Front office manager

JOB PURPOSE Delivering the best in guest experience. Ensuring the operations of the department allows for a process and efficient led workstyle. Leading an environment that allows the team to deliver their potential and progress. People ? Provide a structured approach to coaching and development of the team via weekly coaching plans, guest feedback and develop an overall front desk coaching strategy. ? Promote, coach and lead the group Core Behaviours and Etiquettes. ? Ensure that all front desk team have a comprehensive knowledge of the property and facilities and there is a systematic approach for ensuring updates are communicated and trained. ? Ensure that all front desk team can enhance our guests experience through their knowledge and promotion of the surrounding activities and attractions. ? Drive retention of the team via routine appraisals, team huddles, recognition, and other retention activities. ? Develop a structured approach to working and planning with all management colleagues, but special focus to be given to the Rooms Division team i.e. Reservations and Housekeeping manager. Process ? To promote a safe working environment and be aware of Health, Safety and Fire Procedures. ? All aspects of billing and cash control are carried out in a secure and controlled manner and there is a structured and consistent approach to liaising with colleagues in the accounts department. ? To ensure all required resources are available for the team and are managed in line with overhead budgets and guidelines. ? To implement opening systems, policies, and procedures and to continue to develop the reception operation and service by careful, strategic present and future planning and implementation. ? Ensuring that all brand related KPIs and standards e.g., GXP, Guest Voice, Brand Standard audit, play a day- to- day part of the front desk operations and are lived. ? To stay updated with brand communications, allowing the property remain relevant to brand updates and that relationships are built and maintained with various Marriott EMEA representatives (e.g. webinars, offices hours, communication updates). ? To be looking for ways and means of driving efficiencies at the desk via process and technology. Product ? Deliver the best in guest care experience via guest care standards and coaching. ? Ensure the physical presentation of both the front and back of office presents to the highest and safest of standards. Any maintenance issues should be reported via the hotel maintenance reporting system; Snapfix. ? Managing and evaluating all stock levels of brand material e.g. key cards holders, stationary, pens etc. ? Nurture and develop the Marriott Bonvoy guests in all tiers via consistent guest care standards and looking at best practices adopted in sister Brand properties. ? Deliver an exceptional level of uniform, grooming and personal hygiene amongst the team. Profit ? To maximise bookings and sales in all areas dealt with at Reception and to achieve monthly targets. ? Drive a culture of upsell via transparent targets and specific coaching to ensure confidence, knowledge and expertise. ? Look at maximizing Bonvoy Enrollments to assist in encouraging our guests to book direct and via brand channels. ? Manage overheads specific to the department, but with special reference to wage targets as set out in budget targets via Alkimii. Skills : Efficient structured systematic approach Honesty Excellence Flexibility