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
Supports the Front of House Manager in leading the strategy, performance and people agenda of the Front of House operation. Directly leads the Front Desk Manager, Guest Relations Manager and Concierge Manager, driving accountability, Marriott standards, service excellence and strong execution.
This role requires a confident, forward-thinking leader who challenges the status quo, leads change, develops strong teams and delivers measurable improvements in guest experience, operational performance and team capability.
CANDIDATE PROFILE
CORE WORK ACTIVITIES
Supporting Strategic Leadership of Front of House
- Supports the Front of House Manager in defining and executing the strategic direction of the Front of House operation.
- Translates departmental priorities into clear actions, ownership, timelines and measurable results.
- Acts as a key leadership partner to the Front of House Manager, providing constructive challenge, recommendations and solutions.
- Identifies opportunities to improve the guest journey, operational efficiency, team performance and service delivery.
- Uses guest feedback, operational results, employee feedback and performance data to identify trends, risks and opportunities.
- Ensures improvement initiatives are implemented, followed through and sustained.
- Maintains a strong operational overview while ensuring managers and supervisors take appropriate ownership of their areas.
Leading the Front of House Management Team
- Directly leads and supports the Front Desk Manager, Guest Relations Manager and Concierge Manager.
- Sets clear expectations, objectives and accountability across each area and ensures alignment as one Front of House operation.
- Coaches and develops managers and supervisors through regular feedback, delegation and structured development plans.
- Ensures managers are confident in making decisions, managing performance and leading their teams independently.
- Identifies leadership gaps, succession opportunities and high-potential talent within the department.
- Builds a culture of accountability, collaboration, recognition, ownership and continuous improvement.
- Addresses underperformance, behavioural concerns and resistance to change promptly, fairly and consistently.
- Ensures strong communication and cooperation between Front Desk, Guest Relations, Concierge, At Your Service and other guest-facing functions.
Driving Front of House Performance
- Monitors Front of House performance against guest, people, operational and financial objectives.
- Reviews guest satisfaction, complaints, service recovery, Elite recognition, room readiness, billing accuracy, upselling and other key performance indicators.
- Works with managers to establish corrective action plans where performance falls below expectations.
- Ensures actions have clear ownership, deadlines and measurable outcomes.
- Establishes strong daily, weekly and monthly management routines to maintain control and follow-up.
- Ensures consistent execution of Marriott standards, hotel policies, SOPs and service expectations across all shifts.
- Ensures leadership coverage and operational priorities are aligned with occupancy, arrivals, departures, groups, VIPs and business demand.
Leading Change and Continuous Improvement
- Challenges existing practices constructively and identifies outdated, inefficient or inconsistent ways of working.
- Leads departmental change initiatives with clear communication, structured implementation and team involvement.
- Builds engagement around change while maintaining accountability for execution.
- Encourages managers and employees to challenge the status quo and bring forward new ideas and solutions.
- Benchmarks best practices within Marriott and the wider premium hospitality sector and identifies relevant opportunities for the hotel.
- Ensures changes are embedded into daily routines and remain sustained over time.
- Measures the impact of improvement initiatives and adjusts actions where required.
Ensuring Exceptional Guest Experience
- Drives a premium, personalised and consistent guest experience across all Front of House touchpoints.
- Ensures strong recognition of Marriott Bonvoy Elite members, VIPs, repeat guests and guests with specific preferences or requirements.
- Maintains a visible leadership presence during key operational periods.
- Supports managers in resolving complex guest situations with sound judgement and appropriate service recovery.
- Reviews significant complaints and service failures and ensures root causes are identified and addressed.
- Coaches managers and employees on service behaviours, guest engagement and service recovery.
- Ensures guest feedback is translated into practical and measurable improvement actions.
Cross-Departmental Leadership
- Builds strong partnerships with Housekeeping, Revenue Management, Reservations, Food and Beverage, Engineering, Security, Finance and Sales.
- Works proactively across departments to improve room readiness, guest communication and the overall guest journey.
- Resolves recurring operational issues through structured cross-functional action rather than short-term fixes.
- Represents Front of House confidently in hotel meetings and communicates risks, priorities and recommendations clearly.
- Escalates significant issues with a clear assessment and proposed solution.
Supporting Financial and Operational Performance
- Supports the Front of House Manager in managing payroll, productivity, upselling, compensation, rebates and departmental costs.
- Ensures Front of House managers understand the financial impact of operational decisions.
- Drives upselling, room upgrade and revenue opportunities while protecting the guest experience.
- Ensures compliance with cashiering, payment, credit, billing and internal control procedures.
- Identifies opportunities to improve productivity and operational efficiency without compromising service standards.
Talent, Succession and Performance Management
- Builds leadership capability and succession across Front Desk, Guest Relations and Concierge.
- Regularly assesses performance, potential and development needs across the management and supervisory team.
- Creates development opportunities for high-potential employees and future leaders.
- Supports recruitment and onboarding of strong talent aligned with the future direction of the department.
- Takes ownership of difficult performance and behavioural situations in partnership with Human Resources.
- Ensures strong performance is recognised and underperformance is addressed with clear expectations and follow-through.
Additional Leadership Accountability
- Acts as the operational and strategic deputy to the Front of House Manager.
- Leads the Front of House department in the Front of House Manager’s absence.
- Ensures departmental initiatives are not only launched but fully implemented, measured and sustained.
- Drives continuous improvement of the complete guest journey rather than focusing only on individual functions.
- Demonstrates initiative and acts without waiting for constant direction.
- Brings external thinking, new ideas and a strong improvement mindset to the department.
- Supports the development of a high-performing leadership team capable of delivering results independently.
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!
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.
