Reporting to the Hotel Manager, the Front Office Manager will be required to lead and coordinate all Front Office areas of the hotel, the day to day and night operations, ensuring maintenance of Marriott Brand Standards within remit, high quality customer care and satisfaction is delivered at all times. Ensuring the Front Office department operates within the budgeted guidelines with guest and staff welfare being paramount at all times. You will be responsible for managing staff within Front Office and At Your Service.

 

 

CUSTOMER SERVICE RESPONSIBILITIES

 

  • To ensure that a consistently high level of customer care is delivered at all times
  • To ensure all guests requests and preferences are logged and acted upon to drive guest satisfaction
  • To manage guests complaints and to take the appropriate action
  • To co-ordinate the Daily Times to be distributed to all Managers
  • To ensure high quality communication is in place across the hotel
  • To utilize GXP and traces to ensure clear communication of guest requests
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    REVENUE AND STRATEGY RESPONSIBILITES

     

  • To ensure revenue in all areas is maximised at all times
    • Department sales initiatives agreed, tracked, measured, recognised
  • To ensure all cost of sales and financial targets are met
  • To control all operational purchasing, and ensure in line with current business levels
  • To assist in the production of annual budgets, hotel forecasting and cost and payroll planning
  • To regularly review hotel competitors to ensure hotel pricing is set at right levels
  • To be fully aware of competitors and industry trends
  • To constantly seek new opportunities for the profitable use of facilities and growth
  • To ensure weekly and monthly operational meeting take place
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    BRAND RELATED RESPONSIBILITIES

     

  • To ensure that the set target for brand audit is achieved
  • To ensure Front Office Department operates within the brand guidelines, utilizing SOP manuals
  • To ensure that the Front Office is represented at 10am daily meetings and weekly Guest Satisfaction Survey (GSS)  weekly interdepartmental meetings
  • To participate in hosting Daily 10am meetings according to brand guidelines
  • To ensure the hotel achieves the set target for GSS scores
  • To ensure the set target for Bonvoy is achieved
  • To champion the Front Office initiatives from Marriott
  • To ensure the set target for GXP is achieved
  • To drive the guestvoice response rate and achieve targeted goals
  • To ensure the mobile service targets are achieved
  • To ensure training is managed and tracked in line with Marriott deadlines
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    STAFF RESPONSIBILITIES

     

  • To ensure all supervisors and staff receive regular job chats and appraisals and a system of progression planning is in place
  • In liaison with the HR Department to arrange training for all staff as appropriate
  • Maintain high staff satisfaction and manage turnover
  • Drive engagement to deliver a high performing team
  • Create team environment through support and assistance of other areas
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    GENERAL RESPONSIBILITIES

     

  • To undertake the role of Duty Manager on regular occasions
  • Any other reasonable request from the senior management
  • To accept key holder responsibilities as required
  • To liaise with and be part of the hotel management team, assisting in all areas of business planning and strategy
  • To ensure the hotel meets all relevant fire, life safety and health and safety regulations and brand requirements
  • To ensure all revenue is captured through the hotel systems
  • Perform all duties applicable to hotel management
  • To comply with all Health and Safety procedures associated with the department at all times. This relates to:
    • Standards and procedures of correct working practices
    • The completion of risk assessments
    • COSHH regulations
    • Use of Personal Protective Equipment
  • To control wastage and operate according to the Companies environment policy with regard to:
    • product control and waste minimisation
    • proper care and maintenance of equipment to prolong its life
    • using towels in appropriate quantity to minimise unnecessary laundering
    • proper separation and disposal of cardboard, paper and glass in recycling bins
    • minimising energy wastage by switching off unused lights, heating, PCs and equipment
  • To be an ambassador for Marriott and for Lingfield Park, taking personal responsibility for finding out about our product and services, and at all times striving to represent the Resort in the most professional, courteous and efficient manner possible.
  • To ensure the department is in compliance with GDPR
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    At ARC, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences.  We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

     

    If you have a disability that requires reasonable adjustments, please let us know; we will ensure that individuals with additional needs are provided reasonable adjustments to participate in the job application or interview process and to perform essential job functions.

     

    We understand the value that diversity brings to our business and we are striving to create a working environment that is inclusive, psychologically and physically safe and ensures everyone can be heard and valued for their contributions. We are committed to making a consistent, top-down effort to be role models on what diversity, inclusion and belonging means in society.


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