Front Desk Manager - Meriden

Front Desk Manager - Meriden

Posting Date Nov 12, 2021
Job Number 21132883
Job Category Rooms & Guest Services Operations
Location Forest of Arden Marriott Hotel & Country Club, Maxstoke Lane, Meriden, WARWICKSHIRE, United Kingdom
Brand Marriott Hotels Resorts
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International's flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment.

The Forest of Arden Marriott Hotel offers its associates a competitive salary, gym membership, staff meals, car parking and generous global hotel discounts for you, your friends and family. An exciting opportunity is available to start your Marriott journey in our Front Office team at this four star hotel where you can receive long term development and career opportunities. The Forest of Arden is part of an exclusive collection of Marriott country clubs and is located in the heart of the West Midlands, located between Solihull and Coventry with easy access to the M6, M42 and M40, just four miles from Birmingham NEC, Airport and International Train Station. Facilities of the Forest of Arden include our AA rosette-awarded restaurant, Cast Iron Bar and Grill, two golf courses including our championship Arden course, a driving range and the Golf academy.  There is our relaxing Spa with 8 treatment rooms, outdoor tennis courts and a fully equipped fitness centre.

JOB SUMMARY

Represents hotel management in resolving any guest or hotel related situation.  Manages the flow of questions and directs guests within the lobby.  Serves as guest relations executive and handles the tracking of service issues.

Candidate Profile

Experience 

• Varies by size and complexity of property

Skills and Knowledge

• Extensive knowledge of all hotel departments and their functions and responsibilities
• Effective decision making skills
• Strong problem-solving skills
• Ability to acquire and maintain relationships e.g., associates, customers, vendors
• Financial management skills e.g., ability to understand P&L statements, budgets.
• Good presentation and platform skills
• Strong communication skills (verbal, listening, writing)
• Strong organization skills
• Ability to use standard software applications and hotel systems
• Effective influence skills
• Effective conflict management skills
• Effective change management skills
• Strong customer and associate relation skills
• Good training/facilitator skills
• Basic legal expertise related to hotel issues.
• Knowledge of overall hotel operations as they affect department
• Knowledge of Health & Safety regulations

Business Results

Balanced Scorecard Results:  Supports strategies and conducts activities to drive financial results, guest satisfaction, human capital index and market share.

• Operations:  Works with all department managers and associates to meet or exceed guest service expectations.  Ensures compliance with Marriott Operating Standards to maintain brand integrity.
• Guest Satisfaction:  Displays leadership in guest hospitality and sets daily example of operational excellence.  Builds customer loyalty through personal interaction and problem resolution.
• Human Resources:  Participates in the hiring, development and retention of a diverse workforce to deliver excellent products and services.  Sustains a work environment that focuses on fair and equitable treatment and associate satisfaction to enable business success.

• Financial Management:  Monitors expenses and makes ongoing adjustments as needed to meet or exceed budget expectations.

Technical Expertise (Learning and Applying Personal Expertise)

The following are specific responsibilities and contributions critical to the successful performance of the position:

Operations/Property Management 

• Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel.
• Intervenes in any guest/associate situation as needed to insure the integrity of the hotel is maintained, guest satisfaction is achieved, and associate well being is preserved.

• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Ensures compliance with all policies, standards and procedures.

• Observes service behaviors of associates and ensures that all uniformed associates are properly attired and groomed, each wearing a nametag.

• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc..
• Participates as needed in the investigation of guest accidents.
• Understands and complies with loss prevention policies and procedures.
• Supervises Concierge and/or Bell Staff, when applicable.
• Performs POD/Duty manager tasks as per set standards

Guest Satisfaction

• Is a leader in displaying outstanding hospitality skills.
• Checks and ensures that room allocation and the pre arrival process is followed to ensure that requests and past history is taken into thereby preventing reoccurrence of past issues and increase satisfaction.
• Sets a positive example for front office leadership
• Empowers associates to provide excellent customer service.  Ensures associates understand expectations and parameters.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Maintains high visibility in public areas during peak times. 
• Provides immediate assistance to guests as requested.
• Is highly interactive with customers on a regular basis throughout the hotel to obtain feedback on quality of product, service levels and overall satisfaction.  Effectively responds to and handles guest problems and complaints.
• Records guest issues in the guest response tracking system.  Tracks all guest issues from various sources and reports results.  Identify trends for resolution.
• Reviews comment cards and guest satisfaction results with associates.  Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures that the lobby hosting program is executed in line with the LSOP
• Checks to ensure that arrival and departure mails and high volume days pre check in mails are sent well in advance.
• Ensure that all Customer Care requests and Guest voice feedback are responded to within 48 hours.

Human Resources

• Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Assist in recruitment and scanning along with Assistance Front Office Manager and Front Office Manager

Financial Management

• Participates in the management of the department controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of department's operation on the overall hotel financial goals and objectives and manages to achieve or exceed budgeted goals.
• Inputs schedule in payroll system and audits shifts worked

Other

• Performs other duties as assigned to meet business needs.