Front Desk Manager - EXPLORE MARRIOTT
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
JW Marriott is part of Marriott International's 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 you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll 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. That’s The JW Treatment.
Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone’s 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 for a Front Desk Manager who strives to provide and fulfil guest expectations, Supports and motivates a team to enhance the guest experience. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand.
JOB SUMMARY
Responsible for Front Desk daily operations and supervision of the Front Desk team. Position directs and works with associates to carry out guest arrival and departure procedures, ensuring consistent delivery of the highest standards of service, striving to ensure guest and associate satisfaction whilst maximizing the financial performance of the department.
CANDIDATE PROFILE
Experience:
1. Previous experience working within a Front Office or similar environment preferred.
2. Previous experience supervising a team preferred.
Skills and Knowledge:
3. Strong communication skills (verbal, listening, writing)
4. Comprehensive knowledge of front desk operational procedures
5. Technical understanding of the switchboard operations and front office operation
6. Working knowledge of reservation procedures and related systems
7. Personable and people orientated demeanor - ability to build relationships.
8. Effective coaching, negotiation and influencing skills
9. Creative and innovative problem solving and decision-making skills
10. Planning and organizational skills
11. Adaptability, and flexibility.
12. Maintain a high level of Integrity.
13. Strong business acumen and focus on results.
14. Strong leadership skills.
15. Ability to multi-task and handle stress.
GENERAL REQUIREMENTS
16. Uses appropriate Marriott interviewing tools to ensure hiring decisions are based on the candidate’s job-related skills and competency
17. Gives timely and specific performance feedback to associates
18. Takes time to assist associates and to provide specific, detailed follow-up
19. Supervises the daily operation of the Front Desk to achieve or exceed budget expectations.
20. Addresses conflicts in a timely manner
21. Takes action to motivate associates toward achieving goals and objectives
22. Openly and accurately reports errors, mistakes, and unintended outcomes without rationalizing them
23. Actively listens and responds to associates
24. Shares relevant, timely information to help others understand and support business objectives
25. Speaks clearly and articulately with individuals and groups
26. Delivers constructive feedback with sensitivity to others’ feelings
27. Facilitates group discussions
28. Prepares and delivers presentations tailored to the audience
29. Writes emails, letters, etc. that are clear and effective with few, if any, spelling or grammatical errors
30. Demonstrates commitment to the organisation and its vision, mission, and associates
31. Establishes measurable and achievable expectations of results
32. Holds self and other associates accountable for achieving results
33. Regularly monitors customer satisfaction and takes personal responsibility to ensure it
34. Proactively demonstrates hospitality in all customer interactions
35. Follows through on customer inquiries, requests and complaints
36. Takes personal responsibility for correcting customer service problems
37. Ability to use standard software applications and Opera hotel systems
38. Strong communication skills (verbal, listening, writing)
39. Strong organisation skills, consensus building skills, effective conflict management skills and affective change management skills
40. Strong customer and associate relation skills, good training/facilitator skills
REWARDS FOR WORK… BENEFITS FOR YOUR LIFESTYLE
As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. You’ll 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.
We’ll support you in and out of the workplace by offering:
41. Team-spirited co-workers
42. Encouraging management
43. Wellbeing programs
44. Comprehensive Training and Development program
45. Meals at work
46. Uniform
47. Awards and recognition celebrations and many more….
Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.