Front Office Team Lead

Sheraton Hotels & Resorts; Metro Manila; On-site; PHP 240,000 - 300,000; Full time

Job summary

Sheraton Hotels & Resorts in Manila is seeking a Front Desk/Guest Services Associate for full-time, on-site work. You will process guest check-ins, verify identities and payments, assign rooms, and issue keys, while maintaining accuracy of accounts and rewards data.

You will also support management in training staff, ensure adherence to quality standards, and assist guests with requests, using professional communication and POS systems.

Qualifications

• High school diploma or GED equivalent is required.
• At least 1 year of related work experience.
• At least 1 year of supervisory experience.
• No license or certification is required.

Responsibilities

• Process guest check-ins, verify identity and payment methods, assign rooms and issue keys.
• Enter Marriott Rewards information and ensure rates align with market codes.
• Balance and drop receipts, prepare cashier and closing reports.
• Assist management in training, coaching, and motivating staff; ensure service standards.
• Provide directions and information to guests; respond to requests promptly.

Education

High school diploma or GED equivalent

Job description

Job Description

• Job Number: 26108274
• Job Category: Rooms & Guest Services Operations
• Location: M. Adriatico corner General Malvar Street, Manila, Philippines, Philippines, 1004 VIEW ON MAP
• Schedule: Full Time
• Located Remotely?: N
• Position Type: Non-Management

Position Summary

Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activating/issuing room key. Set up accurate accounts for each guest according to their requirements. Enter Marriott Rewards information. Ensure rates match market codes, document exceptions. Secure payment prior to issuing room key, verify/adjust billing. Compile and review daily reports/logs/contingency lists. Complete cashier and closing reports. Supply guests with directions and property information. Accommodate guest requests, contacting appropriate staff if necessary. Follow up to ensure requests have been met. Process all payment types, vouchers, paid-outs, and charges. Balance and drop receipts. Count and secure bank at beginning and end of shift. Obtain manual authorizations and follow all Accounting procedures. Notify Loss Prevention/Security of any guest reports of theft.

Assist management in training, evaluating, counseling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. 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 Supervisors.

Preferred Qualifications

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.
• License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.