Job Number 24077325

Job Category Rooms & Guest Services Operations

Location Courtyard London Heathrow Airport, 1 Nobel Drive, Harlington, Hayes, England, United Kingdom

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Legacy Hotels & Resorts Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Description

The Reception Manager's primary responsibility is to manage all day-to-day activities related to the front desk operation, including managing guest satisfaction and associates. They will work closely with the reservations, housekeeping, and maintenance departments, with a strong focus on ensuring an exceptional overall guest experience. The role also includes payroll management, rostering, and duty manager shifts, in addition to achieving key KPIs such as Bonvoy enrollments, mobile check-ins, and maintaining high guest satisfaction scores. The working week will consist of any 5 days out of 7 on a shift basis, including evenings, early mornings, and weekends and managing a team of approximately 10 staff and reporting directly to the front office manager.

Job Requirements

• Greeting guests upon arrival and making them feel welcome.

• Promote hotel facilities, marketing activities and amenities.

• Address guest complaints through recognition, investigation, and outcome. (LEARN method)

• Assist front desk associates to administer check-in and check-outs at particularly during busy periods.

• Coordinate with the front desk porter on luggage assistance & storage of bags.

• Organise mail and package deliveries for guests staying in-house.

• Act as the point of contact for guest information

• Coordinate with other departments to ensure a smooth transition of guest requests or resolution to guest complaints.

• Update guest profile records with special requests via opera paying particular attention to Marriott Bonvoy members.

• Update all trace reports and follow up to ensure adherence.

• Undergo and complete full hotel product knowledge training.

• Respond to guest reviews on GSS, Marriott guest satisfaction scoring platform.

• Communicate with guests on GXP, Marriotts guest experience platform

• Support the overall objectives of the front desk department in terms of, revenue, costs and teamwork.

• Administer and plan rotas and holidays to meet business needs and wage control.

Pay and Benefits

• £30,000 annual salary, with the opportunity to increase this with front-of-house upsells.

• 28 -31 days annual leave

• Company pension contribution of 3%

• Discounted accommodation worldwide with the Marriott Explore programme

• 20% Food and beverage discount worldwide on all Marriott properties

• Complimentary meal whilst on duty

• Access to the learning and development with Marriott’s ‘Become Programme’

• Regular associate events & a recognition programme

• Access to our employee assistance programme

• Complimentary onsite car parking

• Use of onsite gym

• A complimentary one night’s stay in the hotel

• Uniform and discounted laundry service

• £40B&B at any legacy-managed property

• 50% F&B in legacy managed hotels

This company is an equal opportunity employer.

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At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.

In joining Courtyard, 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.