Assistant Front Desk Manager

Assistant Front Desk Manager

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.