Reception Manager

1 week ago

Hounslow, Greater London, United Kingdom Marriott International Full time

Job Summary

The Reception Manager is responsible for overseeing the front desk operations to ensure efficient check-in and check-out processes, focusing on guest and employee satisfaction, and department financial performance.

Candidate Profile

Education and Experience

• High school diploma, GED, or equivalent; 1 year of experience in guest services, front desk, or related area.

OR

• 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no work experience required.

Core Work Activities

Maintaining Guest Services and Front Desk Goals

• Manages daily operations to meet customer expectations and quality standards.

• Develops goals and plans to organize work effectively.

• Handles complaints, resolves conflicts, and supervises staffing levels for optimal service and financial outcomes.

Supporting Management of Front Desk Team

• Utilizes interpersonal skills to lead and encourage team members.

• Fosters trust and cooperation among staff.

Ensuring Exceptional Customer Service

• Goes above and beyond to ensure customer satisfaction and retention.

• Provides guidance and feedback to meet guest needs.

Managing Projects and Policies

• Implements customer service programs, trains staff on credit policies, and supervises front desk operations.

• Ensures fair administration of property policies and supports employee development.

Supporting Human Resource Activities

• Supports employee developmental needs and helps improve their skills.

• Addresses employee concerns and assists in hiring and training.

Additional Responsibilities

• Communicates effectively with team members.

• Analyzes information to solve problems.

• Runs front desk shifts when needed and participates in meetings to achieve goals.

Marriott International is an equal opportunity employer committed to diversity and inclusivity in the workplace.

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