Assistant Front Office Manager - Heathrow/Windsor Marriott - UK - England
Full job details
The Assistant Front Office Managers role is to be responsible for the daily operations within the Reception, Nights, Guest Relations, Concierge, Porters and Door. This candidate will be responsible for monitoring the shifts and staff, following up on the duty book and handling guest enquiries and comments.
The successful candidate must have an excellent approach to customer service, strong organisational, communication, motivational and leadership skills. Having a working knowledge of Opera and a Rooms Division background is desirable.
High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Supporting Management of Front Desk Team
Utilizes 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.
Supervises and manages employees. Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees' absence.
Monitoring and Supporting Progress Toward Guest Services and Front Desk 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 prioritize, organize, and accomplish your work.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Strives to improve service performance.
Collaborates with the Front Office Manager on ways to continually improve departmental service.
Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
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.
Displays outstanding hospitality skills.
Empowers employees to provide excellent customer service.
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Provides feedback to employees based on observation of service behaviors.
Handles guest problems and complaints effectively.
Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies
Implements the customer recognition/service program, communicating and ensuring the process.
Ensures compliance with all Front Office policies, standards and procedures.
Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Discounted rates in all Marriott Hotels and associated brands.
- Discounted rates for friends and family.
- Life Assurance Cover.
- Company Pension Scheme.
- Private Medical scheme.
- Tuition Aid.
- Incentive/ Bonus Schemes.
- Free Meals on Duty.
- Uniform Provided
- Free Car Parking on Duty
- External Benefits with Affiliated Companies
- All Statutory Benefits.
Travel just 15 minutes beyond Heathrow International Airport and you'll find yourself at the Heathrow/Windsor Marriott Hotel. An exceptional hotel near Heathrow and Windsor, it extends a delightful blend of comfort, convenience and responsive service ... and an ideal location near Legoland, Chessington, Thorpe Park, Royal Windsor and Ascot Racecourse. Business travelers will enjoy easy access to London, only 18 miles away, as well as smartly designed guest rooms featuring high-speed Internet, a mini-bar and direct dial telephone. Throughout this fine Heathrow/Windsor hotel, you'll find the amenities that make any stay a pleasure. There are tempting dining options, including Pizza da Marco, Chats Bar and the lively Mediterranean flavours of Mediterrano. Relaxing pursuits include an indoor pool, steam room and extensive fitness facilities with state-of-the-art equipment. The Heathrow/Windsor Marriott Hotel also offers 444 square meters of flexible event space that can transform to meet your specific needs.