Luxury Front Desk Operations Director

4 weeks ago

London, Greater London, United Kingdom Marriott International Full time
Job Overview

We are seeking an experienced Luxury Front Desk Operations Director to join our team at the St Pancras Renaissance Hotel in London.

Job Description:

The successful candidate will be responsible for driving the daily front of house operations, creating memorable moments for our guests, and managing the core front office team. 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 guest arrival and departure experiences.

You will strive to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Responsibilities:
  • Foster associate commitment to providing excellent guest service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and associates.
  • Lead the Marriott Bonvoy program, GSS, Upsell, and find creative ways to achieve monthly goals.
  • E nsure product & services delivered by Rooms operations meet or exceed guest expectations, create customer loyalty, and grow market share. Execute the brand's service strategy and continually focus on improving guest satisfaction.
  • Manage day-to-day operations, ensuring quality, standards, and meeting the expectations of customers on a daily basis.
  • Serve as a leader in displaying outstanding hospitality skills.
  • Maintain high visibility in public areas during peak times.
  • Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Be 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.
  • Perform all jobs within the Front Desk, AYS, and Guest Service departments, as necessary.
  • Understand and operate the reservations system to read and enter guest reservations and monitor hotel occupancy.
  • Ensure compliance with all Front Office policies, standards, and procedures.
  • Understand and communicate to staff the maintenance and operating procedures of all departmental equipment.
  • Ensure adherence to all credit policies and procedures to reduce bad debts and rebates.
  • Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
  • Achieve and exceed goals including hotel & departmental performance goals, budget goals, and individual team goals.
  • Identify and analyze Front Office operational challenges and facilitate the development of solutions to prevent reoccurrence.
  • Ensure uniforms are properly inventoried and maintained.
  • Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
  • Ensure 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, organized, and aesthetically pleasing Front of House environment that advocates 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, organizational, 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.
Salary:

The salary for this position is approximately £60,000 - £80,000 per annum, depending on experience.

Benefits:
  • 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 benefits.

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