Are you passionate about delivering exceptional hospitality and eager to join a dynamic team at one of the world's leading hotel brands? We are currently recruiting for a dedicated individual to join our team. We believe in creating memorable experiences for our guests and we want our associates to be at their best: to care for their holistic wellbeing, to feel a sense of belonging, to know their co-workers are committed to a culture of respect and kindness.
We are looking for an Assistant Front Office Manager to work closely alongside the Front Office team to support in overseeing the day-to-day operations in Front Office. This role ensures the smooth delivery of guest experiences, supervises and motivates the front office team and acts as point of escalation for guest concerns. This person will be a visible leader on the floor fostering service excellence, operational efficiency and guest satisfaction.
What is in it for you: In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:
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Free Meals on Duty: Enjoy complimentary meals while at work.
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Uniform Provided: A professional uniform is supplied for all employees.
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Explore Discounts: A Marriott Discount Card that offers benefits on hotel stays and F&B across 140 countries.
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Pension Scheme: Participation in The People’s Pension.
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Employee Assistance Programme: Free and confidential support for various challenges, including financial advice, stress, and health issues.
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Career Development: Opportunities for career growth and internal transfers within Marriott's global network.
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Training and Development: Access to training programs to enhance your skills and advance your career.
Responsibilities: Here's what your journey with us entails:
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Supporting the Front Office Manager in overseeing daily front office operations ensuring efficient service delivery and effective inventory management.
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Lead the Front Office team in the absence of the Front Office Manager, maintaining operational standards and service excellence.
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Coordinate and deliver comprehensive departmental inductions for all new associates.
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Conduct 30,60,90 day probation reviews, monthly one-to-one meetings, performance evaluations and succession planning for direct reports.
- Manage associate performance reviews, providing coaching, feedback, and development opportunities.
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Ensure full compliance with Marriott Standard Operating Procedures (SOPs) and brand standards through regular audits and quality assessments.
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Drive Guest Satisfaction Survey (GSS) performance by monitoring guest feedback, analysing trends, and implementing action plans to improve service standards.
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Plan and managed staff rotas in line with business forecasts, optimising payroll costs across Front Office, Nights, and Guest Relations.
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Build strong relationships with repeat and VIP guests by managing guest profiles and personal preferences to enhance the guest experience.
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Resolve guest complaints and service issues promptly and professionally, ensuring positive outcomes and high levels of guest satisfaction.
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Oversee departmental financial controls, including accounting procedures, cash handling, billing accuracy, and daily reconciliation processes.
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Recruit, train, coach, and develop front office associates to improve operational performance and increase guest satisfaction scores.
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Foster a positive team culture through motivation, engagement initiatives, and continuous performance support, contributing to improved employee retention and engagement.
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Organise and chaired monthly departmental meetings to communicate objectives, share updates, and drive continuous improvement.
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Maintain strict compliance with hotel security policies relating to guest valuables, cash floats, departmental keys, and overall hotel security.
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Manage all departmental training records, ensuring mandatory training and compliance documentation remained accurate and up to date.
Safety and Company Policies:
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Follow all company and safety and security policies and procedures.
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Report maintenance needs, accidents, injuries, and unsafe work conditions to the manager.
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Complete safety training and certifications.
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Ensure uniform and personal appearance are clean and professional.
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Maintain confidentiality of proprietary information.
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Communicate with others using clear and professional language.
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Develop and maintain positive working relationships with others.
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Support the team to reach common goals.
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Listen and respond appropriately to the concerns of other employees.
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Ensure adherence to quality expectations and standards.
Note: This above description is not intended to establish a total definition of the job, but an outline of the duties.
What we’re looking for:
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Strong reporting capabilities, predominantly within excel.
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Outstanding problem-solving skills
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Strong leadership and people skills with the ability to motivate a team and develop individuals
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Strong customer development and relationship management skills.
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Strong communication skills (verbal, listening, writing), with team, guests and associates.
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Strong organization skills
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High attention to detail and ability to multitask under pressure.
Preferred Qualifications:
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Related Work Experience: At least 1 year of related work experience in a leadership customer service role.
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Supervisory Experience: At least 1 year of related work experience in a leadership customer service role.
- License or Certification: None required.
This role will be working 40 hours per week over 5 day and include weekends. Do you need flexibility in your life? We are happy to discuss this with you!
Join us and be part of a team that values excellence, sustainability, and career growth. Apply today to start your journey with Marriott!
