Assistant Front Office Manager - Sheraton Grand Hotel & Spa Edinburgh

The Assistant Front Office Manager will work together with the Front Office Manager on supervising and directing the Front Office and Guest Services Associates as well as Duty Managers and make adjustments as needed to ensure all standards are maintained and adhered to at all times – this role will contain both internal as well as external responsibilities in regard to the Front Office Department.

Key responsibilities include developing, implementing and ensuring policies are followed as per Marriott standards.  They will be responsible for training, development and support of the full front office team including new starts.

This person will act as the first point of contact when dealing with guest complaints, will oversee VIP allocations, meet & greets and arrival experience. The candidate will bring the hotel’s guest experience to the next level by applying appropriate guest relations skills, such as guest communication, personalisation and presence in the lobby.

The job will entail project management, the implementation and enforcement of policies and procedures as well as ensuring that revenue-related and financial aspects of the business are optimized.

Work with the Front Office Manager to select and recruit associates and embrace a coaching culture and provide training, appraisals, performance management and development for the team and assist with scheduling.

In addition, the Assistant Front Office Manager oversees the daily operation of the front desk, acts as the Manager on Duty for the hotel and responds to emergency codes in the absence of the Front Office Manager

We are looking for someone who is energetic and self-motivated and who is ready to take the next step on your career path. 

• You will have at least 2 years of supervisory experience in a 4 or 5-star hotel
• 2 years’ experience in a Front Office setting.
• You will be able to work variable shifts, including overnights as required and shifts will include working weekends and holidays.
• Opera experience is a distinct advantage. 
• Night audit experience is an asset.
• Proven knowledge of problem resolution, organizing and conducting staff meetings and training.
• Excellent leadership, organizational and communication skills
• Committed to delivering high level of customer service
• Ability to work under pressure and be self-motivated and driven
• Fluent with Microsoft Office (Outlook, Excel, Word and Power point)
• Ability to effectively communicate at different organizational levels
• Must show a great deal of flexibility in workload and hours