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Front Office Night Manager

2 months ago

Liverpool, Liverpool, United Kingdom Marriott International Full time
Front Office Manager Job Description

We are seeking a highly skilled and experienced Front Office Manager to lead our Front Office team at the Delta Hotels by Marriott Liverpool City Centre.

Key Responsibilities:
  • Lead the Front Office team, ensuring excellent customer service and a seamless guest experience.
  • Manage the day-to-day front desk operation, adhering to procedures and policies.
  • Deliver memorable guest experiences, driving Intent to recommend scores.
  • Monitor and analyze guest satisfaction survey results, ensuring continuous improvement.
  • Work closely with housekeeping and maintenance teams to ensure rooms are ready for arrival.
  • Resolve guest complaints in a timely manner and log them correctly.
  • Empower employees to provide exceptional customer service experiences.
  • Prepare departmental rotas, ordering, and payroll in line with budget.
  • Promote an upsell culture to support hotel financial performance.
  • Attend sales strategy meetings to support hotel financial results.
  • Manage internal, external, and regulatory audit processes, ensuring compliance with Standard Operating Procedures (SOPs).
  • Recruit, train, and develop front desk team members, supporting the development of the next Front Office Manager.
Requirements:
  • Experience in a hotel environment, preferably in a Front Office role.
  • Experience in coaching and developing team members, delivering exceptional customer experiences.
Benefits:
  • Free access to leisure facilities.
  • Free meals at work.
  • Free uniform and dry-cleaning service.
  • Marriott Discount Card, offering benefits across 130 countries.
  • 23 days holiday, increasing with service, plus Bank Holidays (pro rata).
  • Annual Performance Review pay.
  • Cycle to work scheme.
  • Pension and Life Assurance.
  • Comprehensive Training and Development program.
  • Company Pension scheme, matching employee contributions up to 6%.
  • Private Medical Cover.

This role offers an annual salary of £31,000 (pro rata) and an annual bonus plan, allowing you to earn up to 10% of your salary.