Assistant Front Office Manager

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.

We are now recruiting for a dynamic and passionate Assistant Front Office Manager to join our magnificent hotel. Have fun working alongside a great team and enjoy a world where career progression opportunities and world-class training is available to you. We are looking for a passionate, enthusiastic, progressive, hands-on leader to lead our energetic and enthusiastic Front Office team at the historic Hanbury Manor Marriott Hotel.

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Concierge/Door Staff, Front Desk/Nights. Position directs and works with managers and associates to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and associate satisfaction and maximises the financial performance of the department.

CANDIDATE PROFILE

• High school diploma or GED; 2 years 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; no work experience required.

CORE WORK ACTIVITIES

• Utilises interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

• 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 prioritise, organise, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasises guest satisfaction during all departmental meetings and focuses on continuous improvement.

• 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.
• Serves as a role model to demonstrate appropriate behaviours.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Handles guest problems and complaints effectively.

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

What is in it for you?

• Competitive Salary + 28 days holiday including bank holidays increasing to a maximum of 35 days with each year of service.
• Discount in our Cast Iron Grill restaurant/Vardons/Spa/Golf.
• Complimentary private healthcare via AXA.
• Fantastic management Bonus Scheme.
• Length of service rewards.
• Monthly/yearly recognition schemes.
• Extensive training both internally and externally.
• World-class career opportunities internationally within Marriott hotels tailored to your specific needs.
• Heavily discounted room rates for you & friends and family.
• Professional learning and development opportunities.
• Complimentary meals on duty.
• Complimentary dry cleaning - we want you to look smart and well-groomed at all times.
• Complimentary use of Gym - because your well-being is important.
• Annual parties, Christmas lunches, Summer BBQ's and Easter celebrations.
• Pension scheme.
• Cycle to work scheme.
• Access to major high street discounts so you can treat your friends and family.