Front of House Manager

Job title:

Front of House Manager

Company

Autograph Collection

Job description

Let your passion for discovery become a career. Explore, discover, share, and inspire at St. Pancras LondonMasterpiece by Design. Dynamic by NatureThe St. Pancras London is distinctly iconic and an architectural masterpiece that celebrates both heritage and innovation. Housed in one of London’s landmark buildings, it is where modern lifestyle and luxury experiences create new stories built upon those from the past.Position Summary:As a Front of House Manager at St. Pancras London, Autograph Collection you will manage Front Desk, Night team, Concierge/Guest Experience, Guest Service, Guest Relations teams, functions and staff on a daily basis. As a Driver, directs and works with managers and associates to successfully execute all front of house operations including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.Responsibilities: Here’s what your journey with us entails

• Advocate and maintain an exceptionally high standard of five star luxury lifestyle service within the FOH and any other area in the hotel as required.
• Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and model desired service behaviours in all interaction with guests and associates.
• Takes lead of the Marriott Bonvoy program, GSS, Upsell. Lead the teams and finds creative ways to achieve monthly goals. Maintains the teams motivated and updated on monthly goals.
• Ensures product & services delivered by Rooms operations meet or exceed guest expectations, create customer loyalty and grow market share. Executes the brand’s service strategy and continually focuses on improving guest satisfaction
• The FOHM is a key leader within the room’s division department and is also required to support the duty management program.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested, is the main front of house contact person.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Hold excellent technological skill sets within the Guest Services Departments. Be the leader in implementation and trouble shooting of all related technology such as but not limited to: GXP Empower, Marriott Mobile App, Mobile Key, Opera, MARSHA, related interfaces, guest Wifi network and hotel & guest telephone systems.
• Responsible for the proper and correct set up of GXP Empower within the hotel to ensure the program’s features are used to their maximum to allow for efficiency in hotel staff providing excellent guest service at all times.
• Reviews guest satisfaction results, social media reviews, customer feedback emails and other data to identify areas of improvement in guest service.

Qualifications/Skills:

• Minimum of 2 years of experience in a similar role within the hospitality industry, preferably in a luxury hotel environment.
• Strong attention to detail and understanding of quality management systems, standards, and procedures with a passion for delivering excellence in customer service.
• Exceptional interpersonal, organisational and communication skills with the ability to interact effectively at all levels.
• Proven leadership abilities with a track record of successfully leading and motivating teams with the ability to multitask.
• Ability to handle high pressure situations in a calm and efficient manner.

What is in it for you:In addition to receiving a competitive salary and investment in your personal development, you will have access to an array of perks and discounts including:

• 31 days holiday (including Bank Holidays), with increasing entitlement based on length of service.
• Annual Bonus determined by personal and business performance.
• Private Medical Health coverage.
• Pension scheme participation.
• Life Assurance coverage.
• Annual Performance Review pay adjustments.
• Complimentary Gym and spa access.
• Free St Pancras Experience for you and a guest.
• Free meals while at work.
• Dry-cleaning service availability.
• Complimentary enrolment in BenefitHub, granting unlimited deals from various retailers and more.
• 50% discount at any of the St Pancras outlets.
• Marriott Discount Card offering benefits on hotel stays, room upgrades, gift shop purchases, and F&B across 130 countries.
• Travel ticket season loan.
• Cycle to work scheme.
• Employee Assistance Programme access.
• Comprehensive Training and Development programme participation.
• Awards and recognition celebrations, among many other benefit

Join Our Team: Ready to be part of a dynamic team dedicated to shaping the future of luxury hospitality? If you thrive in a fast-paced environment and are passionate about making a difference, we want to hear from you.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 and veteran status, or any other basis covered under applicable law.The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand’s target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

Expected salary

Location

London

Job date

Thu, 10 Jul 2025 05:21:44 GMT

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