WHY WORK WITH US?
If you think that you are the perfect fit for our team and you are passionate about Hospitality, this is your opportunity!
Lisbon Marriott Hotel believes in the power of our associates to shape our future. And now, part of that exciting future could be yours too!
We are the biggest hotel in Portugal, located in our country’s beautiful capital, with a total of 577 rooms, a swimming pool and garden, a bar and restaurant for clients to enjoy.
THE JOB
Responsible for the strategic leadership and daily management of the hotel’s Front of House operation, including Front Desk, Guest Relations, Concierge, Bell and Door Services, At Your Service and related support functions. Co-manages the Executive Lounge in partnership with Food and Beverage.
Reporting to the Director of Operations, this role leads the full guest journey, with a strong focus on premium service, VIP and Elite recognition, team performance, operational excellence and cross-departmental coordination. The position requires a visible, people-focused leader capable of developing high-performing teams, driving accountability and delivering consistent guest and financial results.
CANDIDATE PROFILE
CORE WORK ACTIVITIES
Maintaining Front of House Goals
- Leads the strategic and day-to-day performance of the Front of House operation, ensuring consistent delivery of brand standards, guest expectations and hotel objectives.
- Translates hotel priorities into clear departmental goals, action plans, responsibilities, and measurable outcomes.
- Maintains a strategic overview of the department while ensuring a strong and visible leadership presence during key operational periods.
- Keeps the Front of House leadership team focused on the critical components of the guest journey, operational performance, employee engagement and financial results.
- Analyses guest satisfaction, productivity, payroll, upselling, service recovery, billing, and operational data to identify trends, risks and opportunities.
- Develops sustainable solutions to recurring operational and service challenges and ensures corrective actions are implemented and followed through.
- Anticipates operational pressure points by reviewing occupancy, arrivals, departures, groups, VIPs, Elite members, room availability and expected business levels.
- Ensures staffing levels, schedules and leadership coverage are aligned with business demand, service requirements and financial objectives.
- Handles complex guest, employee and operational situations with sound judgement, confidence and appropriate escalation.
- Ensures regular and structured communication with the team to create awareness of business objectives, clarify expectations, recognize performance and drive results.
- Understands the impact of Front of House operations on the hotel’s overall financial goals and actively manages payroll, productivity, upselling, rebates, compensation and departmental costs.
- Maintains strong knowledge of room availability, rates, packages, and promotions and ensures the team actively identifies appropriate selling and upgrade opportunities.
- Reviews no-shows, cancellations, room moves, rebates, billing exceptions and outstanding accounts, ensuring accuracy and appropriate follow-up.
- Ensures arrival reports, guest profiles, registration details, room allocations, special requests, and payment information are accurate and complete.
- Maintains comprehensive knowledge of property facilities, services, room categories, restaurants, rate programs, packages, daily events and key repeat guests.
Managing Front of House Team
- Provides strategic, consistent and visible leadership across all areas of the Front of House operation.
- Builds a strong leadership structure and ensures managers and supervisors clearly understand their responsibilities, decision-making authority and performance expectations.
- Uses strong interpersonal, communication and influencing skills to lead others, build credibility and drive sound operational and commercial decision-making.
- Creates a high-performance culture based on accountability, trust, respect, collaboration and consistent follow-through.
- Leads by example and demonstrates integrity, professionalism, resilience, emotional intelligence and sound judgement.
- Sets clear individual and team objectives and regularly reviews performance against agreed standards and results.
- Coaches, mentors and develops managers, supervisors and employees, ensuring they have the skills and confidence to lead independently.
- Addresses underperformance, behavioral concerns, attendance issues and leadership gaps promptly, fairly and consistently.
- Develops succession plans and identifies and prepares high-potential employees for future leadership opportunities.
- Ensures managers and supervisors are capable of leading shifts, managing conflict, coaching employees and resolving operational issues without unnecessary escalation.
- Establishes and maintains open and collaborative relationships with employees while ensuring accountability for performance and behaviour.
- Recognizes strong performance and ensures employee contribution, development and achievement are consistently acknowledged.
- Ensures employees are knowledgeable about rates, room products, packages, promotions, loyalty benefits and hotel services.
- Maintains sufficient operational knowledge of all Front of House positions to provide guidance and support when required, while remaining focused on leadership and departmental control.
- Ensures all cashiering, payment, billing and credit procedures comply with accounting policies and internal control standards.
Ensuring Exceptional Customer Service
- Creates a guest-focused culture in which service is proactive, personalized, consistent and commercially responsible.
- Takes ownership of the end-to-end guest journey, from pre-arrival and check-in through the stay, service recovery and departure.
- Sets a strong example for guest engagement and maintains a visible presence in the lobby and other key guest areas.
- Ensures effective recognition of VIPs, repeat guests, Marriott Bonvoy Elite members, families, groups and guests with specific needs.
- Empowers employees to resolve guest concerns while providing clear guidance regarding compensation, rebates and service recovery authority.
- Handles significant guest complaints and service failures with urgency, empathy, confidence and sound commercial judgement.
- Ensures all major guest concerns are documented, followed through and resolved, with appropriate communication to the guest and relevant departments.
- Regularly reviews guest feedback and satisfaction results, identifies recurring trends and implements structured improvement plans with clear ownership and deadlines.
- Observes employee service behaviors and provides timely coaching, recognition and corrective feedback.
- Ensures employees understand guest service expectations, recovery standards and decision-making parameters.
- Interacts with guests to obtain feedback on product quality, service levels and overall satisfaction.
- Uses departmental meetings and briefings to reinforce guest satisfaction priorities, recurring issues and continuous improvement actions.
- Monitors the check-in and check-out experience, queue management and service efficiency and intervenes when standards are not being achieved.
- Anticipates sold-out and overbooking situations and ensures preventive actions, alternative accommodation and guest communication are managed in accordance with hotel procedures.
- Works closely with Housekeeping to ensure accurate room status, timely room readiness and effective prioritization of early arrivals, VIPs and delayed rooms.
- Partners with other departments to ensure guest concerns are not managed in isolation and that root causes are addressed.
Managing Projects and Policies
- Defines and leads Front of House projects that improve guest experience, employee performance, productivity, operational control and financial results.
- Implements and maintains guest recognition, loyalty and service programs, ensuring consistent execution and measurable results.
- Leads same-day selling, room upgrade and inventory optimization procedures to maximize revenue while protecting the guest experience.
- Ensures daily operations comply with brand standards, hotel policies, SOPs, LSOPs and legal requirements.
- Reviews existing processes and challenges inefficient or outdated practices where necessary.
- Uses operational reports, audits, guest feedback and financial information to evaluate performance and support decision-making.
- Establishes action plans following audits, incidents, performance reviews and guest feedback and ensures agreed actions are completed and sustained.
- Ensures policies are applied fairly and consistently and that disciplinary procedures and documentation are completed in partnership with Human Resources.
- Maintains strong controls relating to room inventory, guest data, payments, rebates, compensation, credit limits, deposits and billing accuracy.
- Leads change initiatives with clear communication, structure, employee involvement and follow-through.
Supporting Human Resource Activities
- Leads the people strategy for the Front of House department in partnership with the Director of Operations and Human Resources.
- Identifies departmental capability gaps and establishes recruitment, development, succession and retention priorities.
- Supports the recruitment and selection of employees and leaders with the required skills, attitude and potential.
- Ensures new employees receive a structured orientation, onboarding plan and appropriate training to successfully perform their role.
- Conducts regular performance conversations and ensures managers and supervisors provide consistent coaching and feedback to their teams.
- Creates individual development plans for supervisors, emerging leaders and high-potential employees.
- Reviews employee engagement feedback, identifies recurring concerns and implements actions to strengthen communication, morale and team stability.
- Maintains an open and professional environment where employees feel heard and supported while remaining accountable for performance.
- Works closely with Human Resources on employee relations, performance management, progressive discipline and leadership development.
- Takes ownership of complex people matters and does not delay or avoid difficult performance or behavioral decisions.
- Ensures departmental training, cross-training and compliance requirements are completed and monitored.
Additional Responsibilities
- Reports directly to the Director of Operations and acts as the senior leader responsible for the performance, culture and development of the Front of House department.
- Provides the Director of Operations with clear, timely and solution-oriented updates on departmental performance, operational risks, people matters and required actions.
- Escalates significant issues early and presents a clear assessment, recommendation and proposed solution.
- Communicates effectively with supervisors, employees, peers and hotel leadership in person, in writing and through structured meetings and briefings.
- Analyses information, evaluates alternatives and makes confident, balanced decisions that protect the guest, employees and business.
- Builds effective partnerships with Housekeeping, Revenue Management, Reservations, Finance, Engineering, Security, Sales and Food and Beverage.
- Participates actively in hotel and departmental meetings, presenting relevant results, risks, priorities and progress updates.
- Ensures decisions, responsibilities, deadlines and follow-up actions are clearly communicated and documented.
- Maintains ownership of agreed actions from identification through completion.
- Acts as a senior operational leader in the absence of the Director of Operations for matters within the scope of the role.
WHAT DO WE OFFER?
- A professional and dynamic work environment.
- Personal coaching and training to support your day-to-day development.
- Career opportunities within Marriott International.
- Access to our TakeCare Program, focused on wellbeing, health, and team engagement activities.
- Marriott International discounts on accommodation and F&B.
- Exciting social events, including our Associate Appreciation Week.
- Private health insurance.
- Psychology support services.
- Uniform provided.
- Additional payroll benefits, including childcare and language subsidies (where applicable).
- Complimentary meals in our staff canteen.
For more information about the Lisbon Marriott Hotel, please visit our website.
Apply today by submitting your CV directly.
Your career at Marriott starts NOW!
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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.
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. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.
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 believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. 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. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.
