Marriott Front of House Manager in Greater London, United Kingdom

Description:

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.

Qualifications

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.)

SUPERVISES

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

KEY RESPONSIBILITIES

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