JOB SUMMARY
We are currently recruiting for a Front Office Manager (Maternity Cover) to lead the team at the Delta Hotels by Marriott Liverpool City Centre.


The Delta Hotels by Marriott Liverpool City Centre is just one of over 8,000 Marriott Hotels globally and sits in the Classic Premium category of Marriott’s 30+ brands. This City Centre, bustling 4 Star hotel is located in the heart of the city, opposite St Georges Hall and next to the main shopping and dining districts, transport hubs and only a 10 minutes’ walk to the iconic Albert Docks and waterfront attractions. Situated across the road from Liverpool Lime Street Station and the city’s main bus station the hotel is conveniently placed and easily accessible for our guests and associates. The adjacent QPark car park is available to guests and associates, with complimentary parking for our associates. Boasting 146 bedrooms and a number of event spaces, the largest of which proudly hosts events of up to 240 delegates, the hotel is a magnet for large conferences, social events and weddings.


The Role:


As Front Office Manager, you will find yourself right in the heart of things. You will lead the Front Office team which includes front desk, nights and switchboard, ensuring that our guests are greeted with a warm welcome the minute they walk through the door.


You will be responsible for, but not limited to:

• Manages the day-to-day front desk operation, ensuring procedures are adhered to and policies are followed
• Ensure that the team recognize repeat guests, ensuring their preference and requests are delivered prior to being requested.
• Deliver memorable guest experiences which support in driving Intent to recommend scores.
• Monitor and analyze guest satisfaction survey results to ensure these continually improve.
• Work alongside housekeeping and maintenance teams to ensure rooms are ready for arrival.
• Report any maintenance issues which have been raised by guests
• Ensue all guest complaints are resolved in a timely manor and logged correctly
• Anticipate guest needs to deliver an above and beyond experience
• Empowers employees to provide excellent customer service experiences
• Prepare departmental rota’s, ordering and payroll inline with budget
• Promotes an upsell culture to support in delivering hotel financial performance
• Attends sales strategy meetings as required to support in achieving hotel financial results
• Manages internal, external and regulatory audit processes and ensures compliance with Standard Operating Procedures (SOPs), verifying that hotel policies are administered fairly and consistently
• Assist other departments, wherever necessary and maintain good working relationships within the whole hotel
• Recruit, train and develop front desk team members and support in developing our next front office manager
• Comply with hotel security, fire regulations and all health and safety legislation

Our Ideal Candidate:
You will have experience in a similar role or are a successful Front Desk Manager or Senior Supervisor looking for their next step to develop their career. Experience in a hotel environment along with experience in coaching and developing team members, delivering exceptional customer experiences are preferred. You will have a warm people orientated demeanour, a gift for paying attention to the smallest details and have a positive outlook and outgoing personality.


Perks you deserve:
We’ll support you in and out of the workplace by offering:

• Free Access to the Leisure facilities, because your wellbeing is important
• Free meals at work
• Free uniform & dry-cleaning service
• Free enrolment of Perks at Work - Access to unlimited deals from retailers to restaurants to cinema’s and more
• Marriott Discount Card enabling benefits from hotel room discounts for you and friends and family, gift shops and F&B across 130 countries.
• 23 days holiday increasing with service as well as Bank Holidays (pro rata).
• Annual Performance Review pay
• Cycle to work scheme
• Pension & Life Assurance
• Employee Assistant Program
• Comprehensive Training and Development program
• Company Pension scheme, we match your contributions up to 6%
• Private Medical Cover

This role offers and annual salary of £31,000 (pro rata) as well as an annual bonus plan allowing you to earn up to 10% of your salary.
If this sounds like the perfect role for you, please contact Lesley Mullis, HR Manager on lesley.mullis@marriott.com to discuss the role further and share your CV or apply online.


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, age and veteran status, or any other basis covered under applicable law.