Position Overview:
- Assists the Front Office Manager in administering front office functions and supervising staff daily.
- Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
- Works with managers and employees to ensure efficient check-in and check-out processes.
- Ensures guest and employee satisfaction and maximizes financial performance of the department.
Candidate Profile:
- Education and Experience:
- High school diploma or GED + 2 years of experience in guest services, front desk, or related area, OR
- 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major (no work experience required).
Core Work Activities:
Supporting Management of Front Desk Team:
- Utilize interpersonal and communication skills to lead and influence others.
- Encourage mutual trust, respect, and cooperation among team members.
- Supervise and manage employees.
- Manage day-to-day operations and perform duties in employee absence.
- Ensure employee recognition takes place on all shifts.
- Establish open and collaborative relationships with employees.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:
- Manage day-to-day operations to ensure quality and meet customer expectations.
- Develop specific goals and plans to prioritize, organize, and accomplish tasks.
- Handle complaints, disputes, and conflicts, resolving issues effectively.
- Collaborate with the Front Office Manager to improve departmental service.
- Communicate clear messages about Front Office goals to achieve desired results.
- Participate in corrective action plans based on guest satisfaction results.
- Focus on guest satisfaction in all departmental meetings.
Ensuring Exceptional Customer Service:
- Provide services above and beyond for customer satisfaction and retention.
- Communicate and assist individuals to understand guest needs.
- Serve as a role model, setting a positive example for guest relations.
- Empower employees to deliver excellent customer service.
- Regularly interact with customers to obtain feedback on service levels and overall satisfaction.
- Handle guest problems and complaints effectively.
Managing Projects and Policies:
- Implement the customer recognition/service program.
- Ensure compliance with all Front Office policies, standards, and procedures.
- Monitor adherence to credit policies to reduce bad debts and rebates.
Additional Responsibilities:
- Provide information to supervisors, co-workers, and subordinates as needed.
- Analyze information and evaluate results to solve problems.
- Communicate critical information to Front Office staff and update on relevant information.
- Function in place of the Front Office Manager in their absence.
- Participate in department meetings.
Additional Information:
- Marriott International is an equal opportunity employer.
- Committed to diversity, inclusion, and non-discrimination (disability, veteran status, etc.).
