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Job Description
JOB SUMMARY
We are currently recruiting for a Front Office Manager (Maternity Cover) to lead the team at the Delta Hotels by Marriott Liverpool City Centre.
The Delta Hotels by Marriott Liverpool City Centre is just one of over 8,000 Marriott Hotels globally and sits in the Classic Premium category of Marriott's 30+ brands. This City Centre, bustling 4 Star hotel is located in the heart of the city, opposite St Georges Hall and next to the main shopping and dining districts, transport hubs and only a 10 minutes' walk to the iconic Albert Docks and waterfront attractions.
The Role:
As Front Office Manager, you will lead the Front Office team which includes front desk, nights, and switchboard, ensuring that our guests are greeted with a warm welcome the minute they walk through the door.
You will be responsible for, but not limited to:
* Manage the day-to-day front desk operation, ensuring procedures are adhered to and policies are followed.
* Ensure that the team recognizes repeat guests, ensuring their preferences and requests are delivered prior to being requested.
* Deliver memorable guest experiences which support in driving Intent to recommend scores.
* Monitor and analyze guest satisfaction survey results to ensure these continually improve.
* Work alongside housekeeping and maintenance teams to ensure rooms are ready for arrival.
* Report any maintenance issues which have been raised by guests.
* Ensure all guest complaints are resolved in a timely manner and logged correctly.
* Anticipate guest needs to deliver an above and beyond experience.
* Empower employees to provide excellent customer service experiences.
* Prepare departmental rotas, ordering, and payroll in line with budget.
* Promote an upsell culture to support in delivering hotel financial performance.
* Attend sales strategy meetings as required to support in achieving hotel financial results.
* Manage internal, external, and regulatory audit processes and ensure compliance with Standard Operating Procedures (SOPs).
* Assist other departments, wherever necessary and maintain good working relationships within the whole hotel.
* Recruit, train, and develop front desk team members and support in developing our next front office manager.
* Comply with hotel security, fire regulations, and all health and safety legislation.
Our Ideal Candidate:
You will have experience in a similar role or are a successful Front Desk Manager or Senior Supervisor looking for their next step to develop their career. Experience in a hotel environment along with experience in coaching and developing team members, delivering exceptional customer experiences are preferred. You will have a warm people-oriented demeanor, a gift for paying attention to the smallest details, and have a positive outlook and outgoing personality.
Perks you deserve:
* Free Access to the Leisure facilities, because your wellbeing is important.
* Free meals at work.
* Free uniform & dry-cleaning service.
* Free enrolment of Perks at Work - Access to unlimited deals from retailers to restaurants to cinemas and more.
* Marriott Discount Card enabling benefits from hotel room discounts for you and friends and family, gift shops, and F&B across 130 countries.
* 23 days holiday increasing with service as well as Bank Holidays (pro rata).
* Annual Performance Review pay.
* Cycle to work scheme.
* Pension & Life Assurance.
* Employee Assistant Program.
* Comprehensive Training and Development program.
* Company Pension scheme, we match your contributions up to 6%.
* Private Medical Cover.
This role offers an annual salary of £31,000 (pro rata) as well as an annual bonus plan allowing you to earn up to 10% of your salary.
If this sounds like the perfect role for you, please contact Lesley Mullis, HR Manager on lesley.mullis@marriott.com to discuss the role further and share your CV or apply online.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability, age, veteran status, or any other basis covered under applicable law.
About the Team
Delta Hotels provide a seamless travel experience that has been thoughtfully designed with the essential needs of the modern frequent traveler in mind. We flawlessly deliver the key essentials guests need and we work hard to eliminate everything they don't. At Delta Hotels by Marriott, we are always warm, wise, and in control so our guests can focus on what's most important. If you enjoy delivering purposeful service and focusing on the details that matter, we invite you to explore jobs at Delta Hotels by Marriott. In joining Delta Hotels, you join a portfolio of brands with Marriott International.
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