(GBR-Meriden) Assistant Front Office Manager

**Job Number** 21152303 **Job Category** Rooms & Guest Services Operations **Location** Forest of Arden Marriott Hotel & Country Club, Maxstoke Lane, Meriden, WARWICKSHIRE, United Kingdom **Brand** Marriott Hotels Resorts **Schedule** Full-Time **Relocation?** N **Position Type** Non-Management **Located Remotely?** N 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™. The Forest of Arden Marriott Hotel offers its associates a competitive salary, gym membership, staff meals, car parking and generous global hotel discounts for you, your friends and family. An exciting opportunity is available to start your Marriott journey in our **Front Office** team at this four star hotel where you can receive long term development and career opportunities. The Forest of Arden is part of an exclusive collection of Marriott country clubs and is located in the heart of the West Midlands, located between Solihull and Coventry with easy access to the M6, M42 and M40, just four miles from Birmingham NEC, Airport and International Train Station. Facilities of the Forest of Arden include our AA rosette-awarded restaurant, Cast Iron Bar and Grill, two golf courses including our championship Arden course, a driving range and the Golf academy. There is our relaxing Spa with 8 treatment rooms, outdoor tennis courts and a fully equipped fitness centre. **JOB SUMMARY** Assists the Front Office Manager in administering Front Office functions and supervising staff on a daily basis.. This includes Front Desk operations, Bell Staff, Switchboard Operations/AYS, and Concierge/Guest Services. Position directs and works with managers and associates to carry out guest arrival and departure procedures, while ensuring guest and associate satisfaction and maximizing the financial performance of the department. As an assistant department head, uses leadership skills to manage other managers. **SCOPE / BUSINESS CONTEXT / CANDIDATE PROFILE** **Skills and Knowledge** + Extensive knowledge of front desk operational procedures + Working knowledge of Concierge Stand, AYS/Switchboard operations and Concierge/Guest Services operational procedures + Working knowledge of reservations procedures and related systems + Effective decision making skills + Effective influence skills + Strong problem-solving skills + Financial management skills e.g., ability to understand P&L statements, manage operating budgets, forecasting and scheduling + Good training/facilitator skills + Strong customer and associate relation skills + Knowledge of overall hotel operations as they affect department + Ability to effectively manage labour productivity + Good presentation and platform skills + Strong communication skills (verbal, listening, writing) + Strong organization skills + Ability to use standard software applications and hotel systems + Effective conflict management skills + Effective change management skills + Knowledge of purchasing, inventory controls, supplies and equipment + Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, CFC, NFPA) **Leadership Competencies** Attach the Leadership Competencies template that corresponds to the career band for the position. **Business Results** Balanced Scorecard Results: Supports strategies and conducts activities to drive financial results, guest satisfaction, human capital index and market share. + **Operations:** Works with Front Office managers and associates to meet or exceed department and hotel goals. Ensures compliance with Marriott Operating Standards to maintain brand integrity. + **Guest Satisfaction:** Ensures front office associates strive to meet or exceed customer expectations. Helps build customer loyalty through product and or service excellence. + **Human Resources:** Participates in the hiring, development and retention of a diverse workforce to deliver excellent products and services. Sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success. + **Sales and Revenue Management:** Manages the same day selling strategy to maximize revenue. Supports efforts of the Sales team to achieve hotel revenue and market share goals. + **Financial Management:** Assists in managing the daily operation of the Front Office to achieve or exceed budget expectations. Monitors wages and expenses and makes ongoing adjustments as needed to achieve goals. **Technical Expertise** **_(Learning and Applying Personal Expertise)_** The following are specific responsibilities and contributions critical to the successful performance of the position: **Operations/Property Management** + Performs all jobs within the Front Desk, Bell Staff, AYS/Switchboard and Concierge/Guest Services as necessary. + Collaborates with the Front Office Manager on ways to continually improve departmental service. + Temporarily functions in place of the Front Office Manager in his/her absence. + Relieves Front Desk Manager and runs shifts whenever necessary. + Understands and implements procedures to operate and maintain all Front Desk departmental equipment. + Ensures compliance with all Front Office policies, standards and procedures. + Orders associate uniforms and ensures uniforms are properly inventoried and maintained. + Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. + Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. + Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. + Is able to comprehend night audit procedures and reports as needed for daily shift operations. + Trains associates in safety procedures and ensures their ability to execute departmental and hotel emergency procedures. + Participates as needed in the investigation of associate and guest accidents. + Understands and complies with loss prevention policies and procedures. **Guest Satisfaction** + Sets a positive example for guest relations. + Is a leader in displaying outstanding hospitality skills. + Manages from the lobby and is highly interactive with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. + Conducts hospitality audits for associates and gives appropriate feedback to improve individual hospitality skills. + Attends pre- and post-convention meetings as needed to understand group need and communicates critical information to the Front Office staff. + Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints. + Empowers associates to provide excellent customer service. Ensures associates understand expectations and parameters. + Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously strives to improve service performance. + Reviews comment cards and guest satisfaction results with associates. Participates in the development and implementation of corrective action plans. + Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. + Effectively utilizes 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. **Human Resources** + Assists as needed in the interviewing and hiring of associate team members with the appropriate skills. + Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job. Ensures associates are cross-trained to support successful daily operations. + Uses all available job training tools for associates; supervises on-going training initiatives and conducts training when appropriate. + Communicates performance expectations in accordance with job descriptions for each position. + Assists in the development of goals for direct report managers. Participates in their annual performance appraisals. + Participates in the associate performance appraisal process, providing feedback as needed. + Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team. + Actively solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns. Brings issues to the attention of the department manager and Human Resources as necessary. + Participates in associate progressive disciplinary procedures. Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures + Ensures that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance and produces desired results. + Celebrates successes and publicly recognizes the contributions of team members; ensures associate recognition is taking place on all shifts. Participates in on-going associate recognition programs **Sales and Revenue Management** + Monitors same day selling procedures to maximize room revenue and control hotel occupancy. + Ensures staff is trained to perform rate verification procedures to maximize revenue opportunities. **Financial Management** + Comprehends budgets, operating statements and payroll progress reports to assist in the financial management of department. + Utilizes the Labor Management System to effectively schedule to business demands and for tracking of associate time and attendance. Manages payroll function. + Participates in the management of the department controllable expenses to achieve or exceed budgeted goals. + Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals. + Assists Front Office manager in monitoring department controllable expenses and staffing levels to achieve or exceed budgeted profit. + Participates in the preparation of weekly and period end P&L critiques. + All Marriott Policies on Cash, Key and all Controls are adhered to and followed consistently. **Other** + Performs other duties as assigned to meet business needs.

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