Job Description

We are looking for an ambitious, dedicated and service-oriented Front Office Manager to join the fantastic team London Marriott Hotel Kensington.

If you are a passionate rooms operations professional looking to develop within an amazing brand and the world’s biggest travel company get in touch with us today! See where your journey can take you.

At Marriott International, we believe in seizing opportunities and making your own adventure. A world of opportunity pulls up to your bar with every guest you meet– and you never know who might show up next.

That big world also extends to our global, diverse family of associates. Like most families, we’re a group of unique individuals who bring different strengths, styles, personalities and interests to the table. And this makes every single day a new discovery.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years management experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 1 year management experience in hotels.

CORE WORK ACTIVITIES

Maintaining 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.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

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.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Providing Exceptional Customer Service

• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Provides excellent customer service. Ensures all associates involved in and event or booking understand expectations and parameters.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

In addition to the benefits, you would expect being part of a brand of our caliber, you will also be offered:

• A unique opportunity to be part of an award-winning international brand where we celebrate your unique talent
• Part of Marriott International, the largest hospitality brand in the world- this means national and internal promotion opportunities for the right candidates. The sky is your limit here.
• World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.
• Work alongside some amazing talent- award winning, experienced hospitality professionals
• Discounted room nights, meals, and spa access-because your well-being means so much
• Access to fabulous and flexible benefits to help you in and out of work- including health and life assurance
• Access to major high street discounts so you can treat your friends and family as required

LONDON MARRIOTT KENSINGTON

At the 4-star London Marriott Hotel Kensington, ideally located near London’s best-known landmarks, we stand out from the crowd. We relentlessly pursue our craft. We support one another, strive for excellence and advance our expertise. We are versatile. Situated within a soaring, seven-story atrium, we are empowered to stay in control and soar above it all.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.