Welcome Desk Manager (Front Desk) - W Hotels (22034548) (Toronto)

Welcome Desk Manager (Front Desk) - W Hotels (22034548)

Live Fully at Marriott International 1 Leader in Hospitality At Marriott International you have the opportunity to grow in your career work with teammates that feel like family and help make our world a better place. W Toronto located at 90 Bloor St. Toronto ON M4W 1A7 is hiring a Welcome Desk Manager (Front Desk). Responsibilities include Time to rock the house -front of house and heart of house Under the guidance of the Director of Welcome you will be supporting the rooms division (Welcome Desk) to ensure our guests have an epic experience. Whether it s in the spotlight center stage or navigating backstage behind the scenes you are an expert in operations and making things happen is second nature to you. No task too big no ask too small your attention to detail and ability to execute are the reasons you shine on stage Are you ready for your debut as W Toronto s Welcome Manager Make your move. In other words you will . Assists in managing the execution of all operations in the rooms area departments (e.g.Front Office) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals. Process all guest check-ins by confirming reservations assigning room and issuing and activating room key. Process all payment types such as room charges cash checks debit or credit. Set up accurate accounts for each guest upon check-in (i.e. separate room tax incidentals comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g. Bellperson Housekeeping) as necessary to resolve guest call request or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications. Perform any other duties as assigned by management. CRITICAL TASKS Safety and Security Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).Report work related accidents or other injuries immediately upon occurrence to manager supervisor.Maintain awareness of undesirable persons on property premises.Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.Identify and correct unsafe work procedures or conditions and or report them to management and security safety personnel.Complete appropriate safety training and certifications to perform work tasks. Policies and Procedures Protect the privacy and security of guests and coworkers.Maintain confidentiality of proprietary materials and information.Follow company and department policies and procedures.Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.Protect company tools equipment machines or other assets in accordance with company policies and procedures.Perform other reasonable job duties as requested. Guest Relations Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP MYSTIQUE) to resolve issues delight and build trust.Address guests service needs in a professional positive and timely manner.Assist other employees to ensure proper coverage and prompt guest service.Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guest s name when possible.Thank guests with genuine appreciation and provide a fond farewell.Anticipate guests service needs including asking questions of guests to better understand their needs and watching listening to guest preferences and acting on them whenever possible.Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).Engage guests in conversation regarding their stay property services and area attractions offerings.Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.Develops specific goals and plans to prioritize organize and accomplish your work.Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.Supervises staffing levels to ensure that guest service operational needs and financial objectives are met. Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired results.Understands the impact of department s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. Communication Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in one s voice using the callers name transferring calls to appropriate person department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call.Speak to guests and co-workers using clear appropriate and professional language.Provide assistance to coworkers ensuring they understand their tasks.Talk with and listen to other employees to effectively exchange information.Discuss work topics activities or problems with coworkers supervisors or managers discreetly and quietly avoiding public areas of the property.Exchange information with other employees using electronic devices (e.g. pagers and two-way radios email).Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness. Assists Management Screen resumes conducting interviews and selecting new hourly hires using selection tools and systems.Ensure that hourly employees are trained on company core values job roles responsibilities and technical and service aspects of the job.Assist in establishing and communicating goals performance expectations timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.Prepare and conduct performance reviews of hourly employees.Assist in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.Assist in preparing work schedules of hourly employees.Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.Encourage and motivate employees to perform their best take responsibility for tasks and assignments make decisions and provide input on possible improvements.Listen to hourly employees suggestions for improving how work is done and how guests are served gaining management support as needed to act upon suggestions.Serve as hourly employees first point of contact as part of the Guarantee of Fair Treatment Open Door Policy process.Coordinate tasks and work with other departments to ensure that the department runs efficiently.Assist management in establishing and communicating goals performance expectations timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.Ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g. supplies equipment and inventory).Coach and develop employees (e.g. create expectations for continual improvement provide challenging tasks and assignments hold development discussions and construct and execute development plans).Serve as hourly employees first point of contact as part of the Guarantee of Fair Treatment Open Door Policy process.Prepare payroll of hourly employees (e.g. ensure accuracy adjustments and distribution).Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores.Working with Others Handle sensitive issues with employees and or guests with tact respect diplomacy and confidentiality.Develop and maintain positive and productive working relationships with other employees and departments.Support all co-workers and treat them with dignity and respect.Actively listen to and consider the concerns of other employees responding appropriately and effectively.Partner with and assist others to promote an environment of teamwork and achieve common goals.Quality Assurance Quality Improvement Comply with quality assurance expectations and standards.Monitor the performance of others to ensure adherence to quality expectations and standards.Physical Tasks Enter and locate work-related information using computers and or point of sale systems.Stand sit or walk for an extended period of time or for an entire work shift.Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance.Check-in Check-out Activate room keys using electronic key machine (e.g. Saflok) and reissue new room keys to guests as necessary (e.g. lost key) by verifying guest identity and using electronic key machine.Set up accurate accounts for each guest upon check-in according to their requirements (i.e. separate room tax incidentals comp).Assign room according to guest request and preferences whenever possible.Sell a room accommodation to guests without reservations based on availability.Ask for and enter Marriott Rewards information (e.g. number name address) when taking reservation or checking guest in.Communicate to appropriate staff that there are guests that are waiting for an available room.Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns.Keep track of changes in room status (e.g. early check-out late check-out room transfer unexpected stay over) for Housekeeping.Accommodate requests for room changes when possible.Obtain and verify proper tax-exempt information for tax-exempt guests.Verify and adjust billing for guests.Ensure rates match market codes and that any exceptions are documented and include an explanation.File guest paperwork or documentation.Review out-of-order rooms daily to determine status and estimated date for return to room inventory.Review requests for late check-outs and approve according to occupancy.Process all check-outs including express check-outs resolving any late and disputed charges settling account retrieving room key and requesting comments on guest s stay.Clear departures in computer system to document that rooms are no longer occupied.Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required.Organize and coordinate check-in pre-registration procedures for arriving groups.Reservations Blocking Rooms Anticipate sold-out situations and determine how many rooms are over-committed.Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.Block rooms in the computer and identify designated requirements and requests (e.g. guaranteed room types special requests VIP s early arrivals guest recognition).Reports Recordkeeping Review shift logs daily memo books and document pertinent information in logbooks.Guest Services Contact appropriate individual or department (e.g. Bellperson Front Desk Housekeeping Engineering Security Loss Prevention) as necessary to resolve guest call request or problem.Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.Follow up with guests to ensure their requests or problems have been met to their satisfaction.Cash Handling Balance and drop receipts according to Accounting specifications.Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.Count bank at end of shift and secure bank.Process all payment types such as room charges cash checks debit or credit.Obtain manual authorizations and follow all Accounting procedures when computer system is down.Finance-Related Assist staff with expediting problem payments (e.g. problems processing credit card). CRITICAL COMPETENCIES Analytical Skills Problem SolvingLearningComputer SkillsDecision-MakingInterpersonal Skills Team WorkCustomer Service OrientationInterpersonal SkillsDiversity RelationsCommunications ListeningCommunicationEnglish Language ProficiencyTelephone Etiquette SkillsApplied ReadingWritingPersonal Attributes DependabilityIntegrityPositive DemeanorInitiativeStress ToleranceAdaptability FlexibilityPresentationOrganization Planning and OrganizingMulti-TaskingAssists Management Resolving ConflictTeam Building PREFERRED QUALIFICATIONS Education High school diploma G.E.D. equivalent Related Work Experience At least 2 year of related work experience Supervisory Experience 2 years supervisory experience is required At Marriott we are committed to putting our associates first and their health and safety are our highest priorities. This position requires associates to be fully vaccinated for COVID-19 per current Public Health Agency of Canada standards or approved for a Human Rights accommodation. Apply now at s jobs.marriott.com marriott jobs 22034548 lang en-us Marriott International is consistently recognized as an employer of choice globally by FORTUNE magazine DiversityInc. and Great Places to Work Institute among others. Chat engage and follow us on social media. Facebook Twitter LinkedIn InstagramVisit marriott.com careers to learn more about our workplace culture and career opportunities. . 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. Notification to Applicants W Toronto takes seriously its obligations under provincial human rights and accessibility legislation (such as the Accessibility for Ontarians with Disabilities Act 2005 the Accessibility for Manitobans Act and Nova Scotia Accessibility Act). We are happy to provide accommodations to job applicants needing assistance. If you require an accommodation in relation to this job posting our online application or an interview please call 905-366-5227 or email CanadaApplicationAccommodation(at)marriott.co m and a member of our Human Resources team will respond to your request. Please note that this phone number and email are only for those individuals who would like to request an accessibility accommodation as part of the recruiting process.