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Front Office Manager - London Marriott Maida Vale, London
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Client:
Location:
London, United Kingdom
Job Category:
Hospitality
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EU work permit required:
Yes
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Job Reference:
8f530983ccbe
Job Views:
4
Posted:
02.05.2025
Expiry Date:
16.06.2025
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Job Description:
JOB SUMMARY
Assists the Rooms Operations Manager in administering front office functions and supervising staff daily. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role involves ensuring efficient check-in and check-out processes, guest and employee satisfaction, and maximizing departmental financial performance.
CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 2 years experience in guest services, front desk, or related area.
- OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Maintaining Guest Services and Front Desk Goals
* Manage daily operations, ensuring quality and standards meet customer expectations.
* Develop goals and plans to prioritize and organize work.
* Handle complaints, disputes, and grievances effectively.
* Supervise staffing levels to meet guest service, operational, and financial goals.
* Communicate regularly with staff about business objectives and performance.
* Understand and manage the department's impact on overall financial goals.
Supporting Management of Front Desk Team
* Lead, influence, and encourage team members using interpersonal skills.
* Build trust and cooperation among staff.
* Supervise and manage front desk employees, including shift operations.
Ensuring Exceptional Customer Service
* Provide above-and-beyond service to ensure guest satisfaction and retention.
* Address guest needs and complaints promptly and effectively.
* Set a positive example for guest relations and empower staff to do the same.
* Gather and utilize guest feedback for continuous improvement.
Managing Projects and Policies
* Implement customer recognition and service programs.
* Monitor adherence to credit policies to reduce bad debts.
* Supervise daily shift operations and ensure policy compliance.
Supporting Human Resource Activities
* Support staff development through coaching and mentoring.
* Gather employee feedback and address concerns.
* Assist with hiring, onboarding, and disciplinary procedures.
Additional Responsibilities
* Provide information and communicate effectively with team and management.
* Analyze information to solve problems and improve processes.
* Perform front desk duties as needed and participate in departmental meetings.
LONDON MARRIOTT MAIDA VALE
Located near attractions like Abbey Road Studios, the London Marriott Hotel Maida Vale offers a vibrant environment where our associates' diverse backgrounds are valued. We celebrate creativity and aim to turn experiences into lasting memories. We are committed to equal opportunity employment and fostering an inclusive environment.
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