ADDITIONAL INFORMATION

Job Number25111378
Job CategoryRooms & Guest Services Operations
LocationSt. Pancras London Autograph Collection, Euston Road, London, United Kingdom, United Kingdom, NW1 2AR
ScheduleFull Time
Located Remotely?N
Position Type Management

POSITION SUMMARY:

As a Front of House Manager at St. Pancras London, Autograph Collection you will manage Front Desk, Night team, Concierge/Guest Experience, Guest Service, Guest Relations teams, functions and staff on a daily basis. As a Driver, directs and works with managers and associates to successfully execute all front of house operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Responsibilities: Here’s what your journey with us entails

• Advocate and maintain an exceptionally high standard of five star luxury lifestyle service within the FOH and any other area in the hotel as required.
• Fosters associate commitment to providing excellent 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. Maintains the teams motivated and updated on 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
• The FOHM is a key leader within the room’s division department and is also required to support the duty management program.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested, is the main front of house contact person.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Hold excellent technological skill sets within the Guest Services Departments. Be the leader in implementation and trouble shooting 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.
• Responsible for the proper and correct set up of GXP Empower within the hotel to ensure the program’s features are used to their maximum to allow for efficiency in hotel staff providing excellent guest service at all times.
• Reviews guest satisfaction results, social media reviews, customer feedback emails and other data to identify areas of improvement in guest service.

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 quality management systems, standards, and 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.

• Advocate and maintain an exceptionally high standard of five star luxury lifestyle service within the FOH and any other area in the hotel as required.
• Fosters associate commitment to providing excellent 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. Maintains the teams motivated and updated on 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
• The FOHM is a key leader within the room’s division department and is also required to support the duty management program.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested, is the main front of house contact person.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Hold excellent technological skill sets within the Guest Services Departments. Be the leader in implementation and trouble shooting 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.
• Responsible for the proper and correct set up of GXP Empower within the hotel to ensure the program’s features are used to their maximum to allow for efficiency in hotel staff providing excellent guest service at all times.
• Reviews guest satisfaction results, social media reviews, customer feedback emails and other data to identify areas of improvement in guest service