Front Office Manager - JW Marriott Grosvenor House London

JOB SUMMARY 

Responsible for all front office functions and staff. Areas of responsibility include Front Desk and Switchboard Operations as applicable.  As a department head, directs and works with managers and associates to successfully plan and execute all front office operations. Builds strong coworker relationships across the business to ensure there is strong cross-departmental communication. Drives a culture of continuous improvement to improve guest experience in line with luxury brand standards, increase associate satisfaction and maximize the financial performance of the department.

CORE WORK ACTIVITIES

Leading the Front Office 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.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages associates. Manages all day-to-day operations. Understands associate positions well enough to perform duties in associates' absence.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Develops a succession plan for team members. 
• Works closely with the Front Office Training Manager to develop training plans and strategically plan the long term training needs of the department. 
• Celebrates successes and publicly recognizes the contributions of team members.

Maintaining all Front Office Goals

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, LQA standards and exceeding the expectations of the customers on a daily basis. 
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Proactively plan for upcoming groups to ensure the front office is prepared and there is appropriate communication. 
• Work with revenue management to proactively plan inventory management in order to maximise revenue. 
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Ensures there are consistent and timely standards met in telecommunications and digital guest experience that are in line with luxury brand standards. 
• Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

• Ensures compliance with all Front Office 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 support the Peer Review Process.

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 leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Empowers associates to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of associates and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures associates are treated fairly and equitably.
• Manages associate progressive discipline procedures for Front Office associates
• Administers the performance appraisal process for direct report managers.
• Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities 

• Analyzes information and evaluating 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.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

 

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.