Front Desk Manager

As a Front Desk Manager at St. Pancras, you will manage front office functions and staff on a daily basis. Areas of responsibility include Front Desk and Switchboard Operations. Directs and works with managers and associates to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance., * Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Performs all jobs within the Front Desk, AYS and Guest Service departments, as necessary.

• Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.

• Ensures compliance with all Front Office policies, standards and procedures.

• Understands and communicates to staff the maintenance and operating procedures of all departmental equipment.

• Ensures adherence to all credit policies and procedures to reduce bad debts and rebates.

• Assists department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Ensures uniforms are properly inventoried and maintained.

• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

• Ensures staff is trained to comprehend and utilize night audit procedures and reports.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and model desired service behaviours in all interaction with guests and associates.

• Ensures product & services delivered by Rooms operations meet or exceed guest expectations, create customer loyalty and grow market share. Executes the brand’s service strategy and continually focuses on improving guest satisfaction.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Empowers employees to provide excellent customer service.

• Observes service behaviours of employees and provides feedback to individuals.

• Maintains high visibility in public areas during peak times.

• Provides immediate assistance to guests as requested.

• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Minimum of 2 years of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.

• Strong attention to detail and understanding of quality management systems, standards, and procedures with a passion for delivering excellence in customer service.

• Exceptional interpersonal, organisational and communication skills with the ability to interact effectively at all levels.

• Ability to handle high pressure situations in a calm and efficient manner.

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 31 days holiday (including Bank Holidays), with increasing entitlement based on length of service.

• Annual Bonus determined by personal and business performance.

• Private Medical Health coverage.

• Pension scheme participation.

• Life Assurance coverage.

• Annual Performance Review pay adjustments.

• Complimentary Gym and spa access.

• Free meals while at work.

• Dry-cleaning service availability.

• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.

• 50% 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.

• Cycle to work scheme.

• Employee Assistance Programme access.

• Comprehensive Training and Development programme participation.

• Awards and recognition celebrations, among many other benefit