Front Desk Assistant Manager - The Park Tower Knightsbridge Luxury Collection Hotel London

Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities. The AFOM is responsible for achieving a hotel’s revenue and room sales objectives ensuring the appropriate Marriott Standard of service for our guests, keeping a close eye on cost and helping the hotel achieve success. The AFOM supervise the work of Front Office associates in all areas and perform checks to ensure compliance with the requiring quality standards on a day-to-day basis. Strives to ensure guest and employee satisfaction.

Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., share withs, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications. 

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.

• 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 building mutual trust, respect, and cooperation among team members. 
• Serves as a role model to demonstrate appropriate behaviors. 
• Supports all day-to-day operations. 
• Understands employee positions well enough to perform duties in employees' absence. 
• Coaches, counsels, and encourages employees.
• Handles employee questions and concerns. 
• Supports all areas of the Front Office in the absence of the Concierge or Reception Manager.
• Guides daily Front Desk shift operations. 
• Communicates performance expectations to employees in accordance with job descriptions for each position.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily. 
• Develops specific goals and plans to prioritize, organize, and accomplish your work. 
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. 
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results. 
• Strives to improve service performance. 
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. 
• Trains staff on adherence to all credit policies and procedures to reduce bad debts and rebates. 
• Supervises same day selling procedures to maximize room revenue and property occupancy. 
• Understands the impact of Front Desk operations on the overall property financial goals and objectives.

• Provides services that are above and beyond for customer satisfaction and retention. 
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. 
• Sets a positive example for guest relations. 
• Empowers employees to provide excellent customer service within guidelines.
• Handles guest problems and complaints seeking assistance from supervisor as necessary. 
• Interacts with guests to obtain feedback on product quality and service levels.

• Implementing the customer recognition/service program, communicating and ensuring the process.
• Assists in the review of comment cards and guest satisfaction results with employees.
• Ensures employees have the proper supplies and uniforms. 
• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution. 

• Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. 
• Providing guidance and direction to subordinates, including setting performance standards and monitoring performance. 
• Provides feedback to individuals based on observation of service behaviors. 
• Participates in an ongoing employee recognition program.
• Conducts training when appropriate. 
• Participates in the employee performance appraisal process.

• →Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. 
• →Analyzes information and evaluating results to choose the best solution and solve problems. 
• →Informs and/or updating the executives, the peers, and the subordinates on relevant information in a timely manner. 
• →Performs all duties at the Front Desk as necessary( Check-in & Check out). 
• →Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations. 
• →Complies with loss prevention policies and procedures( Full Evacuation, fire Drills, Theft , Emergency response) 
• →Required to do night shifts.

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace. 
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods. 
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action. 
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 

• Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals. 
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed. 

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit. 
• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. 

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others. 
• Business Acumen - Understands and utilizes business information to manage everyday operations. 
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct. 
  • Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems; vendors, products, services, and merchandise; front desk supply management; room inventory management. 
  • Computer Skills - The ability to use computer systems and software packages to input, access, modify, store, or output information or to execute programs or analyses. This includes the ability to enter and retrieve data from computer systems using a keyboard, mouse, or trackball. Basic trouble shooting skills, for computers, printers and in room guest technologies. Ability to adapt to changing technologies.
• Basic Competencies – Fundamental competencies required for accomplishing basic work activities. 
  • Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.). 
  • Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. 
  • Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences. 
  • Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents. 
  • Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Any other duties as requested by your line manager.

• Problem Solving 
• Learning 
• Computer Skills 
• Decision-Making 

• Team Work 
• Customer Service Orientation 
• Interpersonal Skills 
• Diversity Relations 

• Listening 
• Communication 
• English Language Proficiency 
• Telephone Etiquette Skills 
• Applied Reading 
• Writing 

• Dependability 
• Integrity 
• Positive Demeanor 
• Initiative 
• Stress Tolerance 
• Adaptability/Flexibility
• Presentation 

• Planning and Organizing 
• Multi-Tasking 

• Resolving Conflict 
• Team Building

Education:  High school diploma/G.E.D. equivalent 

Related Work Experience:  2 years experience in the guest services, front desk 

Supervisory Experience:  Supervisory experience is required

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.