We are currently recruiting for a Front Office Manager to lead the team at the Leicester Marriott Hotel.
As Front Office Manager, you will find yourself right in the heart of things. You will lead the Front Office team which includes front desk, nights and switchboard, ensuring that our guests are greeted with a warm welcome the minute they walk through the door.
Responsibilities
* Manages the day to day front desk operation, ensuring procedures are adhered to and policies are followed
* Ensure that the team recognise repeat guests, ensuring their preferences and requests are delivered prior to being requested
* Deliver memorable guest experiences which support in driving Intent to recommend scores
* Monitor and analyse guest satisfaction survey results to ensure these continually improve
* Work alongside housekeeping and maintenance teams to ensure rooms are ready for arrival
* Report any maintenance issues which have been raised by guests
* Ensure all guest complaints are resolved in a timely manner and logged correctly
* Anticipate guest needs to deliver an above and beyond experience
* Empower employees to provide excellent customer service experiences
* Prepare departmental rota’s, ordering and payroll inline with budget
* Promote an upsell culture to support in delivering hotel financial performance
* Attends sales strategy meetings as required to support in achieving hotel financial results
* Manages internal, external and regulatory audit processes and ensures compliance with Standard Operating Procedures (SOPs), verifying that hotel policies are administered fairly and consistently
* Assist other departments wherever necessary and maintain good working relationships within the whole hotel
* Recruit, train and develop front desk team members and support in developing our next front office manager
* Comply with hotel security, fire regulations and all health and safety legislation
Our Ideal Candidate
You will have experience in a similar role or are a successful Front Desk Manager or Senior Supervisor looking for their next step to develop their career. Experience in a hotel environment along with experience in coaching and developing team members, delivering exceptional customer experiences are preferred. You will have a warm people‑orientated demeanour, a gift for paying attention to the smallest details and have a positive outlook and outgoing personality.
Perks
* Free meals at work
* Free uniform & dry‑cleaning service
* Free enrolment of Perks at Work – access to unlimited deals from retailers to restaurants to cinemas and more
* Marriott Discount Card enabling benefits from hotel room discounts for you and friends and family, gift shops and F&B across 130 countries
* Annual Performance Review pay
* Cycle to work scheme
* Pension & Life Assurance
* Employee Assistant Program
* Comprehensive Training and Development program
* Company Pension scheme – we match your contributions up to 6%
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