Job Description

Job Number 23170567
Job Category Rooms & Guest Services Operations
Location JW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Front Desk Manager - EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International\'s luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you\xe2\x80\x99re happy, our guests will be happy. It\xe2\x80\x99s as simple as that. Our hotels offer a work experience unlike any other, where you\xe2\x80\x99ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That\xe2\x80\x99s The JW Treatment\xe2\x84\xa2.

Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone\xe2\x80\x99s throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings.

We are currently recruiting for a Front Desk Manager who strives to provide and fulfil guest expectations, Supports and motivates a team to enhance the guest experience. Join our amazing and diverse team and grow your career with Marriott International, the world\xe2\x80\x99s largest and most celebrated hospitality brand.

JOB SUMMARY

Responsible for Front Desk daily operations and supervision of the Front Desk team. Position directs and works with associates to carry out guest arrival and departure procedures, ensuring consistent delivery of the highest standards of service, striving to ensure guest and associate satisfaction whilst maximizing the financial performance of the department.

CANDIDATE PROFILE

Experience:

• Previous experience working within a Front Office or similar environment preferred.
• Previous experience supervising a team preferred.

Skills and Knowledge:

• Strong communication skills (verbal, listening, writing)
• Comprehensive knowledge of front desk operational procedures
• Technical understanding of the switchboard operations and front office operation
• Working knowledge of reservation procedures and related systems
• Personable and people orientated demeanor - ability to build relationships.
• Effective coaching, negotiation and influencing skills
• Creative and innovative problem solving and decision-making skills
• Planning and organizational skills
• Adaptability, and flexibility.
• Maintain a high level of Integrity.
• Strong business acumen and focus on results.
• Strong leadership skills.
• Ability to multi-task and handle stress.

GENERAL REQUIREMENTS

• Uses appropriate Marriott interviewing tools to ensure hiring decisions are based on the candidate\xe2\x80\x99s job-related skills and competency
• Gives timely and specific performance feedback to associates
• Takes time to assist associates and to provide specific, detailed follow-up
• Supervises the daily operation of the Front Desk to achieve or exceed budget expectations.
• Addresses conflicts in a timely manner
• Takes action to motivate associates toward achieving goals and objectives
• Openly and accurately reports errors, mistakes, and unintended outcomes without rationalizing them
• Actively listens and responds to associates
• Shares relevant, timely information to help others understand and support business objectives
• Speaks clearly and articulately with individuals and groups
• Delivers constructive feedback with sensitivity to others\xe2\x80\x99 feelings
• Facilitates group discussions
• Prepares and delivers presentations tailored to the audience
• Writes emails, letters, etc. that are clear and effective with few, if any, spelling or grammatical errors
• Demonstrates commitment to the organisation and its vision, mission, and associates
• Establishes measurable and achievable expectations of results
• Holds self and other associates accountable for achieving results
• Regularly monitors customer satisfaction and takes personal responsibility to ensure it
• Proactively demonstrates hospitality in all customer interactions
• Follows through on customer inquiries, requests and complaints
• Takes personal responsibility for correcting customer service problems
• Ability to use standard software applications and Opera hotel systems
• Strong communication skills (verbal, listening, writing)
• Strong organisation skills, consensus building skills, effective conflict management skills and affective change management skills
• Strong customer and associate relation skills, good training/facilitator skills

REWARDS FOR WORK\xe2\x80\xa6 BENEFITS FOR YOUR LIFESTYLE

As a world-class leader in the travel industry, there\xe2\x80\x99s no better place than Marriott International to make your mark. Joining us, you\xe2\x80\x99ll get to entertain and meet people from all over the world as you build your experience. You\xe2\x80\x99ll find a place where your personality and ideas are appreciated just as much as the work you do. You\xe2\x80\x99ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

We\xe2\x80\x99ll support you in and out of the workplace by offering:

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Comprehensive Training and Development program
• Meals at work
• Uniform
• Awards and recognition celebrations and many more\xe2\x80\xa6.

Our highest priority is making you feel as welcome as our guests. We want you to know you\xe2\x80\x99re important to us and that you\xe2\x80\x99ll make an impact in your role, and for that, you\xe2\x80\x99ll be appreciated and valued.

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 on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of \xe2\x80\x9cWonderful Hospitality. Always.\xe2\x80\x9d by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that\xe2\x80\x99s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International\'s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you\xe2\x80\x99re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand\xe2\x80\x99s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you\xe2\x80\x99ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That\xe2\x80\x99s The JW Treatment\xe2\x84\xa2. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

Marriott