Front Office Training Manager

Role Responsibilities:

• To maintain a constant focus on quality - both in terms of the product and service offered.
• To develop and maintain a high level of product knowledge and local area knowledge.
• To ensure full compliance of the team for all Health, Safety and Security policies and procedures.
• To actively participate in any training and development activity designed to improve standards and performance levels.
• To conduct performance and development reviews with team members as required and ensure both individual and team performance is to standard and in line with expectations.
• To create a high performance working environment which encourages, rewards and recognises the delivery of the Proud and Brand Values and Company vision.
• To establish and maintain consistent and effective operational procedures and standards within the department to ensure that customer service is consistently high.
• To ensure the delivery of world class customer service in line with the company values and standards.
• To ensure guest complaints are dealt with in a thorough and professional manner by utilising effective problem resolution skills and behaviours.
• To monitor guest satisfaction feedback and initiate any business / continuous improvement activity to achieve world class service. To conduct regular divisional briefings and ensure all Front Office team members are aware of their responsibilities.
• To conduct employee related matters in a professional and confidential manner in accordance with HR policies and procedures.
• To participate in and contribute to the Proud culture.
• To evaluate training needs and ensure the development and co-ordination of the departmental training plans are executed in liaison with the Learning and Development department.
• To be fully aware of and ensure adherence to the health and safety regulations and promote a safe environment for yourself, your colleagues, and our guests

The Perks of working for The Marylebone Hotel:

• TripAdvisor Incentives
• Generous Service Charge
• Upselling incentives
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

The Doyle Collection

The Doyle Collection is a carefully curated collection of eight Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC, Cork and Bristol. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.