Aloft Hotels
Front Desk Manager - Aloft by Marriott London Excel
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Front Desk Manager - Aloft by Marriott London Excel
Front Office Administrator (Front Office Manager – Assistant)
Job Details
Job Number: 26080217 Job Category: Rooms & Guest Services Operations Location: One Eastern Gateway, Royal Victoria Dock, London, E16 1FR [VIEW ON MAP](https://maps.google.com/ Schedule: Full-time Position Type: Management
Job Summary
Assists the Front Office Manager in administering front office functions and supervising staff daily. Key areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
This role ensures smooth check-in/out processes, optimises guest satisfaction, and maximises financial performance while leading a team of operators under the direct guidance of the Front Office Manager.
Candidate Profile
Education & Experience
Meets one of the following criteria:
- No formal education required with 2 years of experience in guest services, front desk, or a related professional area.
- 2-year degree (or equivalent) from an accredited university in:
- Hotel & Restaurant Management
- Hospitality
- Business Administration
- Related field (No prior experience required for qualified degrees.)
Key Responsibilities
1. Maintaining Guest Services & Front Desk Goals
- Oversee daily operations to uphold customer quality standards and satisfaction.
- Set, prioritise, and achieve work-related goals.
- Resolve guest complaints, conflicts, and disputes professionally.
- Balance staffing levels for seamless service, cost efficiency, and operational excellence.
- Align teams with business objectives through clear communication, feedback, and performance recognition.
- Ensure financial targets for the department are met or exceeded.
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2. Supporting the Front Desk Management Team
- Lead by example with exceptional interpersonal and communication skills.
- Foster trust, respect, and collaboration within the team.
- Supervise and coalesce Front Office operations in the absence of the manager.
- Collectively menage shifts and cover Front Desk responsibilities as needed.
- Ensure staff adhere to company policies while maintaining consistency in service quality.
3. Ensuring Exceptional Customer Service
- Deliver above-and-beyond guest service to enhance satisfaction and retention.
- Coach employees to understand and meet guest needs with adaptable guidance.
- Resolve guest issues promptly with professionalism.
- Encourage employees to excel in service standards.
- Gather and act on feedback to continuously improve service quality.
- Promote guest-centric thinking in departmental meetings.
4. Managing Projects & Policies
- Implement and communicate customer recognition/service programmes.
- Uphold credit policies and loss prevention principles to minimise bad debts.
- Optimise same-day sales to maximise room revenue and occupancy rates.
- Ensure strict adherence to all protocols, standards, and SOPs/LSOPs.
- Provide fair, consistent application of disciplinary processes.
5. Supporting Human Resources Activities
- Mentor and coach staff to enhance their skills and fulfil career development.
- Foster an "open door" policy to address employee concerns.
- Support recruitment, hiring, and new-employee training.
- Guide progressive disciplinary procedures when necessary.
- Reflect organisational values through staff oversight and selection.
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6. Additional Duties
- Provide timely communication via phone, email, written reports, or in-person interactions.
- Problem-solve through data analysis and customer feedback.
- Participate in departmental meetings and share progress updates.
- Execute Front Desk duties and shifts as required, ensuring exceptional cover.
Eligibility & Company Values
- Right to work in the UK is mandatory. Documentation will be verified during recruitment.
- Marriott International is an equal-opportunity employer.
- Embracing diversity is core to our values—our strength lies in a rich and collaborative talent blend.
Alof’s Culture & Vision
"At Alof Hotels, we aren’t your typical hotel but neither are we ‘too cool for school.’ We’re the guilty pleasure of hospitality—modern, open, and unapologetically vibrant.
We value those who thrive on opportunities to connect and inspire people. Whether your guests are celebrities, families, young professionals, or explorers, we flip the script on traditional hospitality—our hotels are collaborative spaces with energy, flexibility, and a push to exceed expectations.
Ready to inspire? We’re looking for self-expressers who thrive in amity—and enjoy being part of a dynamic global team. Bring your creativity, adaptability, and love for people to change your own and others’ stories for the better."
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