Marriott Front of House Manager in Greater London, United Kingdom
Are you passionate about offering first class experiences?
Founded in the 1920s the Sheraton Grand London Park Lane Hotel is a celebrated Art Deco hotel, which continues the great tradition of hospitality by offering convenient services and comfortable facilities such as the Sheraton Sweet Sleeper Bed for a great night's sleep.
In this role you will become a part of The Sheraton Grand London Park Lane Hotel and Starwood family. The Sheraton Grand London Park Lane Hotel is located in the heart of Mayfair and one of the most iconic original Art Deco hotels in Central London. Every year we welcome thousands of new and old friends. We are keen to connect with candidates who offer a personalised service in a warm and inviting manner, making our guests feel right at home.
We would like to welcome you to the iconic Sheraton Grand London Park Lane Hotel as our nextFront of House Manager.
Skills and Knowledge unique to this position
Ability to work with the key stakeholders to deliver a luxury pre arrival, arrival and stay experience for all of our guests
Working knowledge of Opera in line with that of an FOM, knowledge of accounting practices related to Front Office. Working knowledge of Credit card systems. Working knowledge of Microsoft Office. Working knowledge of Guest Delivery software and programmes that manage guest feedback
Demonstrates a previous ability to manage a payroll budget and expense budgets related to FOH
Leads by example in dealing with shortfalls in service or product with guests
Demonstrates understanding of the expectations of a 5 star Mayfair guest
Ability to assess quality control and adhere to service standards
Responds appropriately to guests needs
Demonstrates the ability to manage guest issues without escalation to Executive Office/Corporate Office
Demonstrates ability to attract nurture talent
Demonstrates the ability to maintain focus on multiple KPIs on a daily basis with the team
Ability to manage manning in line with the operation
Knowledge of operations for managing group arrivals/departures including bag pull, room drops etc.
Ability to maintain a safe working environment for the team.
Ensuring compliance to policies and legislation on data protection, health & safety & employment law
Ability to deal with stressful situations
Ability to lead in times of crisis (e.g. Evacuations etc.)
Reception Team, Concierge Team, Guest Service Centre Team (For Both Park Tower Knightbridge, Sheraton Grand London and the Complex Offices) Garage Team.
KEY RELATIONSHIPS WITH
Executive Housekeeper, Revenue Manager & Team, Chief Engineer, Human Resources Manager, Club Lounge Team
To support the Rooms GOP target, with a strong focus on upselling, maximizing inventory and supporting Revenue Management in their targets/processes
Support the Rooms Profit GOP by managing costs within all areas of responsibility in line with Budget/Forecast
Consistently challenging costs and revenue generating processes to where appropriate save cost or increase revenue
Actively participate in the Morning Hotel operations meeting, leading this in the absence of the Hotel Manager
Attend all HOD or all associate meetings including Engagement (Associate Survey) / GSS (Guest Service Metrics) / Associate meetings and actively participate encouraging your team to do likewise.
Ensure there are at least 11 department meetings per year for each department
Lead the communication from FOH with Events, Sales, Marketing and any operational departments
Act as an ambassador for the hotel both internally with clients and externally through industry events
Act for the Hotel Manager when necessary with clients, journalists and internal stakeholders
Ensure compliance to all Marriott FOH policies incl but not limited to Cash Handling, Inventory Mgt, Overbooking, Upselling
To support the GSS targets for the hotel as a whole and those specific to areas of responsibility as agreed with the Hotel Manager
Understand Marriott Service Standards & Sheraton standards
To liaise with the larger operational team on guest complaints and initiate responses where appropriate to clients
Be proatcive in communication with All VIP guests in house and arriving
Constantly challenge the team to exceed targets in GSS
Be present in the lobby, Front Desk and Club Lounge at peak times to support the team and the guest experience
To project a pleasant positive and professional image to all contacts at all times
Act as part of the Leadership team for the hotel be it for internal events, Site Inspections or in the absence of the Hotel Manager
Coach and mentor your team to encourage consistent development and elevation within the company.
Participating and lead team participation with charitable contributions/events to the local area
To build network amongst fellow colleagues and be part of a relevant association in order to promote Marriott and Sheraton Grand London Park Lane
Build and maintain relationships with our owners, owners representatives and their team
Build and maintain relationships with the other senior members of the team from the Complex, Global Sales office and Area team.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
Job: Rooms and Guest Services Operations
Organization: Sheraton Hotels & Resorts
Location: GBR-Greater London
Requisition ID: 17001BW4