Front Desk Manager - JW Marriott Grosvenor House

TN United Kingdom; London; On-site; GBP 25,000 - 45,000

Job description

Client:

Location:

London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

154ce0b4f2c2

Job Views:

4

Posted:

02.04.2025

Expiry Date:

17.05.2025

Job Description:

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 110 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. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment.

Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone’s throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings.

We are currently recruiting for a Front Desk Manager who strives to provide and fulfil guest expectations, supports and motivates a team to enhance the guest experience. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand.

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.

CANDIDATE PROFILE

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-oriented 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

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. You’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

We’ll support you in and out of the workplace by offering:

• Team-spirited co-workers
• Encouraging management
• Comprehensive Training and Development program
• Meals at work
• Uniform
• Awards and recognition celebrations and many more….

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

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.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.