Assistant Front Office Manager

Cardiff Marriott Hotel; Cardiff; On-site; GBP 32,000 - 42,000; Full time

Job summary

Cardiff Marriott Hotel is seeking an Assistant Front Office Manager to support daily operations of the Front Office and lead the reception team in delivering exceptional guest experiences.

You will ensure smooth check-ins/check-outs, handle guest enquiries professionally, and maintain high standards of service while driving guest satisfaction and operational efficiency in a fast-paced hotel environment.

Responsibilities

• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures compliance with all Front Office policies, standards and procedures.
• Conducts department meetings and communicates clear goals to the Front Office to drive results.
• Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality and provides excellent customer service.
• Solicits feedback, uses an open-door policy, and reviews satisfaction results to address concerns.
• Ensures associates are treated fairly and equitably.
• Strives to improve service performance.
• Reviews staffing levels to meet guest service, operational needs and financial objectives.
• Empowers associates to provide excellent customer service.
• Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
• Identifies and analyzes Front Office challenges and facilitates development of solutions to prevent recurrence.
• Establishes and maintains open, collaborative relationships with associates and ensures team-wide collaboration.
• Ensures recognition of associates across areas of responsibility.
• Communicates performance expectations and monitors progress.
• Ensures Front Office areas have an atmosphere conducive to guest experience.
• Reviews comment cards and guest satisfaction data to identify areas of improvement.
• Administers the performance appraisal process for direct report supervisors.
• Assists with interviews and hires hourly associates with appropriate skills in a timely manner.
• Celebrates successes and publicly recognises contributions of team members.
• Responds to and handles guest problems and complaints.
• Observes service behaviours and provides feedback to individuals and managers.
• Ensures policies are applied fairly per SOPs/LSOPs and regional health & safety policies are adhered to.
• Managed Front Office in line with regional targets and initiatives.

Job description

Join the team at Cardiff Marriott Hotel as our Assistant Front Office Manager and play a key role in delivering exceptional guest experiences. We are looking for a passionate, organised, and motivated hospitality professional to support the daily operation of our Front Office department. You will assist in leading and inspiring the reception team, ensuring smooth check-ins and check-outs, handling guest enquiries with professionalism, and maintaining the highest standards of customer service. This is an exciting opportunity for someone with previous front office experience who is ready to take the next step in their hospitality management career within a fast-paced and rewarding environment.

Key Responsibilities

• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures compliance with all Front Office policies, standards and procedures.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Solicits associate feedback, utilises an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures associates are treated fairly and equitably.
• Strives to improve service performance.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Empowers associates to provide excellent customer service.
• Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
• Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Ensures recognition of associates is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Administers the performance appraisal process for direct report supervisors.
• Assists with Interviews and hires hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
• Celebrates successes and publicly recognizes the contributions of team members.
• Responds to and handles guest problems and complaints.
• Observes service behaviours of associates and provides feedback to individuals and/or managers.
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
• To ensure all Regional Health & Safety policy is adhered to, ensuring conformity and awareness at all times.
• Managed department in line with all regional targets and initiatives relating to Front Office.