Front Office Manager

Delta Hotels by Marriott Waltham Abbey; Epping Forest; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hotel brand in Epping Forest seeks a Front Office Manager to lead the front office team. This role involves managing daily operations, ensuring guest satisfaction, and developing team members. Candidates should have experience in hospitality and strong customer service skills. Competitive salary and benefits are offered.

Benefits

Free Meals on Duty

Uniform Provided

Explore Discounts

Pension Scheme

Employee Assistance Programme

Career Development

Training and Development

Qualifications

• Experience in a front office or hotel environment is preferred.
• Strong customer service and communication skills.
• Ability to lead and train a team effectively.

Responsibilities

• Manage the daily front desk operation and adhere to procedures.
• Ensure exceptional guest experiences and satisfaction.
• Lead recruitment, training, and development of front desk team members.

Skills

Hospitality management

Customer service

Team leadership

Attention to detail

Job description

Overview

Are you passionate about delivering exceptional hospitality and eager to join a dynamic team at one of the world\'s leading hotel brands? We are recruiting for a Front Office Manager to lead the front office team at the Delta Hotels by Marriott Waltham Abbey. As Front Office Manager, you will lead the Front Office team which includes front desk and nights, ensuring that our guests are greeted with a warm welcome the minute they walk through the door.

What\'s in it for you

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• Free Meals on Duty: Enjoy complimentary meals while at work
• Uniform Provided: A professional uniform is supplied for all associates
• Explore Discounts: A Marriott Discount Card that offers benefits on hotel stays and F&B across 140 countries
• Pension Scheme: Participation in The People\'s Pension
• Employee Assistance Programme: Free and confidential support for various challenges, including financial advice, stress and health issues
• Career Development: Opportunities for career growth and internal transfers within Marriott\'s global network
• Training and Development: Access to training programs to enhance your skills and advance your career

Responsibilities

• Managing the day to day front desk operation, ensuring procedures are adhered to and policies are followed.
• Ensure that the team recognise repeat guests, ensuring their preference and requests are delivered prior to being requested.
• Deliver memorable guest experiences which support in driving Intent to Recommend scores.
• Monitor and analyze guest satisfaction survey results to ensure these continually improve.
• Work alongside housekeeping and maintenance teams to ensure rooms are ready for arrival.
• Report any maintenance issues which have been raised by guests.
• Ensure all guest complaints are resolved in a timely manner and logged correctly.
• Anticipate guest needs to deliver an above and beyond experience.
• Empower employees to provide excellent customer service experiences.
• Prepare departmental rota\'s, ordering and payroll in line with budget.
• Promote an upsell culture to support in delivering hotel financial performance.
• Manage internal, external and regulatory audit processes and ensures compliance with policies ensuring that these are administered fairly and consistently.
• Assist other departments, wherever necessary and maintain good working relationships within the whole hotel.
• Recruit, train and develop front desk team members.

Safety And Company Policies

• Follow all company and safety and security policies and procedures
• Report maintenance needs, accidents, injuries and unsafe work conditions to the manager
• Complete safety training and certifications
• Ensure uniform and personal appearance are clean and professional
• Maintain confidentiality of proprietary information
• Communicate with others using clear and professional language
• Develop and maintain positive working relationships with others
• Support the team to reach common goals
• Listen and respond appropriately to the concerns of other employees
• Ensure adherence to quality expectations and standards

Note: This above description is not intended to establish a total definition of the job, but an outline of the duties.

Join us and be part of a team that values excellence, sustainability, and career growth. Apply today to start your journey with Marriott!