Front Office Manager

DHBE-Front Desk; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel in Greater London is seeking a Reception Manager to oversee the Front Office team and ensure outstanding guest experiences. The ideal candidate should have a background in hotel management, strong leadership skills, and a commitment to customer satisfaction. Responsibilities include managing daily front desk operations, addressing guest complaints, and developing team members. This role offers competitive pay and various perks, including free meals and uniform provision, as well as opportunities for personal and professional growth.

Benefits

Free Meals on Duty

Uniform Provided

Explore Discounts

Pension Scheme

Employee Assistance Programme

Career Development

Training and Development

Qualifications

• Experience in a hotel environment preferred.
• Ability to coach and develop team members effectively.
• Positive and outgoing personality.

Responsibilities

• Lead the Front Office team and manage daily operations.
• Anticipate and fulfill guest needs for exceptional experiences.
• Prepare departmental rotas and ensure compliance with budgets.

Skills

Exceptional customer service

Team leadership

Attention to detail

Problem-solving skills

Job description

Role

We are currently recruiting for a Reception Manager to lead the team at the Delta Hotels by Marriott Bexleyheath.

The Role:

As Reception Manager, you will be at the heart of the operation. You will lead the Front Office team which includes front desk and nights, ensuring that our guests are greeted with a warm welcome from the moment they walk through the door. You will be responsible for, but not limited to:

• Manages the day to day front desk operation, ensuring procedures are adhered to and policies are followed
• Ensure that the team recognises repeat guests, ensuring their preferences 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
• Prepare departmental rotas, ordering and payroll inline with budget
• Promote an upsell culture to support in delivering hotel financial performance
• Manages internal, external and regulatory audit processes and ensures compliance with Standard Operating Procedures (SOPs), verifying that hotel policies 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 and support in developing team
• Comply with hotel security, fire regulations and all health and safety legislation

Our Ideal Candidate:

You will have experience in a similar role or are a successful Senior Supervisor looking for their next step to develop their career. Experience in a hotel environment along with experience in coaching and developing team members, delivering exceptional customer experiences are preferred. You will have a warm people orientated demeanour, a gift for paying attention to the smallest details and have a positive outlook and outgoing personality.

What is 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 employees.
• 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.

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!