English Language Manager - Brent, Greater London, United Kingdom - W London

Description

Serves as the property Manager on Duty and oversees all property operations during the overnight shift. Ensures that the highest levels of hospitality and service are provided during the overnight shift. Represents property management in resolving any guest or property related situation. 4 years experience in the guest services, front desk, housekeeping, or related professional area.

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

Supporting Hotels and Welcome Office Management
Assist the Welcome Office Manager in overseeing the Welcome Office operations
Responsible for all departments overnight and supports, Concierge, Food and Beverage, In Room Dining, Kitchen and Style
advocate sound financial/business decision making; Encourage and building mutual trust, respect, and cooperation among team members.
Communicate performance expectations to employee in accordance with job descriptions for each position.
Monitoring and Supporting Progress towards Welcome Offices Goals
Ensure the quality, standards and the expectations of the guests are being met on a daily basis.
Ensure that all the night procedures are in line with financial audits but at the same time are efficient and effective
Handle complaints and settling disputes that have escalated all the way from the Lead Welcome Office Agents, and resolve grievances and conflicts that have escalated

Participate and help develop departmental meetings and continually communicate a clear and consistent message regarding the Welcome Office goals to produce desired results.

Supervise staffing levels and constantly monitor scheduling duties to ensure that guest services, operational needs and financial objectives are met.

If necessary, be prepared to look for alternative accommodation for potential book outs in case of overbooking situation
Understand the impact of Welcome Office operations on the overall property financial goals and objectives.

Manage the Welcome talents, including the Welcome Desk Leads and Welcome Desk Agents, to ensure all Brand Standards are met as well as established HIDs are being followed.

Interact with guests to obtain feedback on product quality and service levels.
Constantly monitor GSS performance and motive the team to always strive higher. Responsible for coming up with new creative and innovative ways how to elevate GSS results
Be present for any high VIP guests and be always ready to meet & greet
Managing Projects and KPIs

List of current KPIs:
Guest Satisfaction Survey, Mobile Services, GXP, Delivering Departmental Profit, Brand Standard Audit, Associate Engagement Survey, Marriott Bonvoy Enrolments
Be proactively seeking performance in all relevant KPIs and ensure that the team is informed of the most recent results
Ensure each KPI has appropriate projects in place and right associates are driving these projects towards overall satisfaction
Provide guidance and support to all the talents involved in the projects
Drive and develop internal incentive program to help the team to reach the desired KPIs
Identify the developmental needs of others and coach, mentor, or otherwise help others to improve their knowledge or skills.
Assist in handling employee performance issues (e.g., performance reviews, counseling, and recommendations).
Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
Conducts training when appropriate.
Ensure the rota is completed in timely manner and reflects operational and financial goals of the hotel
Ensure all holidays are managed effectively
Be involved all the payroll related activities including managing Kronos, Oracle and any type of incentive pay that the team receives on monthly basis
Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person if necessary
Comply with loss prevention policies and procedures.
Main point of contact for all H&S of the hotel at night
complete safety and security training and certifications on a timely manner.
Follow all company policies and procedures. Required to work 5 days 8 hour shifts

We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.

In joining W Hotels, you join a portfolio of brands with Marriott International.