Front Desk Manager - JW Marriott Grosvenor House

at  Marriott International Inc

ADDITIONAL INFORMATION

Job Number24198380
Job CategoryRooms & Guest Services Operations
LocationJW Marriott Grosvenor House London, 86-90 Park Lane, London, London, United Kingdom, W1K 7TN
ScheduleFull Time
Located Remotely?N
Position Type Management

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.

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’s 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’ 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

Please refer the Job description for details