Front Desk Manager - Sheraton Heathrow Hotel

Sheraton Hotels & Resorts; West Drayton; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

Free meals on duty

Free parking

Uniforms & dry cleaning

Dental & eye care

Employee discounts

Job summary

Marriott International’s Sheraton Heathrow Hotel is seeking an experienced Front Desk Manager to lead our Front Office team and ensure an exceptional guest experience from arrival to departure.

In this role you will drive service excellence, coach staff, manage check‑in and check‑out, handle guest issues, coordinate with Housekeeping, Reservations, Engineering and Security, and uphold Marriott policies.

This is a full‑time, management position located at Heathrow Airport, West Drayton.

Qualifications

• Previous Front Office leadership experience.
• Strong knowledge of hotel Front Office operations.
• Excellent communication and customer service skills.
• Opera PMS knowledge preferred.
• Strong problem-solving and decision-making skills.
• Flexibility to work shifts, weekends and holidays.

Responsibilities

• Lead and manage daily Front Desk operations.
• Coach and develop Front Office associates.
• Ensure efficient guest check-in and check-out processes.
• Handle guest complaints and service recovery.
• Monitor VIP arrivals, room allocations, and special requests.
• Ensure compliance with Marriott policies and cash handling procedures.
• Collaborate with Housekeeping, Reservations, Engineering and Security.

Job description

Additional Information

Job Number 26112318

Job Category Rooms & Guest Services Operations

Location Heathrow Airport, West Drayton, England, United Kingdom, UB7 0HJVIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

Job Summary

As a world-class leader in the travel industry, there's no better place than Marriott International to make your mark. Joining us means becoming part of a global hospitality brand where people are at the heart of everything we do. We are seeking an experienced and passionate Front Desk Manager to lead our Front Office team at Sheraton Heathrow Hotel, ensuring exceptional guest experience and operational excellence.

We'll support you in and out of the workplace by offering:

• Competitive rate of pay £30,900
• Upsells and guest referral incentives uncapped!
• Complimentary car park - worth up to 1,300.00 p/a
• Complimentary uniforms/free dry cleaning - worth up to 1,000.00 p/a
• Dental and Eye care benefits worth up to 1,000.00 p/a
• Paid meal break and free meals on duty
• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Learning and development opportunities
• Discounts on hotel rooms, gift shop items, food and beverage
• Recognition programs
• Inspiring career mentors
• Friendly a vibrant team atmosphere
• Graduate programs (subject to eligibility)
• Network of inspiring business leaders that support development and endless opportunities
• Travel the world with the #1 leader in hospitality (Global Transfers)

The Impact You'll Make

Are you a passionate hospitality professional who thrives on creating memorable guest experiences and inspiring high-performing teams? We're looking for an experienced Front Desk Manager to assist our Front Office Manager and Assistant Front Office Manager to ensure every guest receives a warm welcome and outstanding service from arrival through to departure.

In this key leadership role, you will drive service excellence, support the development of the team, and work collaboratively across departments to deliver seamless hotel operations.

What You'll Do

• Reporting Line: This position reports directly to the Assistant Front Office Manager and Front Office Manager and works closely with all operational departments to ensure exceptional guest experiences and seamless hotel operations.
• Lead and manage daily Front Desk operations.
• Coach and develop Front Office associates.
• Ensure efficient guest check-in and check-out processes.
• Handle guest complaints and service recovery.
• Monitor VIP arrivals, room allocations, and special requests.
• Ensure compliance with Marriott policies and cash handling procedures.
• Collaborate with Housekeeping, Reservations, Engineering and Security

What We're Looking For

• Previous Front Office leadership experience.
• Strong knowledge of hotel Front Office operations.
• Excellent communication and customer service skills.
• Opera PMS knowledge preferred.
• Strong problem-solving and decision-making skills.
• Flexibility to work shifts, weekends and holidays.

You’re Welcome Here

Our highest priority is making you feel as welcome as our guests. At Marriott International, you'll be appreciated, supported, and provided with opportunities to grow and develop your career.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.