Assistant Front Office Manager

Hanbury Manor Hotel & Country Club- With its fragrant walled gardens stately Jacobean country house the historic Hanbury Manor Marriott Hotel & Country Club makes a lasting impression

Marriott International the worlds largest hotel company with more than 500 global locations and 600000 associates worldwide is redefining hospitality so that our guests can experience Wonderful Hospitality Always. Combining old school classic elegance and impressive grandeur with a contemporary holistic approach Hanbury Manor Marriott delivers premium choices sophisticated style and well-crafted experiences for the discerning.

We are now recruiting for adynamic and passionate Assistant Front Office Managerto join our magnificent hotel. Have fun working alongside a great team and enjoy a world where career progression opportunities and world class training is available to enjoy crafting bespoke journeys for are looking for a passionate enthusiastic progressive hands-on leader to lead our energetic and enthusiastic Front Office team at thehistoric Hanbury Manor Marriott Hotel. The successful candidate would shape the team to achieve Marriott UKs Thrive25 strategy.

ARE YOU ELIGIBLE TO WORK IN THE UK

A points-based immigration system affecting the eligibility to apply to work in the UK has been introduced from 01 January 2022. Applicants with Irish citizenship an indefinite leave to enter the UK or an indefinite leave to remain in the UK are eligible to work in the UK including EU citizens who already lived in the UK by 31 December 2020. Please refer to the Home Office website for more details.

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Concierge/Door Staff Front Desk/ Nights. Position directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 2 years experience in the guest services front desk or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust respect and cooperation among team members.

Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees absence.

Ensures employee recognition is taking place on all shifts.

Establishes and maintains open collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize organize and accomplish your work.

Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.

Strives to improve service performance.

Collaborates with the Front Office Manager on ways to continually improve departmental service.

Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

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.

Serves as a role model to demonstrate appropriate behaviors.

Sets a positive example for guest relations.

Displays outstanding hospitality skills.

Empowers employees to provide excellent customer service.

Interacts with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.

Provides feedback to employees based on observation of service behaviors.

Handles guest problems and complaints effectively.

Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

Implements the customer recognition/service program communicating and ensuring the process.

Ensures compliance with all Front Office policies standards and procedures.

Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

Provides information to supervisors and co-workers by telephone in written form e-mail or in person.

Analyzes information and evaluating 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.

Functions in place of the Front Office Manager in his/her absence.

Communicates critical information from pre- and post-convention meetings to the Front Office staff.

Participates in department meetings.

What is in it for you

Youll be supported in and out of the workplace through:

• Competitive Salary 28days holiday including bank holidays increasing to a maximum of 35 days with each year of service
• Discount in our Cast Iron Grill restaurant/Vardons/Spa/Golf
• Complimentary private healthcare via AXA
• Fantastic management Bonus Scheme
• Length of service rewards
• Monthly/yearly recognition schemes
• Extensive training both internally and externally
• World-class career opportunities internationally within Marriott hotels tailored to your specific needs
• Heavily discounted room rates for you & friends and family
• Professional learning and development opportunities
• Complimentary meals on duty
• Complimentary dry cleaning - we want you to look smart and well-groomed at all times
• Complimentary use of Gym - because your well-being is important
• Annual parties Christmas lunches Summer BBQs and Easter celebrations
• Pension scheme
• Cycle to work scheme
• Access to major high street discounts so you can treat your friends and family

Marriott Hotels strive to elevate the art of hospitality innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels you will help keep the promise of Wonderful Hospitality. Always. by delivering thoughtful heartfelt forward-thinking service that upholds and builds upon this living legacy. With the name thats synonymous with hospitality the world over we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels you join a portfolio of brands with Marriott International.Bewhere you can do your best workbeginyour purposebelongto an amazing global team andbecomethe best version of you.