Front Office Manager - W London
Front Office Manager - W London
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Are you ready to take centre stage and lead our Welcome Office team
Located in Soho W London owns the stage in the epicentre of the citys cultural core. Plugged in to the pulse of Londons energetic social scene this is where louderthanlife Soho mixes with the glitzy West End.
Core Responsibilities
Maintaining Guest Services and Welcome Office Goals
Manages daytoday operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritise organise and accomplish your work.
Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.
Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.
Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations recognises performance and produces desired results.
Understands the impact of the departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Supporting Management of Welcome Office Team
Utilises interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decisionmaking; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviours.
Supervises and manages employees. Manages all daytoday operations. Understands employee positions well enough to perform duties in employees absence.
Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team.
Ensuring Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.
Responds to and handles guest problems and complaints.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviours of employees and provides feedback to individuals.
Interacts with customers to obtain feedback on the quality of product service levels and overall satisfaction.
Ensures employees understand customer service expectations and parameters.
Emphasises guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
Implements the customer recognition/service programme communicating and ensuring the process.
Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Supervises sameday selling procedures to maximise room revenue and control property occupancy.
Supervises daily Welcome Office shift operations and ensures compliance with all policies standards and procedures.
Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Supporting Talent Resources Activities
Supports the developmental needs of others and coaches mentors or otherwise helps others to improve their knowledge or skills.
Solicits employee feedback utilises an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
Supports a departmental orientation programme for employees to receive the appropriate new hire training to successfully perform their job.
Participates in employee progressive discipline procedures.
Additional Responsibilities
Provides information to supervisors coworkers and subordinates by telephone in written form email or in person.
Analyses information and evaluates results to choose the best solution and solve problems.
Informs and/or updates the executives the peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Welcome Desk as necessary.
Runs Welcome Desk shifts whenever necessary.
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Welcome Desk goals to produce desired results.
- Meals Tasty and Varied Complimentary Meals in our Green Room canteen.
- Accommodation Service Charge Paid each month!
- Bonus Plan Eligible
- Private Medical Cover
- Learning and Growing Access to the best digital and classroom based training resources and cross exposure opportunities
- Apprenticeships Opportunities to undertake an apprenticeship to support your development in your role.
- Holiday 23 days of holiday excluding bank holidays (increase to 27 days with length of service
- Uniform Provided Dry cleaning included.
- Company PensionScheme Save for your future.
- Take Care Access to our Take Care Emotional Wellbeing Resources & Associate Assistance Service
- Celebrate Awards and Recognition Celebrations
- BenefitHub Access to further discounts for shopping cinema tickets technology and more!
- Events Monthly Calendar of Associate Focused & Fun Events
- Long Service Recognition Dedicated appreciation events for when you reach career milestones within the company.
- Global Marriott Hotel Discounts Accessible to you and your loved ones travel the world with Marriott International.
- Food & Beverage Discounts 20 Discount in all F&B outlets within Marriott Properties
- Spa Discounts 30 discount in our Away Spa
To be considered for this role all applicants must have a valid right to work in the United Kingdom.
Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.
Required Experience:
IC
Employment Type
Full-Time
