Front Office Assistant Manager

Axiom Hospitality Limited; City of Edinburgh; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Marriott discounts

Hotel discounts for Axiom hotels

Annual leave 28–33 days

Employee benefits portal

Employee Assistance Line

Wagestream access

Xcape stayover after 1 year

Referral bonus

Training and progression

Job summary

Axiom Hospitality Limited's Edinburgh Marriott Hotel Holyrood is seeking an Assistant Front Office Manager to join a fast-paced, guest-focused team. Reporting to the Front Office Manager, this role offers career growth in a busy hotel environment.

You will lead reception operations, supervise staff in the manager's absence, and ensure courteous service, efficient guest handling, and smooth day-to-day management while upholding our standards and values.

Qualifications

• Previous experience as a receptionist or reception supervisor is required.
• Ability to understand guests’ needs to create exceptional service experiences.
• Excellent customer service skills with the ability to anticipate guests’ needs.
• Strong leadership to motivate and guide staff to standards.
• Excellent presentation and professional appearance.
• Excellent communication skills, verbal and written.
• Team player with flexible approach.
• Right to work in the UK is required.

Responsibilities

• Be totally guest focused by delivering excellent customer service with a friendly approach.
• Assist smooth running of the department, rotas, appraisals and training.
• Take pride in the reception’s organisation and procedures.
• Establish good relationships with colleagues through teamwork and flexibility.
• Use guest names to provide courteous, proactive service.
• Record guest feedback and maintenance points for follow-up.
• Ensure proper hand-over of the day’s business including cover and cashiering.
• Raise issues to Front Office and Duty Manager and assist with problem solving.
• Promote company values and behaviours at all times.

Skills

Hospitality passion

Reception experience

Guest needs understanding

Customer service

Leadership

Professional presentation

Independent working

Communication skills

Team player

Job description

Salary: £32,448 per annum
Job Type: Permanent
Hours: Full-time
Town: Edinburgh

The Marriott Edinburgh Hotel Holyrood is conveniently located in the heart of Edinburgh's historic and beautiful old town. This 4-star hotel and spa in Edinburgh is just a 15-minute walk from Waverley Railway station and the bustle of the city's main thoroughfare, Princes Street.

We are currently recruiting for anAssistant Front Office Manager to join our Truly Talented team.

Reporting directly to the Front Office Manager, this is an exciting role for a talented individual looking for career growth and a new challenge in a fast-paced, busy, hardworking team environment.

What we offer

• £32,448 per annum
• Permanent, full-time contract
• Worldwide employee discounts at Marriott Hotels;
• Hotel discounts across all Axiom Hospitality hotels ‑ colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role

As Assistant Front Office Manager, you assist with the day-to-day running of the reception and supervise the department in the absence of the manager.

You will provide courteous and efficient service to all guests and maintain the levels of service to the highest standards at all times.

You will be responsible for greeting guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.

You’ll work in a busy and hardworking team environment, where you’ll continually learn and develop.

Responsibilities of the role will include but are not limited to:

• To be totally guest focused by consistently delivering excellent customer service with an informed, friendly and effective approach;
• To be confident in assisting in the smooth running of the department, assisting with rotas, appraisals and training of colleagues;
• To take pride and ownership of the smooth running and efficient organisation of the Reception in line with established procedures and standards;
• To establish a good relationship with colleagues showing teamwork and flexibility to assist in solving problems and answering queries;
• To establish a courteous, helpful, and friendly attitude toward all guests at all times and to be confident in using guest names at every available opportunity;
• To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow-up using your integrity;
• To ensure correct hand-over procedure of the day’s business with regard to cover and cashiering;
• To be aware of complaints/problems and bring them to the attention of the Front Office and Duty Manager and to offer assistance using your integrity;
• To promote the company values and behaviours at all times.

The ideal person for this role will be enthusiastic about change, focused on details and trusting.

The core skills and experience required to succeed:

• Truly passionate about the Hospitality Industry;
• Previous experience as a receptionist or reception supervisor is required;
• Ability to understand our guests’ needs to create exceptional service experiences, that result in lasting memories;
• Outstanding customer service skills with the ability to anticipate guests’ needs;
• A strong leader capable of motivating and influencing others to work to defined procedures and standards;
• Excellent personal presentation;
• Ability to function independently with a minimum of supervision;
• Excellent communication skills, the ability to communicate verbally and in writing;
• To be an enthusiastic team player with a flexible approach.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Edinburgh Marriott Hotel Holyrood.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.