JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
CANDIDATE PROFILE Education and Experience High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. CORE WORK ACTIVITIES Supporting Management of Front Desk Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Supervises and manages employees, understanding employee positions well enough to perform duties in their absence. Ensures employee recognition is taking place on all shifts. Establishes and maintains open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals Manages day-to-day operations, ensuring quality, standards, and customer expectations are met. Develops specific goals and plans to prioritize, organize, and accomplish work. Handles complaints, settling disputes, and resolving grievances and conflicts. Strives to improve service performance. Collaborates with the Front Office Manager on ways to continually improve departmental service. Communicates a clear and consistent message regarding Front Office goals. Participates in the development and implementation of corrective action plans based on guest satisfaction results. Emphasizes guest satisfaction during departmental meetings. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs. Serves as a role model to demonstrate appropriate behaviors. Sets a positive example for guest relations. Displays outstanding hospitality skills. Empowers employees to provide excellent customer service. Interacts with customers regularly to obtain feedback on service quality. Handles guest problems and complaints effectively. Managing Projects and Policies Implements the customer recognition/service program. Ensures compliance with all Front Office policies, standards, and procedures. Monitors adherence to all credit policies and procedures. Additional Responsibilities Provides information to supervisors and co-workers through various communication methods. Analyzes information and evaluates results to solve problems. Informs and updates executives and peers on relevant information. Functions in place of the Front Office Manager in their absence. Communicates critical information from pre- and post-convention meetings to the Front Office staff. Participates in department meetings. MANAGEMENT COMPETENCIES Leadership Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace. Communication - Conveys information and ideas in a convincing and engaging manner. Problem Solving and Decision Making - Identifies and understands issues and opportunities; evaluates alternatives to solve problems. Professional Demeanor - Exhibits styles that convey confidence and command respect; represents the company in alignment with its values. Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
#J-18808-Ljbffr
