[{{ $ctrl._job.status.name | translate}}] Front Office Manager
The Dixon Autograph Collection

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Job description

Duties and Responsibilities
• Provide an attentive welcome for all our guests and excellent quality of
service
• Lead the Front Office team, foster team dynamics to ensure that all staff
remain focused on meeting guests needs and brand standards
• Deal with any guest concerns promptly and efficiently
• Implement the sales, marketing and rates policies as defined by the
Revenue Manager
• Ensure that all guests receive and enjoy a consistent and courteous service
• Ensure that Marriott Brand Standards are correctly applied
• Deal with guests queries and maintain an accurate record of all
correspondence
• Handle VIP arrangements in collaboration with the Guest Relations
Manager
• Help to optimize the RevPar by adjusting the selling strategy and using
revenue management tools in absence of the Revenue Manager
• Be familiar with the hotel’s services, inform guests and encourage them to
make use of them, drive the minor operations revenue throughout the
team
• Regularly check the quality of the services provided using guest comment
cards, ‘Guest Exigence’ and ‘Brand Exigence’ measurement tools
• To adhere to the company credit policy
• Manage and oversee all groups and delayed flight arrivals and associated
administration
• Ensure all necessary administration work is completed in a timely and
accurate fashion
• Handle customer complaints and liaise with senior Managers
• Plan ahead and manage the occupancy according to guest requirements
and availability
• Ensure follow up of no-shows charges, charge-backs and outstanding
payments
• Team management to include, weekly rosters, performance issues, regular
reviews and training, completion of departmental time-sheets
• Holiday and absence planning and management
• Recruitment and selection of new team members
• Maintain team motivation and morale, employee relations and welfare
• Implementation and management of any team incentives
• Ensure all departmental equipment is in a working order, report any faults
and follow up
• Plan and arrange monthly departmental meetings
• Ensure regular stock take and stationery order for Front Office
• Duty Manager shifts according to the monthly rota
• Deputies Night Manager in their absence
• Arrange sufficient manning to each shift and manage the reception rota
• Actively driving Front Office KPOs to achieve monthly targets: up-selling,
guest feedback. Marriott Rewards, Trip Advisor and other social media
channels
• Ensuring the team is fully aware of Marriott Rewards and benefits to drive
member recognition and enrollments
• Managing performance and absence
• Conducting 4-8-12 weeks reviews, quarterly job chats with team members,
as well as performance reviews and regular 1-2-1s
• Actively supporting the team at the Front Desk (Reception Manager’s desk in
the lobby) during busy operations

Human Resource and Training Responsibilities
• Works with Superior and Human Resource Manager to ensure the
departmental performance of staff is productive
• Prepare induction programs for new employees and allocate sufficient time
for their implementation
• Ensure new staff attend Corporate Orientation within first month of hire
• Conduct on the job training in accordance with the departmental standards
and procedures and maintains a record of progress for each staff member
• Provide input for probation and formal performance appraisal discussions
in line with company guidelines
• Coach, counsel and discipline staff in breach of hotel policies and
departmental procedures, providing constructive feedback to enhance
performance

Financial Responsibilities
• Works with superior in the preparation and management of the
department’s budget and is aware of financial targets
• Recycles where-ever possible and enforces cost saving measures to staff

Requirements

The Front Office Manager serving Marriott Brand hotels are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

• Previous supervisory experience in the hotel, leisure or retail sector
• Calm, efficient and organised
• Excellent personal presentation and communication skills
• A passion for delivering exceptional levels of Guest service
• Ability to listen and respond to demanding Guest needs
• Proficient with using Microsoft Applications such as Outlook and Word

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
• Previous experience in Operator Supervisor or Manager in a hotel
environment
• Multi-lingual preferred
• Accountable and resilient
• Ability to work under pressure
• Flexibility to respond to a range of different work situations
Job type
Fulltime job
Location
London, United Kingdom
Department
Front Office reception
Languages
English
Starting in
August 2018
Pay range
Negotiable
Other benefits
Meals, uniforms and other benefits

The Dixon Autograph Collection

*OPENING NOVEMBER 2018*
Occupying an awe-inspiring building that dates from 1906, when it served as the Tower Bridge Magistrates Court, The Dixon is a new hotel that captures all the culture, creativity and variety of London SE1. Named after John Dixon Butler, the Grade II-listed building's original Edwardian architect, The Dixon is steeped in history but inspired by the contemporary character and culture of its vibrant neighbourhood. Its 193 rooms and suites, lounges and restaurant enjoy an edgy, eclectic design aesthetic and a boutique vibe. Tactile materials, surprising bursts of colour and finely-crafted details effortlessly complement the authentic original features. This place exudes style and charisma, from top to toe.

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