Front Office Manager – Sheraton Grand London Park Lane


Job Number 190014M3
Job Category Rooms and Guest Services Operations
Location Sheraton Grand London Park Lane| Piccadilly| London| Greater
London| United Kingdom
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton| we go above and beyond in everything we do. We are inspired by
our guests and one another – and are driven to make things better. We love
what we do| and we give it all we’ve got – on property and off. When guests
stay with us| it’s not just a room with a bed that they’re buying. It’s an
experience. We’re looking for someone who is ready to go beyond in everything
they do. If you are someone with a genuine drive to improve your life and the
lives of those around you| we encourage you to explore careers with Sheraton.


Assists the Front of House Manager in administering front office functions and
supervising staff on a daily basis. Front office areas include the Front Desk
including the Night Manager and team . Position directs and works with
managers and associates to carry out procedures ensuring an efficient check in
and check out process. Ensures guest and associate satisfaction and maximizes
the financial performance of the department.

 Utilizes interpersonal and communication skills to lead| influence| and
encourage others; advocates sound financialbusiness decision making;
demonstrates honestyintegrity; leads by example.

 Encourages and builds mutual trust| respect| and cooperation among team

 Supervises and manages associates. Managing all day-to-day operations.
Understanding associate positions well enough to perform duties in associates’

 Ensures associate recognition is taking place on all shifts.

 Establishes and maintains open| collaborative relationships with associates.

Monitoring and Supporting Progress Toward Guest Services and Front Desk

 Manages day-to-day operations| ensuring the quality| standards and meeting
the expectations o the customers on a daily basis.

 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.

 Strives to improve service performance.

 Collaborates with the Front of House Manager on ways to continually improve
departmental service.

 Communicates a clear and consistent message regarding the Front office goals
to produce desired results.

 Participates in the development and implementation of corrective action
plans based on review of comment cards and guest satisfaction results.

 Emphasizes guest satisfaction during all departmental meeting and focuses on
continuous improvement.

Ensuring Exceptional Customer Service

 Provides services that are above and beyond for customer satisfaction and

 Improves service by communicating and assisting individuals to understand
guest needs| providing guidance| feedback and individual coaching when needed.

 Serves as a role model to demonstrate appropriate behaviours.

 Sets a positive example for guest relations.

 Displays outstanding hospitality skills.

 Empowers associates to provide excellent customer service.

 Interacts with customers on a regular basis to obtain feedback on quality of
product| service levels and overall satisfaction.

 Provides feedback to associates based on observation of service behaviours.

 Handles guest problems and complaints effectively.

 Interacts with guests to obtain feedback on product quality and service

Managing Projects and Policies

 Implements the customer recognition service program| communicating and
ensuring the process.

 Ensures compliance with all Front Office policies| standards and procedures.

 Interacts with guests to obtain feedback on product quality and service

Supports Handling of Human Resource Activities

 Identifies the developmental needs of others and coaching| mentoring| or
otherwise helping others to improve their knowledge and skills

 Provides guidance and direction to subordinates| including setting
performance standards and monitoring performance.

 Gives appropriate feedback to improve individual hospitality skills based on
hospitality audit.

 Ensures disciplinary procedures and documentation are completed according to
Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer
Review Process.

 Reviews associate satisfaction results to identify and address associate
problems or concerns.

 Participants in the associate performance appraisal process| providing
feedback as needed.

 Assistants as needed in the interviewing and hiring of associate tea members
with the appropriate skills.

Additional Responsibilities

 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 updates the executives| the peers and the subordinates on
relevant information in a timely manner.

 Functions in place of the Front Office Manager in his/her absence.

 Communicates critical information from pre- and post-convention meetings to
the Front Office staff.

 Participates in department meetings.


Education and experience

 High school diploma or GED; 2 years experience in the guest services| front
desk| or related professional area.


 2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration| or related major; no work
experience required.

Management Competencies


 Professional Demeanour – Exhibiting behavioural styles that convey
confidence and command respect from others; making a good first impression and
representing Marriott in alignment with its values.

 Adaptability – Maintaining performance level under pressure or when
experiencing changes or challenges in the workplace.

Managing Execution

 Driving for Results – Setting high standards of performance for self
and/or others; assuming responsibility for work objectives; initiating|
focusing| and monitoring the efforts of self and/or others toward the
accomplishment goals; proactively taking action and going beyond what is

 Building and Contributing to Teams – Leading and participating as a
member of a team to move toward the completion of common goals while fostering
cohesion and collaboration among team members.

Building Relationships

 Co-worker Relationships – Interacting with other in a way that builds
openness| trust| and confidence in the pursuit of organizational goals and
lasting relationships.

 Customer Relationships – Developing and sustaining relationships based on an
understanding of customer needs and actions consistent with Marriott’s Spirit
to Serve.

Learning and Applying Personal Expertise

 Technical Acumen – Understanding and utilizing professional skills and
knowledge in a specific functional area to conduct and manage everyday
business operations and generate innovative solutions to approach function-
specific work challenges.

o 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.

o Problem Resolution – Ability to record| track and resolve guest problems
via property software (i.e. Guestware| Fosse| etc.) handle emergencies| and
effectively deal with customer issues and complaints

 Basic Competencies – Fundamental competencies required for accomplishing
basic work activities.

o Basic Computer Skills – Using ability to add| subtract| multiply| or
divide quickly| correctly| and in a way that allows one to solve work-related

o Mathematical Reasoning – the ability to add| subtract| multiply or
divide quickly| correctly| and in a way that allows one to solve work-related

o Oral Comprehension – the ability to listen to and understand information
and ideas presented through spoken words and sentences.

o Reading Comprehension – Understanding written sentences and paragraphs
in work related documents.


o Performs other related tasks as assigned by management.

o Complies with Marriott International Hotels Limited Regional Office policies
and procedures.

o Working hours as required to do your job but normally not less than 40 hours
per week.

o Writing – Communicating effectively in writing as appropriate for the needs
of the audience.