Offers “Marriott”

Expires soon Marriott

Assistant Head of Department - Front Office

  • Heathrow (Shropshire)
  • Administration

Job description

At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we've got – on property and off. When guests stay with us, it's not just a room with a bed that they're buying. It's an experience. We're looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Desired profile

Qualifications :

JOB SUMMARY

The role of Assistant Head of Department - Front Office, is aimed at an established Duty Manager, with ample experience in Front Office Operations and Staff Management who possess fabulous customer service skills gained from dealing with complaints through Duty Manager shifts applying effective recovery techniques. A candidate with great leadership skills, having the ability to nurture and develop a team with passion and commitment to deliver outstanding results for the Department and the Hotel.

MAIN RESPONSIBILITIES

Ensure all guests are being treated in an efficient and courteous manner, anticipating Guests needs, to enhance service quality and continuous increase on GuestVoice ratings
Ensuring all Guests concerns are dealt with appropriately and successfully, and preventing unsatisfactory issues from re-occurring
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
Supervise and monitor the activities and the service levels of the front line departments such as Concierge, Reception, Guest Service Centre and Front Office Duty Managers team
Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied, guaranteeing successful LRA service inspections.
Provide training and direction to associates and Duty Managers as required, devising new operational procedures, with a thorough follow-through to ensure a successful implementation of SOP's
Nurture the Front Office team, motivating associates to reach their potential and the Department's targets such as loyalty, upsell, Empower Guest Experience; always leading by example and contributing to staff retention levels.
Work with the Front Office Manager in achieving Associate satisfaction through Engagement Survey and ensuring the action plans completion
Assist the Front Office Manager in developing the Department's objectives within the required deadlines, owning projects and championships that will lead the department's success
Conversant in Health and Safety regulations with prior experience in Fire & Emergency response/evacuations
Deputise the Front Office Manager during days off and holidays and act as Hotel Representative through Duty Manager shifts

REQUIREMENTS

The successful candidate must possess fantastic Customer Service attitude with outstanding attention to detail
Strong organizational skills
The candidate must thrive under pressure, sustaining a calm, professional and positive approach to challenges
For this position, flexibility of hours is essential as the role requires a combination of office hours and shift work.
Knowledge of First Aid procedures, Emergency evacuation and Crisis response will also be an advantage
Prior experience working for Marriott International would be desirable

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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