Join the team at Cardiff Marriott Hotel as our Assistant Front Office Manager and play a key role in delivering exceptional guest experiences. We are looking for a passionate, organised, and motivated hospitality professional to support the daily operation of our Front Office department. You will assist in leading and inspiring the reception team, ensuring smooth check-ins and check-outs, handling guest enquiries with professionalism, and maintaining the highest standards of customer service. This is an exciting opportunity for someone with previous front office experience who is ready to take the next step in their hospitality management career within a fast-paced and rewarding environment.
Key Responsibilities
* Keeps Front Office team
focused on the critical components of operations to drive guest satisfaction
and the desired financial results.
* Ensures compliance with all
Front Office policies, standards and procedures.
* Conducts department meetings
and continually communicates a clear and consistent message regarding the Front
Office goals to produce desired results.
* Acts as the “Service
Champion” for the Front Office and creates a positive atmosphere for guest
relations.
* Displays leadership in guest
hospitality, exemplifies excellent customer service, and creates a positive
atmosphere for guest relations.
* Solicits associate feedback,
utilizes an “open door” policy, and reviews associate satisfaction results to
identify and address associate problems or concerns.
* Ensures associates are
treated fairly and equitably.
* Strives to improve service
performance.
* Reviews staffing levels to
ensure that guest service, operational needs and financial objectives are met.
* Empowers associates to
provide excellent customer service.
* Understands the impact of
Front Office operations on the Rooms area and overall hotel financial goals.
* Identifies and analyses Front
Office operational challenges and facilitates the development of solutions to
prevent reoccurrence.
* Establishes and maintains
open, collaborative relationships with associates and ensures associates do the
same within the team.
* Ensures recognition of
associates is taking place across areas of responsibility.
* Communicates performance
expectations in accordance with job descriptions for each position and monitors
progress.
* Ensures that all Front Office
areas have an atmosphere that is conducive to the overall guest experience.
* Reviews comment cards, guest
satisfaction results and other data to identify areas of improvement.
* Administers the performance
appraisal process for direct report supervisors.
* Assists with Interviews and
hires hourly associate team members with the appropriate skills and in a timely
manner to meet the business needs of the operation.
* Celebrates successes and
publicly recognizes the contributions of team members.
* Responds to and handles guest
problems and complaints.
* Observes service behaviours of
associates and provides feedback to individuals and/or managers.
* Ensures hotel policies are
administered fairly and consistently, disciplinary procedures and documentation
are completed according to Standard and Local Operating Procedures (SOPs and
LSOPs)
* To ensure all Regional Health
& Safety policy is adhered to, ensuring conformity and awareness at all
times.
* Managed department in line
with all regional targets and initiatives relating to Front Office.