Front Office Manager Job at Marriott Bonvoy (London)

Front Office Manager

Marriott Bonvoy

Location:
United Kingdom , London

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Front Office Manager position at JW Marriott Grosvenor House London, part of Marriott International's luxury portfolio. Responsible for leading the front office team, maintaining goals, managing projects and policies, ensuring exceptional customer service, and conducting human resource activities. The role focuses on delivering thoughtful, heartfelt, forward-thinking service that upholds the brand's legacy of 'Wonderful Hospitality. Always.'

Job Responsibility:

Responsible for all front office functions and staff
areas of responsibility include Front Desk and Switchboard Operations
directs and works with managers and associates to successfully plan and execute all front office operations
builds strong coworker relationships across the business to ensure there is strong cross-departmental communication
drives a culture of continuous improvement to improve guest experience in line with luxury brand standards, increase associate satisfaction and maximize the financial performance of the department

Requirements:

Utilizes interpersonal and communication skills to lead, influence, and encourage others
advocates sound financial/business decision making
demonstrates honesty/integrity
leads by example
encourages and builds mutual trust, respect, and cooperation among team members
serves as a role model to demonstrate appropriate behaviors
supervises and manages associates
manages all day-to-day operations
understands associate positions well enough to perform duties in associates' absence
establishes and maintains open, collaborative relationships with associates
communicates performance expectations in accordance with job descriptions for each position and monitors progress
develops a succession plan for team members
works closely with the Front Office Training Manager to develop training plans
achieves and exceeds goals including performance goals, budget goals, team goals, etc.
manages day-to-day operations, ensuring the quality, LQA standards and exceeding the expectations of the customers
develops specific goals and plans to prioritize, organize, and accomplish your work
proactively plan for upcoming groups
work with revenue management to proactively plan inventory management
conducts department meetings
reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
understands the impact of Front Office operations on the Rooms area and overall property financial goals
ensures there are consistent and timely standards met in telecommunications and digital guest experience
manages department controllable expenses to achieve or exceed budgeted goals
ensures compliance with all Front Office policies, standards and procedures
ensures property policies are administered fairly and consistently
provides services that are above and beyond for customer satisfaction and retention
improves service by communicating and assisting individuals to understand guest needs
displays leadership in guest hospitality, exemplifies excellent customer service
empowers associates to provide excellent customer service
ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience
reviews guest satisfaction results and other data to identify areas of improvement
responds to and handles guest problems and complaints
observes service behaviors of associates and provides feedback
identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
provides guidance and direction to subordinates, including setting performance standards and monitoring performance
establishes challenging, realistic and obtainable goals to guide operation and performance
solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns
ensures associates are treated fairly and equitably
manages associate progressive discipline procedures for Front Office associates
administers the performance appraisal process for direct report managers
interviews and hires managers and hourly associate team members with the appropriate skills
analyzes information and evaluating results to choose the best solution and solve problems
informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence

Additional Information:

Job Posted:
April 20, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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