Cardiff Marriott Hotel
Assistant Front Office Manager
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Join the team at Cardiff Marriott Hotel as our Assistant Front Office Manager and play a key role in delivering exceptional guest experiences. We are looking for a passionate, organised, and motivated hospitality professional to support the daily operation of our Front Office department. You will assist in leading and inspiring the reception team, ensuring smooth check-ins and check-outs, handling guest enquiries with professionalism, and maintaining the highest standards of customer service. This is an exciting opportunity for someone with previous front office experience who is ready to take the next step in their hospitality management career within a fast-paced and rewarding environment.
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Key Responsibilities
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- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Ensures compliance with all Front Office policies, standards, and procedures.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Solicits associate feedback, utilises an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
- Ensures associates are treated fairly and equitably.
- Strives to improve service performance.
- Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
- Empowers associates to provide excellent customer service.
- Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
- Identifies and analyses Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
- Ensures recognition of associates is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
- Administers the performance appraisal process for direct report supervisors.
- Assists with interviews and hires hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
- Celebrates successes and publicly recognizes the contributions of team members.
- Responds to and handles guest problems and complaints.
- Observes service behaviours of associates and provides feedback to individuals and/or managers.
- Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)
- To ensure all Regional Health & Safety policy is adhered to, ensuring conformity and awareness at all times.
- Managed department in line with all regional targets and initiatives relating to Front Office.
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