Front Office Manager

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

Benefits offered by this job

Discounted hotel stays worldwide

Discounted dining in hotels

Free on-site gym access

Wellness programmes

Holiday entitlement

Job summary

Portsmouth Marriott Hotel invites a proactive Front Office Manager to lead the Front Office team and ensure superb guest experiences at our iconic Portsmouth location near Spinnaker Tower.

You will coach staff, manage the front desk operations, and uphold the Marriott standard of service while driving improvements across processes. A dynamic, guest-focused professional will thrive here.

Qualifications

• Proven leadership experience in hotel front office or guest services management.
• Strong customer-service orientation and guest-focused approach.
• Ability to coach, train and develop a team to deliver high standards.

Responsibilities

• Run the reception department and supervise the team to provide courteous service to all guests.
• Lead by example, greet guests warmly and act as an ambassador for service excellence.
• Work in a busy team environment and continually learn and develop.
• Manage the guest experience from booking to post-stay, ensuring great experiences.
• Directly manage the Front Desk team to deliver the Front of House strategy and targets.
• Control departmental costs through smart scheduling and resource management.
• Identify opportunities to improve operations and communication across teams.
• Address guests' needs promptly and professionally; ensure quality assurance standards are met.

Skills

Leadership

People skills

Team player

Customer service

Multi-tasking

Problem solving

Hotel systems

Professional presentation

Ambassador for service

Tools

Opera PMS

POS systems

Job description

JOB SUMMARY

The Portsmouth Marriott Hotel is looking for a Front Office Manager to join the Front Office team.

We are looking for an enthusiastic Front Office Manager wanting to assist in ensuring all our guests have a wonderful stay at the world leading hospitality company PortsmouthMarriott Hotel. Located near famous landmarks such as the Spinnaker Tower has a range of amenities including: Cast Iron Bar & Grill, our signature restaurant and fitness centre.

The Portsmouth Marriott Hotel provides exceptional, personal, and friendly service whilst catering to a variety of guests.

At Portsmouth Marriott there is the opportunity to progress your career in a supportive environment!

Responsibilities of a Front Office Manager will include but are not limited to:

• As a Front Office Manager, you will be running the reception department. You will manage, coach and train the team to provide courteous and efficient service to all guests and maintain the levels of service to the highest standards at all times.
• You will lead by example and greet guests in a warm, friendly manner and be a true ambassador for excellent service, dealing ith 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.
• Managing the full guest experience from the moment of booking through to post-stay – ensuring each and every guest receives a great experience, defined by our values and mission statement;
• Directly managing the Front Desk Team in delivering the Front of House strategy and targets;
• Manage the departmental costs ensuring scheduling and resources are dispatched accordingly to support operational performance;
• Establishing opportunities for improving operations consistently;
• Address guests' service needs in a professional, positive, and timely manner;
• Comply with quality assurance expectations and standards;
• Setting a clear example for all staff members with regard to personal presentation and positive attitude;
• Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business;
• Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.

A successful Front Desk Manager is someone who is…

• Proven leadership experience in hotel front office or guest services management
• A warm, people-oriented demeanour
• A team-first attitude
• Positive outlook and outgoing personality
• Flexibility, problem-solving skills and multi-tasking ability
• Knowledge of Hotel Systems (Opera, PMS, POS) preferred but not essential
• Serves as a role model to demonstrate appropriate behaviours
• Ensures exceptional customer service
• Proactively meets the needs of the hotel customers

In return for your hard work, the Front Desk Manager will receive…

• Discounted stays on hotel rooms worldwide!
• Discounted food & drink in our restaurants and bars
• Discounts for your friends and family
• Free use of on-property gym
• Wellness and mental health programmes
• Holiday plus Bank Holiday Entitlement
• World class training and development
• Unlimited career opportunities (internationally and locally)
• Discounted cinema tickets
• Staff parties
• Free meal on shift
• Free car parking
• Service awards and recognition gifts

Given the current climate, we operate a Covid-19 safe space, with all correct PPE and social distancing rules followed, along with hotel and departmental Covid-19 risk assessments in place. Thank you for taking the time to consider this job vacancy, we look forward to reviewing your application.

Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.

Compensation: To be discussed