Operations Administrator in London, United Kingdom

POSITION SUMMARY

The Operations Administrator has a key role onsite ensuring everyday compliance within operations and facilities.

They will work in an office environment supporting the Director of Operations and all Heads of Department with administrative tasks ensuring all tasks, jobs and projects are completed in an efficient and timely manner.

CRITICAL TASKS

Specific Administration Tasks

• Liaise with Heads of Departments to order supplies, uniforms, other miscellaneous supplies, tools and update stock lists as needed, ensuring goods are received.

• Prepare requisitions, raise & place purchase orders for all departments.

• Maintain purchase orders log and file purchase orders upon payment, ensuring that orders match packing slips.

• Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment.

• Determine proper storage methods, identification, and stock location based on turnover, environmental factors, and physical capabilities of facilities.

• Create and maintain filing systems and dispatch / close work orders.

• Ensure internal phone list is up to date and communicate updates to site as/when required.

• Create and type office correspondence using computer and replying to correspondence.

• Assist with completion of security audits plus coordinate the audits of other departments.

• Assist Food & Beverage and Housekeeping Departments with stock take, ensuring stock sheets are up to date.

• To attend any training sessions as and when required.

• To work with departmental colleagues on any projects or ad-hoc tasks as allocated by the Manager.

• Maintain filing system, confidentiality and security of associate and property records, files, and information i.e., uniform, locker, key request forms.

• Perform other reasonable job duties as requested by Management.

Guest Relations

• Assist the Front Office and Concierge departments with telephone calls during busy times. Communicate guest’s requests to relevant departments as needed.

• Take Room Service orders and enter into Squirrel.

• 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.

• Address guests’ service needs in a professional, positive, and timely manner.

• 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 or moving objects out of the way).

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, etc.) to resolve issues, delight, and build trust.

Systems

• Tracking of key controls.

• Coordinate Asgard, Squirrel and Birchstreet process.

• Assist the Director of Operations and all Heads of Departments in placing Birchstreet orders.

• Place guest requests in Asgard making sure that all requests are actioned on a timely manner.

• Train new associates on Birchstreet and Asgard.

Health & Safety

• Assist Engineers with health and safety logs and checklists.

• Ensure all health and safety records are in place and action daily.

• Update and post all pertinent information on H&S bulletin board for associates.

• Answer phone calls, action, record and deliver messages where appropriate dispatching requests to Engineers.

• Schedule and document Planned Maintenance.

• Update of fire life safety documentation.

• To be fully conversant with the Hotel Fire and Emergency operations.

• To know and follow the Health & Safety at Work Act.

• To assist Head of Security coordinate annual mandatory training for site i.e., Health & Safety, Human Trafficking and maintain up-to-date training records.

• Follow all company and safety and security policies and procedures; report maintenance problems, safety hazards, accidents, or injuries; and complete safety training and certifications.

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor/HR.

• Be aware and follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment i.e., contractors, COSHH.

• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

Communication

• Talk with and listen to other associates to effectively exchange information.

• Exchange information with other associates using electronic devices (e.g., deck phone and two-way radios, email).

• Speak to Members, Guests and co-workers using clear, appropriate and professional language.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Speak with others using clear and professional language.

• Develop and maintain positive working relationships with others and listen and respond appropriately to the concerns of others. Ensure adherence to quality expectations and standards.

Policies and Procedures

• Ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets.

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Working with Others

• Develop and maintain positive and productive working relationships with other associates and departments.

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Actively listen to and consider the concerns of other associates, responding appropriately and effectively.

• Coordinate with other departments using telecommunications devices in order to respond to requests and resolve operations/maintenance issues.

Physical Tasks

• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 75 pounds without assistance.

• Enter and locate work-related information using computers.

• Move up and down stairs and/or service ramps.

• Move over sloping, uneven, or slippery surfaces.

• Read and visually verify information in a variety of formats (e.g., small print).

Maintain Building and Property

• Report any serious maintenance problems, unusual findings, or safety hazards immediately to Management

PREFERRED QUALIFICATIONS

Education

Minimum GCSE or equivalent

Related Work Experience

One-year office experience in an administrator role

Supervisory Experience

No supervisory experience is required

CRITICAL COMPETENCIES

General Administration

• Microsoft Office

• Typing

• Filing

• Maintain Files and Records

Communications

• Telephone Etiquette Skills

• English Language Proficiency

• Communication

• Writing

• Listening

• Applied Reading

• Form, Report, and Log Completion

• Electronic Communication

Interpersonal Skills

• Teamwork

• Interpersonal Skills

• Customer Service Orientation

• Diversity Relations

Organization

• Detail Orientation

• Multi-Tasking

• Time Management

• Planning and Organizing

Personal Attributes

• Integrity

• Dependability

• Positive Demeanor

• Presentation

• Initiative

• Stress Tolerance

• Adaptability/Flexibility

• Safety Orientation

• Adaptability/Flexibility

Analytical Skills

• Computer Skills

• Learning Computer Skills

EVALUATION PROCESS

By Whom: Director of Operations

Frequency: Bi annual/Annually

Criteria: Accuracy, timeliness, attitude and overall performance

Standards: Quality/quantity of work reliability/dependability

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture