Front Office Manager - W London

Job description

Are you ready to take centre stage and lead our Welcome Office team?

Located in Soho, W London owns the stage in the epicentre of the city’s cultural core. Plugged in to the pulse of London’s energetic social scene, this is where louder-than-life Soho mixes with the glitzy West End.

Core Responsibilities

Maintaining Guest Services and Welcome Office 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 prioritise, organise, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations, recognises performance, and produces desired results.
• Understands the impact of the department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Welcome Office Team

• Utilises interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviours.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

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.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviours of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on the quality of product, service levels, and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Emphasises guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service programme, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same-day selling procedures to maximise room revenue and control property occupancy.
• Supervises daily Welcome Office shift operations and ensures compliance with all policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and supports the Peer Review Process.

Supporting Talent Resources Activities

• Supports the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
• Solicits employee feedback, utilises an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation programme for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyses information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers, and the subordinates on relevant information in a timely manner.
• Performs all duties at the Welcome Desk as necessary.
• Runs Welcome Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Welcome Desk goals to produce desired results.

  W London - Why anywhere else?
·  Meals  - Tasty and Varied Complimentary Meals in our Green Room canteen.
·  Accommodation Service Charge -  Paid each month! 
·  Bonus Plan Eligible
·  Private Medical Cover
·  Learning and Growing -  Access to the best digital and classroom based training resources and cross exposure opportunities
·  Apprenticeships -  Opportunities to undertake an apprenticeship to support your development in your role.
·  Holiday - 23 days of holiday excluding bank holidays (increase to 27 days with length of service
·  Uniform Provided -  Dry cleaning included.
·  Company Pension   Scheme –  Save for your future.
·  Take Care -  Access to our Take Care Emotional Wellbeing Resources & Associate Assistance Service
·  Celebrate  - Awards and Recognition Celebrations
·  BenefitHub - Access to further discounts for shopping, cinema tickets, technology and more!
·  Events -  Monthly Calendar of Associate Focused & Fun Events
·  Long Service Recognition - Dedicated appreciation events for when you reach career milestones within the company.
·  Global Marriott Hotel Discounts – Accessible to you and your loved ones, travel the world with Marriott International.
·  Food & Beverage Discounts - 20% Discount in all F&B outlets within Marriott Properties
·  Spa Discounts  – 30% discount in our Away Spa

To be considered for this role, all applicants must have a valid right to work in the United Kingdom.

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W 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.