Assistant Front Office Manager - JW Marriott Grosvenor House

EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriottis part of Marriott Internationals luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy our guests will be happy. Its as simple as that. Our hotels offer a work experience unlike any other where youll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training development recognition and most importantly a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. Thats The JW Treatment.

Grosvenor HouseLocated on Park Lane in the heart of Mayfair our distinguished 5-star hotel offers exceptional accommodation epicurean delights and sweeping views over Hyde grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomescelebrities royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep the hotel is a stones throw from Bond Street Knightsbridge Regent Street Buckingham Palace V&A Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present and indulge in the inspired service and nourishing surroundings.

We are currently recruiting forAssistant Front Office Managerwho strive to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International the worlds largest and most celebrated hospitality brand.

JOB SUMMARY

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

CANDIDATE PROFILE

• High standard of Front Office operations
• Demonstrate excellent attention to detail organisational and communication skills
• Experience of managing developing and leading a team
• Minimum 2 years experiencein a similar positionwithin a hotelenvironment

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilises 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 behaviours.
• 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 behaviours.
• 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.
• Analyses 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.

REWARDS FOR WORK BENEFITS FOR YOUR LIFESTYLE

As a world-class leader in the travel industry theres no better place than Marriott International to make your mark. Joining us youll get to entertain and meet people from all over the world as you build your experience. Youll find a place where your personality and ideas are appreciated just as much as the work you do. Youll grow through opportunities to explore the business opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others we welcome you to join our global family.

Well support you in and out of the workplace by offering:

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Comprehensive Training and Development program
• Meals at work
• Uniform
• Awards and recognition celebrations and many more.

Our highest priority is making you feel as welcome as our guests. We want you to know youre important to us and that youll make an impact in your role and for that youll be appreciated and valued.

In line with the Asylum and Immigration Act 1996 we do require all applicants to have the eligibility to live and work in the United Kingdom. Documentation will be required.

Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive people-first are committed to non-discrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.