Front Office Manager - London Marriott Maida Vale

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player seeks a Front Office Manager to oversee daily operations at a prestigious hotel in London. This dynamic role involves managing guest services, supervising staff, and ensuring high-quality service standards. The ideal candidate will have a strong background in hospitality, excellent leadership skills, and a passion for customer satisfaction. Join a vibrant team dedicated to creating memorable experiences for guests while fostering an inclusive workplace culture. If you're ready to make a significant impact in the hospitality sector, this opportunity is for you!

Qualifications

• 2 years experience in guest services or front desk roles.
• High school diploma or equivalent required.

Responsibilities

• Manage daily front office operations and staff.
• Ensure exceptional customer service and guest satisfaction.
• Handle complaints and supervise front desk employees.

Skills

Guest Services

Staff Management

Customer Service

Problem Solving

Education

High School Diploma or GED

2-Year Degree in Hospitality or Business

Job description

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Front Office Manager - London Marriott Maida Vale, London

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Client:

Location:

London, United Kingdom

Job Category:

Hospitality

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EU work permit required:

Yes

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Job Reference:

8f530983ccbe

Job Views:

4

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

JOB SUMMARY

Assists the Rooms Operations Manager in administering front office functions and supervising staff daily. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role involves ensuring efficient check-in and check-out processes, guest and employee satisfaction, and maximizing departmental financial performance.

CANDIDATE PROFILE

Education and Experience

- High school diploma or GED; 2 years experience in guest services, front desk, or related area.

- OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manage daily operations, ensuring quality and standards meet customer expectations.
• Develop goals and plans to prioritize and organize work.
• Handle complaints, disputes, and grievances effectively.
• Supervise staffing levels to meet guest service, operational, and financial goals.
• Communicate regularly with staff about business objectives and performance.
• Understand and manage the department's impact on overall financial goals.

Supporting Management of Front Desk Team

• Lead, influence, and encourage team members using interpersonal skills.
• Build trust and cooperation among staff.
• Supervise and manage front desk employees, including shift operations.

Ensuring Exceptional Customer Service

• Provide above-and-beyond service to ensure guest satisfaction and retention.
• Address guest needs and complaints promptly and effectively.
• Set a positive example for guest relations and empower staff to do the same.
• Gather and utilize guest feedback for continuous improvement.

Managing Projects and Policies

• Implement customer recognition and service programs.
• Monitor adherence to credit policies to reduce bad debts.
• Supervise daily shift operations and ensure policy compliance.

Supporting Human Resource Activities

• Support staff development through coaching and mentoring.
• Gather employee feedback and address concerns.
• Assist with hiring, onboarding, and disciplinary procedures.

Additional Responsibilities

• Provide information and communicate effectively with team and management.
• Analyze information to solve problems and improve processes.
• Perform front desk duties as needed and participate in departmental meetings.

LONDON MARRIOTT MAIDA VALE

Located near attractions like Abbey Road Studios, the London Marriott Hotel Maida Vale offers a vibrant environment where our associates' diverse backgrounds are valued. We celebrate creativity and aim to turn experiences into lasting memories. We are committed to equal opportunity employment and fostering an inclusive environment.