(GBR-London) Front of House Manager

**Job Number** 20072636 **Job Category** Rooms and Guest Services Operations **Location** London Marriott Hotel Park Lane, 140 Park Lane, London, Greater London, United Kingdom VIEW ON MAP **Brand** Marriott Hotels Resorts /JW Marriott **Schedule** Full-time **Relocation?** No **Position Type** Management **Start Your Journey With Us** 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** Key front line leader within hotel operations, responsible for all Front Desk, Concierge & AYS functions and staff. Areas of responsibility include Front Desk, Concierge, Switchboard Operations. As department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures, guest communication, financial reporting and guest service inovation. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. **CANDIDATE PROFILE** **Education and Experience** + High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area with at least 2 years experience in a Management role. OR + 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area. **CORE WORK ACTIVITIES** **Leading Guest Services Team across Front Desk, Concierge, Switchboard Operations** + 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 at all times within the business by leading from the front by demonstrating a positive can do attitude at all times. + Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence across responsible departments. + Ensures all reporting department’s operational schedules cover the business requirements, peak business hours and make most effective and efficient use of the associate hours to manage payroll to set budgeted and forecasted figures at all times. + 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, monitors progress and executes appropriate performance management. + Celebrates successes and publicly recognizes the contributions of team members. + Holding Fire Panel responsibility and ensuring full and detailed knowledge of hotel fire life safety protocol and evacuation procedures. Lead evactuation of the hotel in the role of manager on duty. + Ensuring All Direct Reports and departmental associates are trained regularly on hotel fire life safety protocol and evacuation procedures. + Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed per the hotel grooming standards, each wearing a nametag. + Performing role of Manager on Duty when on shift. **Maintaining all Guest Services departmental Goals** + Achieves and exceeds goals including hotel & departmental performance goals, budget goals and individual team goals. + Manages day-to-day operations, ensuring its high quality, maintaining & exceeding standards and meeting the expectations of the customers on a daily basis. + Develops specific goals and plans to prioritize, organize, and accomplish your work. + Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. + Conducts regular monthly department meetings and continually communicates a clear and consistent message regarding the Front Desk, Concierge, Switchboard Operations to produce desired results. + Regularly reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. + Understands& manages the impact of Guest Service operations on the Rooms Division area and overall property financial goals. + Manages all department controllable expenses to achieve or exceed budgeted goals and margins. + Ensures compliance with all Front Desk, Concierge, Switchboard Operations, standards and procedures including all relevant Brand Standards. + Ensures staff are trained regularly and adhere to all hotel financial policies and procedures including credit policies and reducing bad debts and rebates. + 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. + Regularly bring creative projects to the table which improve the guest experience within the property and help the hotel manage its financial goals. **Ensuring Exceptional Customer Service** + Provides services that meet and exceed guest expectations at every turn, ensuring ongoing repeat business and loyalty from our guests. + Improves service offering from all departments by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. + Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence in all departments. + Acts as the “Service Champion” for the Guest Services departments and creates a positive atmosphere for guest relations to excel in every guest interation that the team has each and every day. + Responsible for the successful execution of the Marriott Bonvoy program within the hotel by holding expert knowledge of all facets of the program, ensuring all associates& managers are trained to the most up to date standards and keeping the hotel at the forefront of the program’s offerings. + Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. + Strives to improve service performance each and every day in their own actions. + Empowers employees to provide excellent customer service. + Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience by ensuring proper maintenance of all areas and removal of all Health & Safety risks within their control. + Is the leader in problem resolution within all Guest Service Departments. This is to be executed through the set up of thorough systems, full compliance with GXP Empower for tracking and communication, leading by example and providing all associtaes & managers with appropriate training. + Reviews guest satisfaction results, social media reviews, customer feedback emails and other data to identify areas of improvement in guets service. + Responds to and handles guest problems and complaints appropriately as the most senior front of house manager where required. + Observes service behaviors of employees and provides feedback to individuals and/or managers in a timely fashion that ensures ongoing development of individuals/ and or managers. **Managing and Conducting Human Resource Activities** + Identifies the developmental needs of others and provides coaching, mentoring, or otherwise; helping others to improve their knowledge or skills. + Provides guidance and direction to subordinates, including setting performance expectations & standards and monitoring performance. + Establishes challenging, realistic and obtainable goals to guide operation and performance. + Provides regular feedback and realistic development plans that ensure associates and managers are provided the best opportunity to be guided in their own career& personal development. + Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. + Ensures employees are treated fairly and equitably at all times. + Ensures any failure of their teams to adhere to the operational, financial or security protocol of the hotel is reported to an Executive Committee Member promptly. + Manages employee progressive discipline procedures for all staff within their remit of Front Desk, Concierge, Switchboard Operations + Administers the performance appraisal process for direct report managers and associates. + Holds ultimate responsibility for the performance appraisal process of all associates with the departments that report to the direct report managers. + Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation, ensuring all Marriott recruitment regulations are followed. **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 in a pro-active manner. + Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. + Identifies and analyzes Front Desk, Concierge, Switchboard Operations operational challenges and facilitates the development of solutions to prevent reoccurrence. + Hold excellent technological skill sets within the Guest Services Departments. Be the leader in implementation and trouble shooting of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera, MARSHA, related interfaces, guest Wifi network and hotel & guest telephone systems. + Responsible for the proper and correct set up of GXP Empower within the hotel to ensure the program’s features are used to their maximum to allow for efficiency in hotel staff providing excellent guest service at all times. + Ensure correct process is in place at all times to ensure guest & hotel data protection protocol is met at all times. **MANAGEMENT COMPETENCIES** **Leadership** + _Adaptability_ - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. Have the ability to manage the cross departmental deployment of associates to ensure guest expectations are exceeded at every stage. + _Communication_ - Customizes approach to conveying complex information and ideas to others in a clear, convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.. + _Problem Solving and Decision Making_ - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. + _Professional Demeanor_ - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. **Managing Execution** + _Building and Contributing to Teams_ - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members. + _Driving for Results_ - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. + _Planning and Organizing_ - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed. **Building Relationships** + _Coworker Relationships_ - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. + _Customer Relationships_ - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards and look to exceed their expectations at all times. + _Global Mindset_ - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. Recognizes the important of building relationships upwards with direct line manager and executive committee member in balance with relationships with their team. **Generating Talent and Organizational Capability** + _Organizational Capability_ - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit. + _Talent Management_ - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. **Learning and Applying Professional Expertise** + _Applied Learning_ - Seeks and makes the most of learning opportunities to improve performance of self and/or others. + Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges. + _Technical Acumen_ - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges + Guest Services - Knowledge of procedures for wake-up services, room and property amenities, property-specific programs (e.g., kids programs), guest loyalty programs, and local attractions amongst others. + _Financial Procedures_ - Knowledge of policies and procedures involved in processing different types of sales transactions and payment methods, including cash, credit cards, personal checks, traveler checks, regional and national promotions, coupons, gift certificates/cards, city ledgers or store credit as well as knowledge of laws and regulations regarding the selling of restricted items (e.g., over-the-counter medications, alcohol, and tobacco products). This includes knowledge of necessary security checks (e.g., verifying identification) required for various payment methods and local financial regulation (e.g., anti-money laundry, exchange rates, etc.) + _Payment Process_ - Knowledge of policies and procedures involved in managing and processing different types of sales transactions and payment methods including credit cards approval and declines, personal checks, traveler checks, coupons, gift certificates/cards, e-certificates for Marriott Bonvoy program, wholesaler vouchers, and direct bills. This includes knowledge of necessary security checks (e.g., verifying identification) for various payment methods. + _Front Desk_ - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Bonvoy Program; Corporate-sponsored programs; Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, Voicemail, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management. + _Problem Resolution_ - Ability to record, track and resolve guest problems via property software (i.e. GXP Empower, etc.) handle emergencies, and effectively deal with customer issues and complaints. + _Basic Competencies_ - Fundamental competencies required for accomplishing basic work activities. + _Basic Computer Skills_ - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). + _Mathematical Reasoning_ - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues and manage financial reporting statements and requirements. + _Oral Comprehension_ - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences. + _Reading Comprehension_ - Demonstrates understanding of written sentences and paragraphs in work-related documents. + _Writing_ - Communicates effectively in writing as appropriate for the needs of the audience. **Performs other related tasks as assigned by management.** + Complies with Marriott International Hotels Limited Regional Office policies and procedures. + Working hours as required to do your job but normally not less than 40 hours per week. + Be knowledgeable of all applicable SOP’s/ LSOP’s and ensure controls points are implemented and are effective as outline in Audit Requirements. _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._

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