Front Desk Supervisor – Sheraton Grand London Park Lane


Job Number 19166442
Job Category Rooms and Guest Services Operations
Location Sheraton Grand London Park Lane| Piccadilly| London| Greater
London| United Kingdom
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.

_Rooms Controller shift coverage will be required_

Skills and Knowledge unique to this position

 Oversee the daily operation of the Front Desk
 Regularly review room availability situations together with Housekeeping.
 Ensure all Front Desk tasks are complete in a timely manner
 Ensure all brand standards are being followed by the Front Desk Agents
 Monitor room type booking levels and ensure the appropriate allocation of
rooms for arrivals as well as communicating on room upgrades to the reception
 Ensure optimum occupancy and average rate for the purpose of maximizing
 Record and hand over to Housekeeping or Security any lost or found items.
 Report any faults or system problems to the IT Department and to follow up
where necessary.
 Report any faults or issues guests have risen to the Duty Manager or
relevant departments.
 Ensure guest privacy and security| respecting confidential information.
 To be fully conversant with all front office departmental procedures.
 Monitor front desk activities with regards to rebates| refunds| currency
exchange| paid outs| billing instructions| discounted rates in compliance with
hotel policy.
 Carry out all duties relating to correct billing of revenues| cash control|
float balances and credit balances of guests in-house
 To be familiar with hotels guest key systems and procedures.
 To be fully conversant in the local language.
 Along with reservations and accounts manage the pay masters and ensure these
are closed in a timely manner
 Respond to all emails to the Shift Leader account in a timely manner

Key Tasks – Rooms Controller related

 Assign room according to guest request and preferences whenever possible.
 Accommodate requests for room changes when possible.
 Monitor the Mobile App throughout the day and process accordingly
 Balance the house through MARSHA
 Keep track of changes in room status (e.g.| early check-out| late check-out|
room transfer| unexpected stay over) for Housekeeping.
 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.
 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.
 Ensure rates match market codes and that any exceptions are documented and
include an explanation.
 Verify and adjust billing for guests.
 Pre-register designated guests and prepare key packets.
 Organize and coordinate check-in/pre-registration procedures for arriving
 File guest paperwork or documentation.
 Set up accurate accounts for each guest upon check-in according to their
requirements (i.e.| sharewiths| separate room/tax/incidentals| comp). ƒ
Process all guest check-ins by confirming reservations in computer system
(e.g.| Fidelio| PMS| FOSSE| OPERA)| verifying guest identity| requesting form
of payment| assigning room| and issuing room key in accordance with property
policies and procedures.
 Secure valid form of payment (e.g.| credit card| cash) prior to issuing room
key. ƒ Clear departures in computer system to document that rooms are no
longer occupied. Reservations/Blocking Rooms
 Identify any over-commitments by room type (e.g.| bedding| view| size).
 Block rooms and identify designated requirements and requests (e.g.|
guaranteed room types| special requests| VIP|s| early arrivals| guest
 Perform duplicate reservation checks.
 Confirm reservations and cancellations. Reports/Recordkeeping
 Run daily reports (number of arrivals| departures)| identify any special
requests| and check reports for accuracy.
 Maintain and update database-containing preferences of repeat and VIP
guests. Guest Services
 Contact appropriate individual or department (e.g.| Bell person| Front Desk|
Housekeeping| Engineering| Security/Loss Prevention) as necessary to resolve
guest call| request| or problem.
 Follow up with guests to ensure their requests or problems have been met to
their satisfaction.
 Receive| record| and relay messages accurately| completely| and legibly.