Front Office Supervisor

Delta Hotels by Marriott Newcastle; Newcastle upon Tyne; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Free meals on duty

Uniform provided

Marriott Discount Card

Pension scheme

Employee assistance programme

Career development

Training and development

Job summary

Delta Hotels by Marriott Newcastle is seeking a proactive Guest Services professional to lead daily operations at our front desk and guest services team. You will supervise reception staff, manage check-ins/outs, and ensure exceptional guest experiences in a fast-paced hotel environment.

The role offers opportunities for training and development within Marriott's global network, plus a benefits package and a supportive team culture focused on service excellence.

Qualifications

• Minimum 1 year of experience in a customer service role.
• Experience in hospitality is preferred.
• Strong communication and teamwork skills.

Responsibilities

• Oversee daily guest services operations and ensure smooth service.
• Train and supervise guest service staff to maintain high standards.
• Coordinate check-ins and check-outs with accuracy and efficiency.
• Handle guest inquiries and resolve issues promptly and professionally.
• Maintain cleanliness and organization of guest service areas.
• Ensure safety, hygiene, and quality standards are followed.
• Maintain accurate records of guest interactions and staff performance.
• Assist with inventory management and ordering supplies as needed.
• Implement improvements based on guest feedback to enhance experiences.
• Collaborate with other departments to fulfil guest requests.

Skills

Customer service

Staff training

Communication

Team leadership

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 operationsof 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 complaintsprofessionally, resolving issues promptly.
• Monitor and maintain cleanlinessand organization in all guest service areas.
• Ensure compliance with safety and hygiene protocolsto maintain a safe environment.
• Maintain accurate recordsof guest interactions, transactions, and staff performance.
• Assist with inventory managementand ordering supplies as needed.
• Implement improvements based on guest feedbackto enhance their experience.
• Collaborate with other departmentsto 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.

Join us and be part of a team that values excellence, sustainability, and career growth.

Compensation: Competitive salary