At Renaissance Hotels, we believe in helping our guests experience the DNA of the neighborhoods they are visiting. Our guests come to discover and uncover the unexpected, to dive into a new culture, or simply to make the most of a free evening. They see business travel as an adventure because they see all travel as an adventure. Where others may settle for the usual, our guests see a chance to bring home a great story. And so do we. We're looking for fellow spontaneous explorers to join our team to bring the spirit of the neighborhood to our guests. If this sounds like you, we invite you to discover career opportunities with Renaissance Hotels. In joining Renaissance Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,? begin your purpose, belong to an amazing global? team, and become the best version of you.
Let your passion for discovery become a career. Explore, discover, share, and inspire at St Pancras Renaissance Hotel
Masterpiece by Design. Dynamic by Nature
The St Pancras Renaissance Hotel is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation. Housed in one of London's landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.
Position Summary:
As a Front Office Manager at St. Pancras, you will manage front office functions and staff on a daily basis. Areas of responsibility include Front Desk and Switchboard Operations. As a department head, directs and works with managers and associates to successfully execute all front office operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.
Responsibilities: Here's what your journey with us entails
* Fostering associate commitment to provide excellent service, participating in daily stand-up meetings and modelling desired service behaviours in all interaction with guests and associates.
* Ensuring product & services delivered by Rooms operations meet or exceed guest expectations, creating customer loyalty and growing market share. Executing the brand's service strategy and continually focusing on improving guest satisfaction.
* The FOM is a key leader within the room's division department and is also required to support the duty management program.
* Leading the Front Office department on the absence of the FOH Manager
* Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* Serving as a leader in displaying outstanding hospitality skills.
* Empowering associates to provide excellent customer service.
* Observing service behaviours of associates and providing feedback to individuals.
* Maintaining high visibility in public areas during peak times.
* Providing immediate assistance to guests as requested.
* Interacting with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
* Supporting the Front Office team in handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
* Keeping Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
* Performing all jobs within the Front Office and Guest Services departments, as necessary.
* Ensuring compliance with all Front Office policies, standards and procedures.
* Conducting departmental meetings and continually communicating a clear and consistent message regarding the Front Office goals to produce desired results.
* Ensuring staff is trained to comprehend and utilize night audit procedures and reports.
* Reviewing staffing levels to ensure that guest service, operational needs and financial objectives are met.
Qualifications/Skills:
* Minimum of 1 year of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.
* Strong attention to detail and understanding of quality management systems, standards, and procedures with a passion for delivering excellence in customer service.
* Exceptional interpersonal, organisational and communication skills with the ability to interact effectively at all levels.
* Proven leadership abilities with a track record of successfully leading and motivating teams with the ability to multitask.
* Ability to handle high pressure situations in a calm and efficient manner.
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:
* 31 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
* Annual Bonus determined by personal and business performance.
* Private Medical Health coverage.
* Pension scheme participation.
* Life Assurance coverage.
* Annual Performance Review pay adjustments.
* Complimentary Gym and spa access.
* Free meals while at work.
* Dry-cleaning service availability.
* Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
* 50% discount at any of the St Pancras outlets.
* Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
* Travel ticket season loan.
* Cycle to work scheme.
* Employee Assistance Programme access.
* Comprehensive Training and Development programme participation.
* Awards and recognition celebrations, among many other benefit
Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.
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 and veteran status, or any other basis covered under applicable law.
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