Job Description

Additional Information

Job Number

25182738

Job Category

Rooms & Guest Services Operations

Location

Sheraton Heathrow Hotel, Heathrow Airport, West Drayton, England, United Kingdom, UB7 0HJ

Schedule

Full Time

Located Remotely?

N

Position Type

Management

JOB SUMMARY

The Guest Relations & Quality Manager (Community Manager) is the principle orchestrator and welcoming face of the Sheraton public space which offers features and services for guests that are uniquely Sheraton - ultimately fostering guest productivity, connectivity, and a sense of community. In this role you will be responsible for implementing quality assurance processes that meet the company's mission and brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. This position champions the Quality function and builds support for change. You will activate key Sheraton public space proof points and programming including the Community Table, Studios, Booths and the Coffee Bar&More which enable guest productivity and connectivity and foster a sense of community, delivering on the Sheraton experience. You will work to facilitate peak performance and achievement of guest work goals while staying with us by ensuring guests are connected with tech support, can procure work space, have food & beverage needs met, and any other ad-hoc requests through seamless coordination with other departments and functions. This role also facilitates connectivity between guests and the local community by forming and managing partnerships with local businesses and organizing lobby events that promote the learning and growth of our guests. You will drive profitability in the transformed Sheraton public space and is empowered to use their discretion to elevate and deliver personalized guest service with a community mindset - critically important as a core value of the Sheraton brand.

CANDIDATE PROFILE

You are a dynamic and customer-focused hospitality professional with a proven track record of delivering exceptional guest experiences in fast-paced environments. To be successful you'll bring a minimum of 2 years of hands-on experience in guest relations, front office operations, and service excellence.

CORE WORK ACTIVITIES

Maintaining Public Space Goals by activating key branded public space proof points that deliver on the Sheraton experience. Enabling Guest Productivity by maximising guest productivity, providing meeting spaces, business services and an atmosphere conducive to guest success. Building Community and relationships with both guests and local organizations and business to create a sense of community within the hotel through networking and enriching events Creates a seamless, easy experience for guests, provides continuity to the guest experience journey by supporting all guest relations matters within the public space. Managing Quality Assurance goals, by driving property quality and compliance through TQM leadership, audits, best practice implementation, and measurable process improvements. Managing Quality tools, Analysing issues and identifies trends. Managing the Guest Experience holistically, modelling service behaviors that exceed guest expectations.

Perks you deserve

We'll support you in and out of the workplace by offering:


Competitive rate of pay + discretionary bonus plan Upsells and guest referral incentives

uncapped

! Complimentary car park - worth up to

1,300.00 p/a

Complimentary uniforms/free dry cleaning - worth up to

1,000.00 p/a

Dental and Eye care benefits worth up to

1,000.00 p/a

Paid meal break and free meals on duty Team-spirited co-workers Encouraging management Wellbeing programs Learning and development opportunities Discounts on hotel rooms, gift shop items, food and beverage Recognition programs Inspiring career mentors Friendly a vibrant team atmosphere Graduate programs (subject to eligibility) Network of inspiring business leaders that support development and endless opportunities Travel the world with the #1 leader in hospitality (Global Transfers)

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.


When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.