MAJOR FUNCTION & RESPONSIBILITIES :
To supervise Club Floor associate to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. To ensure that club floor operations are working in a professional manner at all times. Will perform front desk clerk and cashier responsibilities and duties when assigned, and assume desk manager’s responsibilities when needed. To train Club Floor associate on a daily basis, on-the-job and during 15 minutes training. Assist the manager in all areas to ensure a correct and smoothly operating department.
SPECIFIC DUTIES :
1. Staff Management
a. Hold a pre-shift meeting with associate prior to reporting to stations.
b. Be prepared for each daily activity and review any variations with manager and associate.
c. Work shifts are covered with adequate staffing, ensure correct staffing during peak periods and during high occupancy.
d. Ensure all associates are aware of role and responsibilities and operate within their guidelines.
e. Consistently document variations in associates performance and counseling in such cases.
f. Ensure associate is properly groomed and uniformed at all times.
g. Ensure department cleanliness is maintained at all times.
h. Each associate is expected to carry out all reasonable requests by management, which the associate is capable of performing.
i. Maintain efficiency in the operation of the associate in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
j. Maintain close control and inventory of uniforms, supplies and equipment on hand.
k. Prepare and post weekly schedules in accordance to guest needs and associate availability.
l. Conduct frequent hospitality audits to ensure the associate are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
m. Maintain a complete and accurate set of logs (pass-on, management roaster, emergency procedures, etc)
n. Maintain a good working relationship with the associate and other departments.
o. Determine the requirements for, and the follow-up on, special groups or VIPs.
p. Prepare and submit accident or injury reports when needed.
q. Constantly stress to the associate that they are the most effective tools in merchandising the hotel. Establish a “sales pitch” for the associate to use when assisting guests.
r. Ensure all guests experiencing a problem receive an appropriate response, any promised compensation is delivered and all guest receive appropriate follow up in a timely and professional manner.
s. Establish effective communication with associates to gain their trust and respect.
t. Maintain fair and consistent counseling and/or disciplinary procedures in accordance with Marriott’s Guarantee of Fair Treatment Policy.
2. Train
a. Ensure all associates are safety conscious and trained in safe work practices.
b. Implement an effective training program for new and current associates using records, menus and appropriate reference manuals.
c. Implement proper training program and control the training of the associate to top efficiency and in accordance with Marriott policies
d. Encourage problems solving by associates through proper training and empowerment.
e. Provide job descriptions and an updated training manual.
f. Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each. Ensure that all associates are properly trained in these procedures.
g. Have accurate and complete guest assistance information available regarding events taking place in town, restaurants, athletic events, etc.
h. Facilitate departmental training modules. Continually monitor, evaluate and revise training content to reflect changes in the process and address the needs identified by associates and your manager.
i. Follow up regularly with Department Heads regarding the Club Floor process and the performance of their department responsibilities along with the department’s function.
3. Administrative
a. Hold monthly department meetings.
b. Establish goals and objectives to improve the department.
4. Additional Responsibilities
a. Responsible for the efficient and professional running of the club lounge, including relationships with other departments.
b. Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.
c. Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
d. Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards.
e. Recommend to the Management changes in procedures likely to improve the standard of services.
f. Responsible to up sell the hotel rooms and facilities and achieve the highest possible occupancy.
g. Keep update and necessary information of Hotel and city to answer or provide services to inquiry guests.
h. During peak hours, be at the club lounge to ensure efficient and smooth service is provided to all customers.
i. Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
j. Be problem seeker and solver.
k. Bank out cashiers at the end of each shift according to the blind drop procedures.
l. Check opening house count and establish rate to be quoted during the day with the Reservation Supervisor and the Assistant Front Office Manager
m. Review discrepant rooms regularly.
n. Ensure that all Marriott Rewards guests, VIP guest and repeat guests are identified, recognized, pre-blocked and special treatment is brought to the room.
o. Review credit reports and take appropriate action to resolve all problems.
p. Ensure that O-status and H-status do not carry any unusual outstanding balances.
q. Complete work or special projects as assigned and make sure to meet due dates.
r. Work together with associate on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.
s. Check the information board, daily event sheet, is up to date and informed about daily operations.
t. Have knowledge about sales strategy, packages, promotions, and discounts and know how to handle these and how they relate to other departments.
u. Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of the hotel.
v. Develop knowledge about frequent guests and their special requests and needs.
w. Also be familiar with cultural differences in order to meet all different customer needs.
x. Have PMS and MARSHA skills.
y. Be knowledgeable about etiquette and protocols.
z. Be familiar with all emergency plans and be able to act upon them.
aa. At all times strive to represent Marriott in the most professional, courteous manner.
bb. Keep up to date guest histories of all Club Floor guests and notify the management to follow up on their birthdays, anniversaries, preferences, etc.
cc. Prepare personalized amenities and place in rooms.
dd. Report on losses and breakages.
ee. Ensure that Food and Beverage supplies and guest amenities are requisitioned on a daily basis.