We are looking for an ambitious Front
Office Supervisor to join the team here at St Ermin’s Hotel.
If you want to work for one of the best places in
hospitality, multiply the fun, love and energy we have at our workplace, we
would love to hear from you.
Looking after our people is all that we care about. We are a
London living wage, Workplace Mental health-chartered Employer and consistently
voted as one of the Best Places to Work in Hospitality.
When you join us, you will become a vital member of our
team. You will not only support us in delivering breath-taking hospitality to
our guests but also to create a workplace that becomes a role model to others.
What do you get in Return?
* * Great salary and service charge – The more we make, the more you make!
* Fun, Love & Energy – Not just a slogan, it’s just who we are.
* The best staff canteen in London! – Breakfast, Lunch & Dinner.
* Range of benefits including private healthcare (24/7 GP available for you and your household), financial advice, mental health support via MyStrenght, exclusive retail and restaurant discounts, and more.
* Worldwide discounts for you, friends, and family in all the Marriott hotel brands.
* An opportunity to experience and collect great memories that will last with you forever.
As a Front Office Supervisor, you
will ensure to deliver warm, gracious, individual service to every guest
following the St. Ermin’s guidelines and procedures as well as the Marriott
standards. Embracing and displaying the
St Ermin’s culture of Fun, Love and Energy.
What will you be doing?
* Oversee the smooth running of the
reception shift when on duty, directing, assisting and motivating the reception
team throughout.
* Warmly greet all guests with a smile
and by name. Be proactive to anticipate
guests needs and deliver breath-taking hospitality
* Handle all duties according to hotel
policies & procedures, internal rules and standards
* Be knowledgeable about daily hotel
operations including meetings and functions
* Be knowledgeable about the Marriott
Bonvoy program and its member benefits
* Knows how to operate Opera, Onity,
eReg, PDQs and Switchboard console
* Respond to Empower chats, Customer
Care cases and mobile check in Be familiar with room availability, rates,
packages and promotions
* Be knowledgeable about the different
guest room layouts, locations, amenities, and all services offered by the hotel
* Work collaboratively with all other
departments to ensure guests receive seamless service throughout their stay
* Understand and be able to talk to
guests about the unique history of St Ermin’s hotel
* Have knowledge about the city, the
local area and attractions and be able to make suitable suggestions to guests
based on their requirements
* Be familiar with the Supervisor,
early, late and night checklist to ensure a smooth operation
* Attend the handover briefing at the
beginning of your shift
* Follow the check in and check out
procedure according to the hotel’s SOP, AA standard and Marriott’s BSA (Brand
Standard Audit)
* Actively contribute to the
department’s goals like Marriott Bonvoy Enrolments, room upsell revenue and
audit scores
* Answer the phones at the reception
desk according to the standards of proper etiquette and as fast as possible (no
more than three rings)
* Ensures the cleanliness of the
reception, lobby and back office area at all time and in line with Covid-19
guidelines
* Assist with any e-mails sent to the
reception inbox
* Assist in training new team members
* Assist all guests with questions,
issues and requests as required
* Assist fellow colleagues in their
jobs to ensure that all tasks are done on time
* Coordinate the breaks for your team
* Use your PC and Opera password in
accordance with PCI DSS legislation and internal policies; log off the terminal
when leaving the area
* When leaving the reception area, it
is mandatory for the receptionist to lock his/her float to ensure the cash is
secured
* Always adhere to cash handling and
banking procedures
* Be able to perform all Switchboard
duties and cover when required and instructed in accordance to the need of the
business
* Expected to carry out any
reasonable requests given by the management
Note: This description is not intended to establish a total
definition of the job, but an outline of the duties
To find out more about us, check out our Instagram accounts @sterminshotel and @funloveenergy
You will have to be eligible to work in the UK to be
consider for the role.