As an Assistant Front Desk Manager, you will step into an entry-level leadership role, responsible for guiding and supporting the successful completion of daily shift requirements across our Front Office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. You'll be a key player in ensuring exceptional guest and employee satisfaction while actively contributing to achieving our operational budget and administrative responsibilities.
Key Responsibilities
Leading & Supporting the Front Desk Team:
- Utilize strong interpersonal and communication skills to lead, influence, and encourage team members, advocating for sound financial and business decisions, and demonstrating honesty and integrity through example.
- Foster mutual trust, respect, and cooperation among team members, serving as a role model for appropriate behaviors.
- Support all day-to-day operations, understanding employee positions well enough to perform duties in their absence.
- Coach, counsel, and encourage employees, effectively handling their questions and concerns.
- Support all areas of the Front Office in the absence of the Front Office or Front Desk Manager, guiding daily Front Desk shift operations.
- Communicate clear performance expectations to employees in accordance with their job descriptions.
Driving Guest Services & Front Desk Goals:
- Manage day-to-day operations, ensuring quality standards are met and customer expectations are exceeded daily.
- Develop specific goals and plans to prioritize, organize, and accomplish work effectively.
- Handle complaints, settle disputes, and resolve grievances and conflicts, demonstrating strong negotiation skills.
- Participate in department meetings, continually communicating a clear and consistent message regarding Front Desk goals to achieve desired results.
- Continuously strive to improve service performance.
- Supervise staffing levels to ensure guest service, operational needs, and financial objectives are met.
- Train staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervise same-day selling procedures to maximize room revenue and property occupancy.
- Understand the impact of Front Desk operations on the overall property's financial goals and objectives.
Ensuring Exceptional Customer Service:
- Provide services that exceed expectations for customer satisfaction and retention.
- Improve service by communicating guest needs, providing guidance, feedback, and individual coaching to the team.
- Set a positive example for guest relations, empowering employees to provide excellent customer service within guidelines.
- Handle guest problems and complaints, seeking assistance from supervisors as necessary.
- Interact with guests to obtain feedback on product quality and service levels.
Managing Projects & Policies:
- Implement and communicate the customer recognition/service program, ensuring the process is followed effectively.
- Assist in the review of comment cards and guest satisfaction results with employees.
- Ensure employees have the proper supplies and uniforms.
- Assist in using a guest information tracking system to ensure a successful repeat guest recognition program that acknowledges preferences and aids in problem resolution.
Supporting Human Resource Activities:
- Identify the developmental needs of others and provide coaching, mentoring, or other support to improve knowledge and skills.
- Provide guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Provide feedback to individuals based on observation of service behaviors.
- Participate in an ongoing employee recognition program and conduct training when appropriate.
- Participate in the employee performance appraisal process.
Additional Responsibilities:
- Provide information to supervisors, co-workers, and subordinates via telephone, written form, email, or in person.
- Analyze information and evaluate results to choose the best solution and solve problems.
- Inform and/or update executives, peers, and subordinates on relevant information in a timely manner.
- Perform all duties at the Front Desk as necessary.
- Understand the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
- Comply with loss prevention policies and procedures.
Candidate Profile
Education and Experience:
- High school diploma or GED equivalent with 2 years of experience in guest services, front desk, or a related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management,
Hospitality, Business Administration, or a related major; no work experience required.
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.
