel.
  • Communicate and record complaints.
  • Be 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, and be the point of contact for emergency situations.
  • Respond to and follow up on all internal and external phone calls.
  • 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.
  • Cover the 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 their career path.
  • At least two years of experience within the Front Office department within a 5-star environment, with supervisory experience preferred.
  • 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.
  • 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 the English language (verbal and written).
Why Work for Marriott International?
  • 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.
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.

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