Front Office Supervisor (Maternity Cover)

London Heathrow Marriott; Greater London; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Free meals on duty

Uniform provided

Leisure club/gym access

Benefit HUB access

Discount rates on Marriott properties

Health insurance option

Pension scheme

Employee assistance programme

Career development

Training and development

Free parking

Job summary

London Heathrow Marriott is seeking a Guest Experience Supervisor, Front Office, to lead daily guest services and mentor a team in a busy hotel environment.

You will coordinate check-ins/outs, respond to inquiries, and uphold high standards of service, safety, and cleanliness while supporting guest needs across departments.

Qualifications

• Experience in customer service roles and handling guest inquiries.
• Ability to supervise and guide front desk or guest-facing teams.
• Strong communication and problem-solving skills.

Responsibilities

• Oversee daily operations of guest services to ensure smooth, efficient service.
• Manage and train guest service staff, providing guidance and support.
• Coordinate guest check-ins and check-outs with accuracy.
• Handle guest inquiries and complaints professionally and promptly.
• Maintain cleanliness and organization in guest service areas.
• Ensure safety and hygiene protocols are followed.
• Maintain records of guest interactions and staff performance.
• Assist with inventory management and supplies ordering.
• Implement improvements based on guest feedback to enhance their experience.
• Collaborate with other departments to fulfill guest requests and ensure smooth operations.

Skills

Customer service

Guest relations

Team supervision

Communication

Education

High school diploma or GED

Job description

Guest Experience Supervisor, Front Office - London Heathrow Marriott

Are you passionate about delivering exceptional hospitality and eager to join a dynamic team at one of the world's leading hotel brands? The London Heathrow Marriott Hotel is looking for dedicated individuals to join our team. At Marriott, we believe in creating memorable experiences for our guests.

Position: Full-time, 40 hours per week

Employee Benefits

• Free Meals on Duty: Enjoy complimentary meals while you work.
• Uniform Provided: A professional uniform is supplied for all employees.
• Leisure Club/Gym Access: Free use of the hotel's leisure club and gym facilities.
• Benefit HUB Access: Gain access to a range of discounts and offers through our Benefit HUB.
• Discount Rates: Enjoy discounted rates at Marriott Hotels worldwide, including 50% off at our hotel restaurant, Carluccio's.
• Health Insurance: Eligible employees can opt into health insurance plans, including vision and life insurance.
• Pension Scheme: Automatic enrolment in The People’s Pension after three months of employment, with additional options for the Marriott UK Workplace ARC Pension Plan.
• 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.
• Free Parking: Complimentary on-site parking for employees.

Job Responsibilities

• 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.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience in a customer service role.

At London Heathrow Marriott, we are dedicated to sustainability and minimising our environmental impact. Our key initiatives include:

• Renewable Energy: The hotel uses windmills and solar panels on the roof to power external lighting, significantly reducing CO2 emissions.
• Rooftop Greenhouse: Fresh herbs and vegetables are grown in our rooftop greenhouse, ensuring low food mileage and providing fresh produce for our kitchen.
• Water Conservation: We have implemented water-saving bathroom fittings and an energy-efficient, low-water laundry system to conserve water.
• Food Waste Reduction: Our innovative 'Food Waste Lab' repurposes food production waste, supporting Marriott's goal to significantly reduce food waste.
• Sustainable Meetings: Our meeting spaces and packages are designed to embrace sustainability in all aspects of events.

About Marriott International: Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

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