Front Office Supervisor – Four Points by Sheraton Melbourne Docklands – Victoria

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Where timeless classics are woven with modern details. Where business meets pleasure. Where even when you’re global, you can experience the local. Designed for the independent traveler seeking balance, there’s Four Points.

Job Scope

Required to effectively monitor the operations of the Front Office; including providing support and guidance to fellow associates to ensure a successful and effective operation. Ensure standards are achieved and procedures maintained. Assist the Front Office Management with all aspects of departmental operations, making business decisions for the unit in the absence of the Duty Manager/Front Office Manager.

Conduct their duties in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained.

Key Responsibilities

· Responsible for the day to day leadership and supervision of associates working in the department.

· Co-ordination of all aspects of the departments operation to ensure that the services of the Department are delivered to guests or internal customers with the aim of exceeding guest expectations and in accordance with Four Points by Sheraton standards and procedures.

· Handle customer queries and complaints with professionalism, concern and understanding according to Hotel standard.

· Deal with all guest requests promptly, taking personal responsibility to ensure guest satisfaction.

· Pursue every opportunity to upsell. Ensure sales are maximized through product knowledge and suggestive upselling.

· Demonstrate comprehensive knowledge of Front Office procedures and computer systems including Opera Micros, Starguest etc.

· Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIP’s and Guest History guests.

· Be familiar with all vouchers, group billing and opera cashiering procedures

· Handle the guest check in process in accordance with the Welcome, ensuring all necessary information is obtained upon check-in, following hotel credit procedures

General Responsibilities:

· Demonstrate clear behaviors that align to the Property Service Culture Standards, the Marriott Journey and Brand Core values

· Uphold the Marriott International culture by demonstrating the required Service Standards at all times to guests and fellow associates

· Personally ensure compliance with all relevant Work Health & Safety legislation and related hotel & Marriott International Policies including ensuring safe manual handling procedures are followed.

· Be well versed and knowledgeable of Four Points by Sheraton Melbourne’s Fire and Evacuation procedures as well as health and safety requirements in the Workplace.

· Comply with and abide by all hotel policies and procedure and information as outlined in Associate handbook including the Company policy pertaining to Anti–Discrimination & Anti-Harassment.

· Comply with Marriott International’s Worldwide Code of Business Conduct and Ethics and the Policy against Insider trading at all times

· Maintain the strictest confidence on all matters relating to Marriott International and the Hotel, ensuring that business dealings within the organization are not discussed with outside parties.

· Analyze and respond to guest feedback, guest satisfaction and employee satisfaction information; and give a positive commitment to continuous improvement of product and performance in line with Brand Standards.

· Attend all relevant meetings, ensuring active participation, timely follow up on action items and pro-active dissemination of relevant communication points back to the department

Marriott International is an equal opportunity employer committed to hiring a diverse workforce

and sustaining an inclusive culture. Marriott International does not discriminate on the basis of

disability, veteran status or any other basis protected under federal, state or local laws.

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