Front of House Manager - Franchised

Job description

Job Number 24156229
Job Category Rooms & Guest Services Operations
Location Park Grand London Kensington, 33-37 Hogarth Road, London, England, United Kingdom VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? Y
Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Park Grand Kensington. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

We are seeking a dedicated Front of House Manager to join our newly formed management team, reporting directly to the General Manager. The hotel will undergo significant upgrades to rebrand as a lifestyle brand within Marriott, so a chance to grow and implement change is a must. The ideal candidate will have experience in a 4* or 5* Hotel with a passion for delivering exceptional customer service.
As a Front of House Manager at Park Grand Kensington you will play a crucial role in ensuring a seamless customer service experience. You will be responsible for driving the daily front of house operations by creating memorable moments for our guests. As a Front of House Manager you will manage the core front office team, to include Front Desk, Nights and Housekeeping. As a key Driver in the business, you will direct and work with managers and associates to successfully execute all front of house operations including the guest arrival and departure experience. Strive to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Responsibilities: Here's what your journey with us entails
Fosters associate commitment to providing excellent guest service, participates in daily stand- up meetings and model desired service behaviours in all interaction with guests and associates.
Takes lead of the Marriott Bonvoy program, GSS, Upsell. Lead the teams and finds creative ways to achieve monthly goals.
Ensures product & services delivered by Rooms operations meet or exceed guest expectations, create customer loyalty and grow market share. Executes the brand’s service strategy and continually focuses on improving guest satisfaction
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Serves as a leader in displaying outstanding hospitality skills.
Maintains high visibility in public areas during peak times.
Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Responsible for the successful execution of the Marriott Bonvoy program within the hotel by holding expert knowledge of all facets of the program, ensuring all associates & managers are trained to the most up to date standards and keeping the hotel at the forefront of the program’s offerings.
Hold excellent technological skill sets within the Guest Services Departments. Be the leader in implementation and troubleshooting of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera MARSHA, related interfaces, guest Wifi network and hotel & guest telephone systems.
Is the leader in problem resolution within all Guest Service Departments. This is to be executed through the set up of thorough systems, full compliance with GXP Empower for tracking and communication, leading by example and providing all associates & managers with appropriate training.
Reviews guest satisfaction results, social media reviews, customer feedback emails and other data to identify areas of improvement in guest service.
Responds to and handles guest problems and complaints appropriately as the most senior front of house manager where required.
Lead by example and be a role model for others to aspire to, demonstrate a brilliant positive attitude, supportive approach, grooming standard, body language and on brand at all times. The role of the Front of House Manager is multi-functional, which is based across all venue and types of service delivery in the hotel.
Performs all jobs within the Front Desk, AYS and Guest Service departments, as necessary.
Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.
Ensures compliance with all Front Office policies, standards and procedures.
Understands and communicates to staff the maintenance and operating procedures of all departmental equipment.
Ensures adherence to all credit policies and procedures to reduce bad debts and rebates.
Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Achieves and exceeds goals including hotel & departmental performance goals, budget goals and individual team goals.
Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
Ensures uniforms are properly inventoried and maintained.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Ensures staff is trained to comprehend and utilize night audit procedures and reports.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Champion the Marriott Bonvoy enrolment strategy.
You are expected to monitor and maintain a clean, organised and aesthetically pleasing Front of House environment that advocate as best practice. Ensure that the physical appearance of offices and storage areas are neat and up to standards.

 

Qualifications/Skills:

Minimum of 2 years of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.

Strong attention to detail and understanding of standard operating procedures with a passion for delivering excellence in customer service.

Exceptional interpersonal, organisational and communication skills with the ability to interact effectively at all levels.

Proven leadership abilities with a track record of successfully leading and motivating teams with the ability to multitask.

Ability to handle high pressure situations in a calm and efficient manner.

Ideally Marriott branded experience

 

£40000-420000
Company Pension

•    Opportunities for training, development, and career progression
•    Annual salary reviews
•    Dry cleaning services
•    Meals provided while on duty
•    Employee discounts on accommodation and food & beverage

This company is an equal opportunity employer.