Job Number 23003047 Job Category Rooms & Guest Services Operations Location Delta Hotels Birmingham, 12 Hagley Road Five Ways, Birmingham, England, United Kingdom VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. CANDIDATE PROFILE Education and Experience \u2022 High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR \u2022 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Supporting Management of Front Desk Team \u2022 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. \u2022 Encourages and builds mutual trust, respect, and cooperation among team members. \u2022 Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. \u2022 Ensures employee recognition is taking place on all shifts. \u2022 Establishes and maintains open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals \u2022 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. \u2022 Develops specific goals and plans to prioritize, organize, and accomplish your work. \u2022 Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. \u2022 Strives to improve service performance. \u2022 Collaborates with the Front Office Manager on ways to continually improve departmental service. \u2022 Communicates a clear and consistent message regarding the Front Office goals to produce desired results. \u2022 Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. \u2022 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensuring Exceptional Customer Service \u2022 Provides services that are above and beyond for customer satisfaction and retention. \u2022 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. \u2022 Serves as a role model to demonstrate appropriate behaviors. \u2022 Sets a positive example for guest relations. \u2022 Displays outstanding hospitality skills. \u2022 Empowers employees to provide excellent customer service. \u2022 Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. \u2022 Provides feedback to employees based on observation of service behaviors. \u2022 Handles guest problems and complaints effectively. \u2022 Interacts with guests to obtain feedback on product quality and service levels. Managing Projects and Policies \u2022 Implements the customer recognition/service program, communicating and ensuring the process. \u2022 Ensures compliance with all Front Office policies, standards and procedures. \u2022 Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Additional Responsibilities \u2022 Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. \u2022 Analyzes information and evaluating results to choose the best solution and solve problems. \u2022 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. \u2022 Functions in place of the Front Office Manager in his/her absence. \u2022 Communicates critical information from pre- and post-convention meetings to the Front Office staff. \u2022 Participates in department meetings. 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. With our diverse portfolio of locations, you\u2019ll find Delta Hotels in world-renowned cities and prestigious resorts across Canada. Delta Hotels is a Marriott International brand and offers you the opportunity to find the hospitality job and career journey that's right for you. With more than 1100 managed properties and 19 brands you'll find Marriott International in your neighborhood and in more than 74 countries across the globe. Find Your World ™ at Delta Hotels.