Front Office Team Lead — Guest Experience

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

Job summary

Cardiff Marriott Hotel is seeking an Assistant Front Office Manager to support daily operations of the Front Office and lead the reception team in delivering exceptional guest experiences.

You will ensure smooth check-ins/check-outs, handle guest enquiries professionally, and maintain high standards of service while driving guest satisfaction and operational efficiency in a fast-paced hotel environment.

Responsibilities

• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures compliance with all Front Office policies, standards and procedures.
• Conducts department meetings and communicates clear goals to the Front Office to drive results.
• Acts as the Service Champion for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality and provides excellent customer service.
• Solicits feedback, uses an open-door policy, and reviews satisfaction results to address concerns.
• Ensures associates are treated fairly and equitably.
• Strives to improve service performance.
• Reviews staffing levels to meet guest service, operational needs and financial objectives.
• Empowers associates to provide excellent customer service.
• Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
• Identifies and analyzes Front Office challenges and facilitates development of solutions to prevent recurrence.
• Establishes and maintains open, collaborative relationships with associates and ensures team-wide collaboration.
• Ensures recognition of associates across areas of responsibility.
• Communicates performance expectations and monitors progress.
• Ensures Front Office areas have an atmosphere conducive to guest experience.
• Reviews comment cards and guest satisfaction data to identify areas of improvement.
• Administers the performance appraisal process for direct report supervisors.
• Assists with interviews and hires hourly associates with appropriate skills in a timely manner.
• Celebrates successes and publicly recognises contributions of team members.
• Responds to and handles guest problems and complaints.
• Observes service behaviours and provides feedback to individuals and managers.
• Ensures policies are applied fairly per SOPs/LSOPs and regional health & safety policies are adhered to.
• Managed Front Office in line with regional targets and initiatives.

Job description

Cardiff Marriott Hotel is seeking an Assistant Front Office Manager to support daily operations of the Front Office and lead the reception team in delivering exceptional guest experiences.

You will ensure smooth check-ins/check-outs, handle guest enquiries professionally, and maintain high standards of service while driving guest satisfaction and operational efficiency in a fast-paced hotel environment.