Assistant Front Office Manager

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Job Description

We are hiring for an Assistant Front Office Manager

Based at The Sheraton Grand London Park Lane Hotel - a Grand Experience Crafted in Mayfair.

Rewards for work.... Benefits for your lifestyle

• Part of Marriott International, the largest hospitality brand in the world - this means national and internal promotion opportunities for the right candidates. The sky is your limit here
• World class training and development programmes tailored to enhancing your skills and help you grow within the Marriott family.
• Work alongside some amazing talent - award winning, experienced hospitality professionals
• Discounted room nights & food and beverage - because your well-being means so much
• Complimentary laundry, free meals on duty
• Access to fabulous and flexible benefits to help you in and out of work
• Accommodation Service charges

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.

POSITION SUMMARY

Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby. Serves as Guest Relations Manager and handles the tracking of service issues.

CORE WORK ACTIVITIES

Supporting Property Operations and Guest Relations Needs

* Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

* Communicates any variations to the established norms to the appropriate department in a timely manner.

* Sends copy of MOD report to all departments on a daily basis.

* Strives to improve service performance.

* Ensures compliance with all policies, standards and procedures.

* Emphasises guest satisfaction during all departmental meetings and focuses on continuous improvement.

Supporting Profitability Goals

* Understands and complies with loss prevention policies and procedures.

* Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

* Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Managing the Guest Experience

* Intervenes in any guest/associate situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and associate well being is preserved.

* Empowers associates to provide excellent customer service.

* Provides immediate assistance to guests as requested.

* Serves as a leader in displaying outstanding hospitality skills.

* Sets a positive example for guest relations.

* Responds to and handles guest problems and complaints.

* Ensures associates understand customer service expectations and parameters.

* Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

* Participates in the development and implementation of corrective action plans to improve guest satisfaction.

* Records guest issues in the guest response tracking system.

Assisting Human Resources Activities

* Participates as needed in the investigation of associate and guest accidents.

* Observes service behaviors of associates and providing feedback to individuals.

* Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

* Celebrates successes and publicly recognizes the contributions of team members.

* Ensures associates are cross-trained to support successfully daily operations.

* 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.

* Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

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

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, 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.