Assistant Front Office Manager

Explore our very big world.

We are looking for a passionate Assistant Front Office Manager to join our wonderful team at London Marriott Hotel Kensington.

You deserve a career that fulfills your purpose. You deserve to dream without limits. Be a part of something bigger than yourself, join a team where everyone has a voice. Be inspired by what’s possible and discover your own future. Begin your purpose, belong to a global community, and become the best version of you. At Marriott...Be you.

Perks you deserve.

• Personal coaching to support you in your day-to-day job and development and training opportunities.
• Special discounted rates for 9,000+ Marriott hotels worldwide for you, your family and friends.
• £5 breakfast when staying in most of our European hotels.
• 50% discount on Food & Beverage when dining in the hotel.
• Start with 31 holidays (Including Bank Holidays), then watch your time off grow—1 extra day every work anniversary!
• Heavily discounted room rates for you & friends and family - why not, we are after all the largest hotel company in the world!
• ‘Recommend a Friend’ Incentive – Be rewarded for referring someone you know!
• Complimentary staff uniform dry cleaning - we do like to make an impression
• Complimentary meals on duty.

What you’ll do

Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.

Supporting Management of Front Desk Team

•  Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
•  Encourages and building mutual trust, respect, and cooperation among team members.
•  Serves as a role model to demonstrate appropriate behaviors.
•  Supports all day-to-day operations.
•  Understands employee positions well enough to perform duties in employees' absence.
•  Coaches, counsels, and encourages employees.
•  Handles employee questions and concerns.
•  Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
•  Guides daily Front Desk shift operations.
•  Communicates performance expectations to employees in accordance with job descriptions for each position.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

•  Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily      basis.
•  Develops specific goals and plans to prioritize, organize, and accomplish your work.
•  Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
•  Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk  goals to produce desired results.
•  Strives to improve service performance.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
•  Supervises same day selling procedures to maximize room revenue and property occupancy.
•  Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service 

•  Provides services that are above and beyond for customer satisfaction and retention.
•  Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and    individual coaching when needed.
•  Sets a positive example for guest relations.
•  Empowers employees to provide excellent customer service within guidelines.
•  Handles guest problems and complaints seeking assistance from supervisor as necessary.
•  Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

•  Implementing the customer recognition/service program, communicating and ensuring the process.
•  Assists in the review of comment cards and guest satisfaction results with employees.
•  Ensures employees have the proper supplies and uniforms.
•  Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
•  Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
•  Provides feedback to individuals based on observation of service behaviors.
•  Participates in an ongoing employee recognition program.
•  Conducts training when appropriate.
•  Participates in the employee performance appraisal process.

Additional Responsibilities 

•  Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
•  Analyzes information and evaluating results to choose the best solution and solve problems.
•  Informs and/or updating the executives, the peers, and the subordinates on relevant information in a timely manner.
•  Performs all duties at the Front Desk as necessary.
•  Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
•  Complies with loss prevention policies and procedures.

What we’re looking for

• A warm, people-oriented demeanor
• A team-first attitude
• Positive outlook and outgoing personality
• Flexibility, problem-solving skills, and multi-tasking ability
• The ability to stand, sit or walk for extended periods of time across a work shift.
• 2 years experience in the guest services, front desk, or related professional area.