Assistant Manager, Front Desk

Job Overview:

Join our dynamic team at London Marriott Hotel Kensington as a Front Office Manager, where you will lead and inspire a dedicated team to deliver exceptional guest experiences. This role is essential for ensuring the smooth operation of our front desk and guest services, contributing to our reputation for excellence.

Candidate Profile:

Education and Experience:

• Option 1: High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
• Option 2: 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:

• Oversee day-to-day operations to ensure high standards and customer satisfaction.
• Develop and implement specific goals and plans for the front desk.
• Address complaints, disputes, and resolve conflicts efficiently.
• Manage staffing levels to meet service and financial objectives.
• Ensure regular communication with employees to align with business objectives, recognize performance, and achieve desired results.
• Understand the financial impact of department operations and manage to exceed goals.

Supporting Management of Front Desk Team:

• Lead, influence, and encourage team members using strong interpersonal and communication skills.
• Foster trust, respect, and cooperation among team members.
• Serve as a role model and demonstrate appropriate behaviors.
• Supervise employees and manage daily operations, capable of performing duties in their absence.
• Establish and maintain collaborative relationships within the team.
• Oversee all Front Office areas in the absence of senior managers.

Ensuring Exceptional Customer Service:

• Deliver above-and-beyond services for customer satisfaction and retention.
• Improve service by understanding guest needs, providing guidance, feedback, and coaching.
• Handle guest problems and complaints effectively.
• Set a positive example for guest relations and empower employees to provide excellent customer service.
• Observe and provide feedback on service behaviors.
• Interact with guests to gather feedback on product quality and service levels, emphasizing continuous improvement.

Managing Projects and Policies:

• Implement and communicate the customer recognition/service program.
• Train staff and monitor adherence to credit policies and procedures to minimize bad debts and rebates.
• Supervise same-day selling procedures to maximize room revenue and control occupancy.
• Ensure compliance with policies, standards, and procedures in daily operations.
• Administer property policies fairly and consistently, supporting disciplinary procedures and documentation according to SOPs and LSOPs.

Supporting Human Resource Activities:

• Support the developmental needs of employees through coaching, mentoring, and training.
• Utilize an “open door” policy to solicit employee feedback and address concerns.
• Assist in the interviewing and hiring process for new team members.
• Support new hire training and orientation programs.
• Participate in employee progressive discipline procedures.

Additional Responsibilities:

• Provide information to supervisors, co-workers, and subordinates via various communication methods.
• Analyze information and evaluate results to determine the best solutions.
• Keep executives, peers, and subordinates informed with timely updates.
• Perform all Front Desk duties as necessary and run shifts when required.
• Participate in departmental meetings and communicate Front Desk goals clearly.

About London Marriott Hotel Kensington:

Situated near London’s iconic landmarks, the 4-star London Marriott Hotel Kensington offers a unique blend of luxury and convenience. Our team is committed to excellence, supporting one another and continuously improving. Join us and be part of a versatile team empowered to provide outstanding service in a distinctive seven-story atrium setting.

Why Join Us?

• Be part of a global community and a world-renowned hospitality brand.
• Enjoy a supportive and inclusive workplace.
• Access to career growth and development opportunities.

Equal Opportunity Employer: Marriott International is committed to hiring a diverse workforce and sustaining an inclusive, people-first culture. We do not discriminate on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Apply Today: Become a key player in delivering unparalleled guest experiences. Your journey to a fulfilling career starts here at London Marriott Hotel Kensington.