AsstMgr-Front Office

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.).