Front Office Manager

Aloft by Marriott Manchester City Centre

Position: Front Office Manager
Department: Front Office
Location: Aloft by Marriott Manchester City Centre
Reports to: Operations Manager
Contract: Full\-time
Salary: £36,000
Hours: 40 hours per week, including evenings, weekends and bank holidays as required

About the Role

We are looking for an experienced, energetic and guest\-focused Front Office Manager to lead our Front Office team at Aloft by Marriott Manchester City Centre.

As Front Office Manager, you will be responsible for the day\-to\-day operation of the Front Office, ensuring that every guest receives a warm, efficient and professional welcome from arrival through to departure.

You will play a key leadership role within the hotel, managing the Front Office team, maintaining Marriott brand standards, driving guest satisfaction and ensuring that operational and commercial targets are achieved.

Our Ideal Candidate

The successful candidate will be a hands\-on and visible Front Office leader who enjoys being at the centre of the operation. You will have the confidence to make decisions, support your team during busy periods and ensure that our guests receive the high standard of service expected from an Aloft and Marriott property.

You will understand that excellent Front Office management is about people, service, standards and commercial performance and you will lead your team to deliver all four consistently. We are looking for strong, driven, can do attitude, a problem solver to situations.

Key Responsibilities

Front Office Operations

• Take overall responsibility for the day\-to\-day running of the Front Office.


• Ensure efficient check\-in and check\-out procedures.


• Maintain consistently high standards of guest service throughout the guest journey.


• Ensure all Marriott and Aloft brand standards are followed.


• Monitor room allocations, arrivals, departures, VIPs and special requests.


• Handle guest queries, complaints and service recovery professionally and effectively.


• Ensure accurate cash handling, billing and payment procedures.


• Work closely with Housekeeping to maximise room availability and minimise delays.


• Liaise with other departments to ensure smooth hotel operations.


• Maintain a strong presence in the lobby and act as a senior point of contact for guests.

• Lead, motivate and develop the Front Office team.


• Manage daily briefings and ensure effective communication across shifts.


• Prepare rotas and manage staffing levels in line with business requirements.


• Support recruitment, induction and training of Front Office colleagues.


• Conduct regular one\-to\-ones, performance reviews and probation reviews.


• Identify training and development opportunities for team members.


• Set clear expectations and ensure colleagues consistently follow hotel procedures.


• Recognise and celebrate good performance while addressing performance issues promptly and fairly.

• Ensure guests receive a welcoming, friendly and personalised experience.


• Monitor guest feedback and online reviews and identify opportunities for improvement.


• Take ownership of guest complaints and ensure appropriate resolutions are provided.


• Build strong relationships with repeat guests, VIPs and corporate clients.


• Promote hotel facilities, services and relevant Marriott Bonvoy benefits.


• Encourage the team to identify opportunities to enhance the guest experience.

• Support the hotel in achieving revenue and profitability targets.


• Maximise opportunities for room upgrades and additional hotel services.


• Monitor Front Office revenue, payments and financial procedures.


• Minimise errors, refunds and discrepancies.


• Work closely with the Reservations teams to optimise occupancy and room revenue.


• Understand key hotel performance indicators and use them to improve operational performance.

• Ensure compliance with health \& safety, fire safety and security procedures.


• Follow all company and Marriott policies and procedures.


• Ensure GDPR and guest confidentiality requirements are maintained.


• Maintain accurate records and complete required Front Office documentation.


• Ensure appropriate procedures are followed for incidents, emergencies and safeguarding.

The successful candidate will ideally have:

• Previous experience in a Front Office Manager, Assistant Front Office Manager or senior Front Office position within a hotel.


• Strong knowledge of hotel Front Office operations.


• Experience managing, motivating and developing a team.


• Excellent communication and interpersonal skills.


• A genuine passion for hospitality and delivering exceptional guest experiences.


• Strong organisational and problem\-solving skills.


• The ability to remain calm and professional under pressure.


• Good financial and commercial awareness.


• Experience with hotel PMS systems; Opera experience would be advantageous.


• Knowledge of Marriott systems and brand standards would be beneficial.


• Flexibility to work evenings, weekends and bank holidays when required.

We are looking for someone who is:

• Guest\-focused and passionate about hospitality.


• Confident and approachable, with a visible leadership style.


• Organised and proactive.


• Positive and energetic.


• A strong communicator.


• Fair and consistent when managing people.


• Commercially aware and focused on achieving results.


• Able to lead by example and take ownership of issues.


• Comfortable working in a busy, fast\-paced city\-centre hotel environment.

• The opportunity to lead the Front Office operation at Aloft by Marriott Manchester City Centre.


• A dynamic and fast\-paced working environment.


• Career development and training opportunities within Dean Street Management


• Marriott employee benefits and discounts.


• A supportive and professional management team.


• The opportunity to make a real impact on guest satisfaction and hotel performance.

Work Location: In person

This listing is from Indeed. View original listing ↗