Marriott Franchised Receptionist-Full Time in Scotland, United Kingdom

Description:

Thank you for your interest in this position. It is a job opportunity with one of Marriott International s franchisees.

Please apply via e-mail - rowena.pambid@theglasshousehotel.co.uk

Qualifications

Additional Information: This hotel is owned and operated by an independent franchisee, YTL Hotels & Properties (Manager Europe). The franchisee controls all aspects of the hotel s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.

Post Tittle :Receptionist

Responsible to :Duty Manager / Room Division Manager

Date :March 2017

PURPOSE OF THE JOB

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Duty Managers / Room Division Manager.

General Safety

All staff must be conversant with the safety rules, regulations, policies and procedures and to adhere to them. They must understand their H&S responsibilities. They must take reasonable steps to ensure their own health and safety, and that of anyone else who may be affected by their actions. Any accident, hazard, incident, event or issue is to be reported to supervisor/manager for recording and for investigation thus permitting further control measures to be implemented. Any safety issues that cannot be dealt with are referred to a senior manager for action. Ensure that they and any of their staff are trained in their working activities and informed of health and safety procedures to ensure competency. Any identified training is duly completed. They should inform their manager/supervisor of any event / activity which they are not trained to deal with.

When the fire alarm goes, you have some responsibility to help others in the area you are working. Direct people to come with you as you leave by the nearest exit and ensure that they and others move away from the building.

Policies & Procedures

  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Managers.
  • Guest Relations
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of propriety materials and information.
  • Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Managers.
  • Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g. escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way.

Communication

  • Speak to guest and co-workers using clear, appropriate and professional language.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Discuss work topics, activities, or problems with coworkers, supervisors and managers discreetly and quietly, avoiding public areas of the property.
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • Talk with and listen to other employees to effectively exchange information.
  • Exchange information with other employees using electronic devices.

Physical Task

  • Stand, sit or walk for an extended period of time or for an entire work shift.
  • Enter and locate work-related information using computers and/or point of sale systems.
  • Move, lift, carry, push, pull and place objects weighing less than or equal to 10 pounds without assistance.

Check-in / Check-out

  • Process all guest check-ins by confirming reservations in computer system (e.g. Fidelio, PMS, FOSSE, OPERA) verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Set up accurate accounts for each guest upon check-in according to their requirements (i.e. share withs, separate room /tax/incidents,comp).
  • Activate room keys using electronic key machine (e.g. Vingcard) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity.
  • Assign room according to guest request and preferences whenever possible.
  • Verify and adjust billing for guests.
  • Process all check-outs including express check-outs, resolving any late and disputed charges settling account, retrieving room key, and requesting comments on guests stay.
  • Advise guest of any messages (e.g. voicemail, mail, faxes) received for them, and send to room if required.
  • File guest paperwork or documentation.
  • Pre-register designated guests and prepare key packets.
  • Ensure rates match market codes and that any exceptions are documented and include an explanation.
  • Sell a room/accommodation to guest without reservations based on availability.
  • Communicate to appropriate staff that there are guests that are waiting for an available room
  • Review requests for late check-outs and approve according to occupancy.
  • Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.

Reports /Record keeping

  • Run daily reports (number of arrivals, departures). Identify any special requests and check reports for accuracy.
  • Complete designated cashier and closing reports in the computer system.
  • Run credit card authorization and report check for discrepancies.
  • Review shift logs/daily memo books and document pertinent information in logbooks.

Guests Services

  • Supply guests/residents with directions and information regarding property amenities, services and hours of operation, and local areas of interest and activities.
  • Contact appropriate individual or department (e.g. Bellperson, Frontdesk, Housekeeping, Engineering, Security/Loss prevention) as necessary to resolve guest call, request, or problem.
  • Answer, record and process all guest calls, requests, questions or concerns.
  • Follow up guests to ensure their requests or problems have been met to their satisfaction.
  • Accept and record wake-up call request and deliver to appropriate department.

Cash Handling

  • Process all payments types such as room charges, cash, checks, debit, or credit.
  • Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
  • Count bank at end of shift and secure bank.
  • Balance and drop receipts according to Accounting specifications
  • Provide change to guests.
  • Obtain manual authorization and follow all Accounting procedures when computer system is down.
  • Cash guests personal checks and travelers checks
  • Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.

Eligibility

In line with the Asylum & Immigration Act 1996, applicants must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility will be required from all candidates. Due to the nature of this role we are only accepting applicants who are able to work unrestricted.

This company is an equal opportunity employer.

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Job: Public Relations & Communications

Organization: Autograph Collection Hotels

Location: GBR-Scotland

Requisition ID: 17001YQS