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About the Role

The Guest Service Manager plays a vital leadership role in overseeing the daily operation of the Front Office, including Front Desk, Guest Services, Switchboard and Bell/Door operations. This position is responsible for ensuring seamless arrival and departure experiences, maintaining exceptional service standards and supporting the achievement of guest satisfaction and departmental performance objectives. As a visible leader within the hotel, you will inspire and develop associates, foster a collaborative team culture and drive operational excellence across every guest touchpoint. You will combine strong people leadership with commercial awareness, ensuring the department consistently delivers outstanding service while contributing to the hotel's financial goals.

Responsibilities

Lead and manage the day-to-day Front Office operation, ensuring service delivery consistently exceeds guest expectations
Oversee Front Desk shift operations, ensuring compliance with Marriott brand standards, policies and procedures
Proactively resolve guest concerns, complaints and service recovery situations, creating memorable experiences and lasting loyalty
Monitor staffing levels and operational resources to achieve guest service objectives and financial performance targets
Support revenue optimisation through effective room inventory management, occupancy control and same-day selling practices
Coach, mentor and develop associates through regular feedback, recognition and ongoing training initiatives
Foster a positive and inclusive workplace culture built on trust, collaboration and continuous improvement
Act as the operational lead for the Front Office in the absence of the Front Office Manager or Assistant Front Office Manager

Requirements

Accomplished hospitality professional with experience leading guest-facing operations within a premium or luxury hotel environment
Understand that exceptional hospitality is created through engaged teams, operational consistency and a genuine commitment to service excellence
Natural leadership style that motivates and empowers others while maintaining a strong focus on accountability and performance
Comfortable operating in a fast-paced environment, able to confidently balance guest satisfaction, team development and commercial objectives
Experience within Front Office, Guest Services or Rooms Operations leadership roles
Strong problem-solving and decision-making capabilities
Excellent communication and relationship-building skills
A passion for delivering exceptional guest experiences
The ability to analyse operational performance and drive improvements
Experience coaching and developing diverse teams
Sound commercial awareness and an understanding of hotel performance metrics

Skills

Leadership
Guest Service Management
Front Office Operations
Team Development
Operational Excellence
Problem-Solving
Decision-Making
Communication
Relationship-Building
Performance Analysis
Commercial Awareness

Location

London

Work Type

Full-time

Experience Level

Management

Benefits

Global career pathways across more than 30 world-class hotel brands
Industry-leading learning, leadership and development opportunities
A culture that values diversity, inclusion and wellbeing
The opportunity to work with talented hospitality professionals from around the world
The support, stability and reputation of the world's leading hospitality company

About the Company

Marriott Canary Wharf offers a contemporary hospitality experience defined by intuitive service, elegant design and a commitment to excellence.
Positioned on the vibrant waterfront of Canary Wharf, the hotel welcomes an international mix of business and leisure travellers seeking the trusted quality and genuine hospitality synonymous with Marriott Hotels.
As part of Marriott International's flagship brand, Marriott Canary Wharf combines modern premium hospitality with a people-first culture that empowers associates to create meaningful guest experiences.
At Marriott International, we believe our associates are at the heart of our success.
Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world.
JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott.
JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.

Equal Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.