[{{ $ctrl._job.status.name | translate}}] Front Desk Manager
JW Marriott Grosvenor House London

Publicada
¿Estás interesado en esta oportunidad?

Descripción de la oferta

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.


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 maximizes 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 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.

Managing Projects and Policies

• Implements the customer recognition/service program, 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 maximize 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 Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes 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 as needed in the interviewing and hiring of employee team members with the appropriate skills.

• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates 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.

• 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.

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requisitos

See description

Tipo de oferta de empleo
A tiempo completo
Ubicación
London, United Kingdom
Departamento
Recepción, Departamento de Habitaciones
Idiomas
Inglés
Fecha de incorporación
Lo antes posible
Duración del contrato
Indefinido

JW Marriott Grosvenor House London

Grosvenor House, A JW Marriott Hotel is one of London’s most iconic hotels. Centrally located in the heart of London overlooking Hyde Park in exclusive Mayfair, it holds one of the capital’s most desirable addresses in ‘Park Lane’. With a rich history and built to the designs of L. Rome Guthrie and Sir Edwin Lutyens from 1927 and 1929, Grosvenor House, A JW Marriott Hotel has long held its position as a leader in Central London luxury hotels.

The hotel boasts 496 luxurious guest rooms including 73 suites, and offers a wide array of culinary experiences, from elegant, award-winning afternoon tea or a glass of Champagne in The Park Room to an evening cognac at the The Library Bar. For a fantastic dinner, JW Steakhouse embodies the hotel’s historical American connections, allowing guests to indulge in London’s finest steaks in a classic American steak house setting. For a more traditional British setting, enjoy a delicious international meal at Corrigan’s Mayfair. For a drink, enjoy one of the many Bourbons on offer at the Bourbon Bar or experience the famous Red Bar and its unique cocktails.

Near to everything, convenient for everyone, the hotel has an unrivaled range of entertaining space. With 20 meeting rooms in 86 Park Lane including the famous Great Room and the Ballroom, totaling 5,660 square meters, it is one of the most flexible and elegant venues in London for a business or social event, whether entertaining on the grandest scale or working one to one.

Otros empleos sugeridos

{{:: 'Guest Services Executive' | ellipsis : 40 : true }}

{{:: 'The Dixon Autograph Collection' | ellipsis : 35 : true }}

{{:: 'Guest Relations Executive' | ellipsis : 40 : true }}

{{:: 'Corinthia Hotel London' | ellipsis : 35 : true }}

{{:: 'Receptionist - The Chesterfield Mayfair' | ellipsis : 40 : true }}

{{:: 'The Red Carnation Hotel Collection' | ellipsis : 35 : true }}
¿Estás interesado en esta oportunidad?
Otros empleos
Commis Chef - JW Kitchen
London, United Kingdom
Pastry Commis Chef
London, United Kingdom
Ver otras 31 ofertas