Front Office Supervisor

Delta Hotels by Marriott Newcastle Gateshead; Gateshead; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Free meals on duty

Uniform provided

Marriott discount card

Pension scheme

Employee assistance programme

Career development

Training programs

Job summary

Delta Hotels by Marriott Newcastle Gateshead is seeking a passionate hospitality professional to join our guest services team. You will oversee daily operations, mentor staff, and ensure smooth check-ins and check-outs while delivering outstanding guest service.

In this role you will help maintain cleanliness and safety standards, handle inquiries and complaints professionally, and collaborate with other departments to fulfil guest requests.

Qualifications

• Minimum 1 year of related work experience in customer service.
• Experience in guest services or hospitality is preferred.

Responsibilities

• Oversee daily guest services operations to ensure smooth service.
• Train and mentor guest service staff to meet high standards.
• Coordinate guest check-ins and check-outs accurately.
• Handle guest inquiries and complaints professionally.
• Monitor cleanliness and organization of guest service areas.
• Ensure compliance with safety and hygiene protocols.
• Maintain records of guest interactions and staff performance.
• Assist with inventory management and supplies as needed.
• Collaborate with other departments to fulfill guest requests.

Skills

Customer service

Staff training

Operational excellence

Communication

Job description

Are you passionate about delivering exceptional hospitality and eager to join a dynamic team at one of the world's leading hotel brands? We are currently recruiting for a dedicated individual to join our team. We believe in creating memorable experiences for our guests and we want our associates to be at their best: to care for their holistic wellbeing, to feel a sense of belonging, to know their co-workers are committed to a culture of respect and kindness.

What is in it for you:

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• Free Meals on Duty: Enjoy complimentary meals while at work.
• Uniform Provided: A professional uniform is supplied for all employees.
• Explore Discounts: A Marriott Discount Card that offers benefits on hotel stays and F&B across 140 countries.
• Pension Scheme: Participation in The People’s Pension.
• Employee Assistance Programme: Free and confidential support for various challenges, including financial advice, stress, and health issues.
• Career Development: Opportunities for career growth and internal transfers within Marriott's global network.
• Training and Development: Access to training programs to enhance your skills and advance your career.

Responsibilities:

Here's what your journey with us entails:

• Oversee daily operations of guest services, ensuring smooth and efficient service.
• Manage and train guest service staff, providing guidance and support to maintain high standards of customer service.
• Coordinate guest check-ins and check-outs, ensuring accuracy and efficiency.
• Handle guest inquiries and complaints professionally, resolving issues promptly.
• Monitor and maintain cleanliness and organization in all guest service areas.
• Ensure compliance with safety and hygiene protocols to maintain a safe environment.
• Maintain accurate records of guest interactions, transactions, and staff performance.
• Assist with inventory management and ordering supplies as needed.
• Implement improvements based on guest feedback to enhance their experience.
• Collaborate with other departments to fulfil guest requests and ensure smooth operations.

Safety And Company Policies

• Follow all company and safety and security policies and procedures.
• Report maintenance needs, accidents, injuries, and unsafe work conditions to the manager.
• Complete safety training and certifications.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Communicate with others using clear and professional language.
• Develop and maintain positive working relationships with others.
• Support the team to reach common goals.
• Listen and respond appropriately to the concerns of other employees.
• Ensure adherence to quality expectations and standards.

Note: This above description is not intended to establish a total definition of the job, but an outline of the duties.

Preferred Qualifications

• Related Work Experience: At least 1 year of related work experience in a customer service role.