Front Desk Manager in London

• Additional Information
• Job Number
• Job Category
• Rooms & Guest Services Operations
• Location
• Euston Road, London, United Kingdom, NW1 2AR
• Schedule
• Full Time

Located Remotely?

• Position Type
• Management

St.

Pancras London is a five‑star hotel that fuses Victorian elegance with contemporary luxury.

It is home to 38 opulent Chambers Suites and 207 stylish guestrooms, offering refined comfort with modern amenities.

Guests can enjoy superb dining and expertly crafted cocktails in a unique selection of restaurants and bars, unwind at the serene St.

Pancras Spa, or host events in elegant meeting rooms, including the historic Ladies Smoking Room.

Ideally located beside St.

Pancras International, the hotel is a gateway to memorable experiences in the heart of King’s Cross.

From its Grand Staircase to its world‑class service, St.

Pancras London is more than a place to stay – it’s a place to belong, grow and be part of something extraordinary.

• What is in it for you
• 28 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Annual Performance Review pay adjustments.
• Complimentary gym and spa access.
• Free meals while at work.
• Dry‑cleaning service availability for uniforms.
• Complimentary enrolment in Benefit Hub, granting unlimited deals from various retailers and more.
• 20% discount at any of the St. Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Life Assurance Scheme
• Cycle to work scheme.
• Employee Assistance Programme access.
• Mental Health First Aiders within the team
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefits
• Outstanding Wellness program
• Job Summary

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.

Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.

Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.

Ensures guest and employee satisfaction and maximises the financial performance of the department.

CANDIDATE PROFILE

Education And Experience

• 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
• Maintaining Guest Services and Front Desk Goals
• Manages day‑to‑day operations, ensuring quality standards meet customer expectations daily.
• Develops specific goals and plans to prioritise, organise, and accomplish work.
• Handles complaints, settles disputes, resolves grievances and conflicts, or negotiates as required.
• Supervises staffing levels to meet guest service, operational needs and financial objectives.
• Ensures regular ongoing communication with employees to create awareness of business objectives, communicate expectations, recognise performance and produce desired outcomes.
• Understands impact of the department’s operations on overall property financial goals and manages to achieve or exceed them.
• Supporting Management of Front Desk Team
• 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.
• Serves as a role model to demonstrate appropriate behaviours.
• Supervises and manages employees, handles all day‑to‑day operations, and understands employee positions well enough to perform duties in their absence.
• Establishes and maintains open, collaborative relationships with employees and encourages 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 coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to deliver excellent customer service.
• Observes service behaviours of employees and provides feedback.
• Obtains customer feedback on product and service quality and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Communicates with guests to obtain feedback on product quality and service levels.
• Emphasises guest satisfaction in all departmental meetings and focuses on continuous improvement.
• Managing Projects and Policies
• Implements the customer recognition/service programme, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same‑day selling procedures to maximise room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to SOPs and LSOPs, and supports the Peer Review Process.
• Supporting Human Resource Activities
• Supports the developmental needs of others through coaching, mentoring or otherwise helping others improve knowledge or skills.
• Solicits employee feedback, utilises an "open‑door" policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists in interviewing and hiring of employee team members with appropriate skills.
• Supports a departmental orientation programme for new hires to successfully perform their job.
• Participates in employee progressive discipline procedures.
• Additional Responsibilities
• Provides information to supervisors, co‑workers and subordinates by telephone, written form, e‑mail or in person.
• Analyzes information, evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, peers and subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

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 any basis protected by applicable law.

The Autograph Collection is a growing collection of four and five‑star independent hotels, each offering unique and memorable experiences.

Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure.

All Autograph Collection hotels look to attract The Individualist, the brand's target consumer.

The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand‑selecting our hotels either for personal or corporate travel because it is much more than simply a place to rest.

In joining Autograph Collection, you join a portfolio of brands with Marriott International.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

#J-18808-Ljbffr