Front Desk Manager at Marriott International, Inc

Job Number 23171999

Job Category Rooms & Guest Services Operations

Location The Park Tower Knightsbridge a Luxury Collection Hotel Londo, 101 Knightsbridge, London, England, United Kingdom VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY

Assists the Front Office Manager and Rooms Operations Manager in administering front office functions and supervising staff on a daily basis. Directly leading the group of Duty Manager/Assistant Front Desk Managers. 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.

Assist and responsible in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

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

Leading 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 builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employees 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.

• Ensures recognition of employees’ is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.

Monitoring and Supporting Progress Toward Front Desk Team Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• 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.
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front

Desk goals to produce desired results.

• Strives to improve service performance.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and property occupancy.
• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

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.

• Sets a positive example for the team.
• Empowers employees to provide excellent customer service within guidelines.
• Handles guest problems and complaints seeking assistance from supervisor as necessary.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implementing the customer recognition/service program, communicating and ensuring the process.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Ensures employees have the proper supplies and uniforms.
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program

is in use to recognize guest preferences and aid in problem resolution.

Cash/Bank Handling

• Count bank at end of shift, complete designated cashier reports, resolve any discrepancies, drop off receipts, and

secure bank.

• Follow property control audit standards and cash handling procedures (e.g., blind drops).
• Transport bank to/from assigned workstation, following security procedures.
• Obtain assigned bank and ensure accuracy of contracted monies, obtaining change required for expected business

level, and keeping bank secure at all times.

• Process all payment methods in accordance with Accounting procedures and policies

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their

knowledge or skills.

• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides feedback to individuals based on observation of service behaviors.
• Participates in an ongoing employee recognition program.
• Conducts training when appropriate.
• Participates in the employee performance appraisal process.

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 updating the executives, the peers, and the subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary( Check-in & Check out).
• Understands the functions of the Bell Staff, Guest Service Center, and Concierge/Guest Services operations.
• Complies with loss prevention policies and procedures ( Full Evacuation, fire Drills, Theft , Emergency response)
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Required to do night shifts when necessary.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent

reoccurrence

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe’s most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.

From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination’s heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury 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.