Job Description

Additional Information

Job Number

25123570

Job Category

Rooms & Guest Services Operations

Location

Sheraton Grand London Park Lane, Piccadilly, London, London, United Kingdom, W1J 7BX

Schedule

Full Time

Located Remotely?

N

Position Type

Non-Management

We are hiring for a

Assistant Front Office Manager (Maternity Cover)

Based at The Sheraton Grand London Park Lane Hotel - a Grand Experience Crafted in Mayfair.

Rewards for work.... Benefits for your lifestyle

Part of Marriott International, the largest hospitality brand in the world - this means national and internal promotion opportunities for the right candidates. The sky is your limit here World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family. Work alongside some amazing talent - award winning, experienced hospitality professionals Discounted room nights & food and beverage - because your well-being means so much Complimentary laundry, free meals on duty Access to fabulous and flexible benefits to help you in and out of work Eligible for Accommodation Service Charge

JOB SUMMARY

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.

CORE WORK ACTIVITIES

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.


At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.


When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International.

Be

where you can do your best work,

begin

your purpose,

belong

to an amazing global team, and

become

the best version of you.