Job Information
Marriott Welcome Desk Supervisor (Front Office - Guest Experience Supervisor) - W Prague - Pre-opening in Prague, Czech Republic
Additional Information EU Nationality or work permit for the Czech Republic needed
Job Number 24042620
Job Category Rooms & Guest Services Operations
Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.
Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.
W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.
W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.
JOB SUMMARY
A Welcome Desk Supervisor in the realm of luxury hospitality orchestrates opulent guest interactions, impeccably manages talent, and meticulously oversees the seamless flow of high-end services. The role involves curating exclusive experiences, navigating intricate administrative tasks, and upholding an ambiance of sophistication to elevate the overall luxury guest journey.
CORE WORK ACTIVITIES
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Complete appropriate safety training and certifications to perform work tasks.
Maintain awareness of undesirable persons on property premises.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
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.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
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.
Address guests' service needs in a professional, positive, and timely manner.
Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Assist other talent to ensure proper coverage and prompt guest service.
Thank guests with genuine appreciation and provide a fond farewell.
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.
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.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
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.
Talk with and listen to other talents to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Exchange information with other talents using electronic devices (e.g., pagers and two-way radios, email).
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Assists Management
Ensure that hourly talents are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Coach and develop talents (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
Encourage and motivate talents to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Listen to hourly talents suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Serve as a departmental role model or mentor by working alongside talents to perform technical or functional job duties.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Assist management to ensure that hourly talents have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly talents and ensure that they are understood.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Working with Others
Actively listen to and consider the concerns of other talents, responding appropriately and effectively.
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other talents and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Handle sensitive issues with talents and/or guests with tact, respect, diplomacy, and confidentiality.
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
Stand, sit, or walk for an extended period of time or for an entire work shift.
Enter and locate work-related information using computers and/or point of sale systems.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
Reports/Recordkeeping
- Complete designated cashier and closing reports in the computer system.
Maintenance/Security
- Notify Security of any guest reports of theft.
CANDIDATE PROFILE
High school diploma/G.E.D. equivalent
At least 1 year of related work experience
At least 1 year of supervisory experience
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.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.