Front of House Manager

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Job Description

Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras Renaissance Hotel

Masterpiece by Design. Dynamic by Nature

The St Pancras Renaissance Hotel is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation. Housed in one of London's landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.

Position Summary:

As a Front of House Manager at St. Pancras Renaissance Hotel you will play a crucial role in ensuring a seamless customer service experience. You will be responsible for driving the daily front of house operations by creating memorable moments for our guests. As a Front of House Manager you will manage the core front office team, to include Front Desk, Nights, Guest Services and Rooms Controller. As a key Driver in the business, you will direct and work with managers and associates to successfully execute all front of house operations including the guest arrival and departure experience. Strive to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Responsibilities: Here's what your journey with us entails

• Fosters associate commitment to providing excellent guest service, participates in daily stand- up meetings and model desired service behaviours in all interaction with guests and associates.
• Takes lead of the Marriott Bonvoy program, GSS, Upsell. Lead the teams and finds creative ways to achieve monthly goals.
• Ensures product & services delivered by Rooms operations meet or exceed guest expectations, create customer loyalty and grow market share. Executes the brand's service strategy and continually focuses on improving guest satisfaction
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Serves as a leader in displaying outstanding hospitality skills.
• Maintains high visibility in public areas during peak times.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Responsible for the successful execution of the Marriott Bonvoy program within the hotel by holding expert knowledge of all facets of the program, ensuring all associates & managers are trained to the most up to date standards and keeping the hotel at the forefront of the program's offerings.
• Hold excellent technological skill sets within the Guest Services Departments. Be the leader in implementation and troubleshooting of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera Fidelio, MARSHA, related interfaces, guest Wifi network and hotel & guest telephone systems.
• Is the leader in problem resolution within all Guest Service Departments. This is to be executed through the set up of thorough systems, full compliance with GXP Empower for tracking and communication, leading by example and providing all associates & managers with appropriate training.
• Reviews guest satisfaction results, social media reviews, customer feedback emails and other data to identify areas of improvement in guest service.
• Responds to and handles guest problems and complaints appropriately as the most senior front of house manager where required.
• Lead by example and be a role model for others to aspire to, demonstrate a brilliant positive attitude, supportive approach, grooming standard, body language and on brand at all times. The role of the Front of House Manager is multi-functional, which is based across all venue and types of service delivery in the hotel.
• Performs all jobs within the Front Desk, AYS and Guest Service departments, as necessary.
• Understands and operates the reservations system to read and enter guest reservations and monitor hotel occupancy.
• Ensures compliance with all Front Office policies, standards and procedures.
• Understands and communicates to staff the maintenance and operating procedures of all departmental equipment.
• Ensures adherence to all credit policies and procedures to reduce bad debts and rebates.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Achieves and exceeds goals including hotel & departmental performance goals, budget goals and individual team goals.
• Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Ensures uniforms are properly inventoried and maintained.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Ensures staff is trained to comprehend and utilize night audit procedures and reports.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Champion the Marriott Bonvoy enrolment strategy.
• You are expected to monitor and maintain a clean, organised and aesthetically pleasing Front of House environment that advocate as best practice. Ensure that the physical appearance of offices and storage areas are neat and up to standards.

Qualifications/Skills:

• Minimum of 2 years of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.
• Strong attention to detail and understanding of quality management systems, standards, and procedures with a passion for delivering excellence in customer service.
• Exceptional interpersonal, organisational and communication skills with the ability to interact effectively at all levels.
• Proven leadership abilities with a track record of successfully leading and motivating teams with the ability to multitask.
• Ability to handle high pressure situations in a calm and efficient manner.

What is in it for you:

In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 31 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Annual Bonus determined by personal and business performance.
• Private Medical Health coverage.
• Pension scheme participation.
• Life Assurance coverage.
• Annual Performance Review pay adjustments.
• Complimentary Gym and spa access.
• Free St Pancras Experience for you and a guest.
• Free meals while at work.
• Dry-cleaning service availability.
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
• 50% discount at any of the St Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefit

Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.

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

At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We're looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance 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.