Assistant Front Office Manager

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Job Description

JOB SUMMARY

After two internal promotions we are excited to share that we are recruiting for an Assistant Front Office Manager to help the Front Office Manager lead the team at the Delta Hotels by Marriott Liverpool City Centre Hotel.

THE ROLE

Assists the Front Office Manager with managing the front office functions and staff on a daily basis. Areas of responsibility include Front Desk, Switchboard Operations, Concierge/Guest Services and Nights. As a department head, directs and works with managers and associates to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

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.

• Ensures employee recognition is taking place on all shifts.

• Establishes and maintains open, collaborative relationships with employees.

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.

• Serves as a role model to demonstrate appropriate behaviors.

• Sets a positive example for guest relations.

• 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.

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• 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.

• Functions in place of the Front Office Manager in their absence.

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

• Participates in department meetings.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

In addition to a £26,500 annual salary and bonus scheme we will support you in and out of the workplace by offering;

PERKS YOU DESERVE

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Learning and development opportunities
• A competitive salary
• Free use of hotel Gym
• Meals on duty
• Generous global hotel discounts for you, your friends and family
• Employee Assistance Scheme to help guide you through the challenging times in your life.
• Recommend a Friend
• Length of Service Recognition.
• Life Assurance Cover.
• Free Car Parking
• Access to the fantastic Marriott UK Benefits Site where you can take advantage of great discounts including, travel, cycle to work, shopping discounts at over 60 major UK retailers and so much more

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.

About the Team

Delta Hotels provide a seamless travel experience that has been thoughtfully designed with the essential needs of the modern frequent traveler in mind. We flawlessly deliver the key essentials guests need and we work hard to eliminate everything they don't. At Delta Hotels by Marriott, we are always warm, wise and in control so our guests can focus on what's most important. With a strong presence in Canada, the United Kingdom, and the United States, Delta Hotels by Marriott is rapidly expanding across markets all around the world. If you enjoy delivering purposeful service and focusing on the details that matter, we invite you to explore jobs at Delta Hotels by Marriott. In joining Delta Hotels, 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.