Front Desk Manager
Front Desk Manager
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Job Description
JOB SUMMARY
Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing financial and administrative responsibilities.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 1 year experience in the guest services front desk or related professional area.
OR
2year 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 building mutual trust respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Understands employee positions well enough to perform duties in employees absence.
Handles employee questions and concerns.
Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
Supports daily Front Desk shift operations.
Supporting Progress Toward Guest Services and Front Desk Goals
Supports daytoday operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize organize and accomplish your work.
Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
Strives to improve service performance.
Observes staffing levels to ensure that guest service operational needs and financial objectives are met.
Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.
Supports same day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Desk operations on the overall property financial goals and objectives.
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 providing guidance feedback and individual coaching when needed.
Sets a positive example for guest relations.
Encourages employees to provide excellent customer service within guidelines.
Handles guest problems and complaints seeking assistance from supervisor as necessary.
Interacts with guests to obtain feedback on product quality and service levels.
Supporting Projects and Policies
Supports implementation of customer recognition/service programs communicating and ensuring the process.
Assists in the review of comment cards and guest satisfaction results with employees.
Ensures employees have the proper supplies and uniforms.
Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
Supporting Handling of Human Resource Activities
Identifies the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates including setting performance standards and monitoring performance.
Provides feedback to individuals based on observation of service behaviors.
Participates in an ongoing employee recognition program.
Supports training when appropriate.
Participates in the employee performance appraisal process.
Additional Responsibilities
Provides information to supervisors coworkers and subordinates by telephone in written form email or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updating the executives the peers and the subordinates on relevant information in a timely manner.
Performs all duties at the Front Desk as necessary.
Understands the functions of the Bell Staff Switchboard and Concierge/Guest Services operations.
Complies with loss prevention policies and procedures.
The hourly pay range for this position is $24.04to $32.21. Marriott offers a bonus program comprehensive health care benefits 401(k) plan with up to 5 company match employee stock purchase plan at 15 discount accrued paid time off (including sick leave where applicable) life insurance group disability insurance travel discounts adoption assistance paid parental leave health savings account (except for positions based out of or performed in Hawaii) flexible spending accounts tuition assistance pretax commuter benefits and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility waiting period contribution and other requirements and conditions.
The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time with or without notice subject to applicable law.
Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.
Required Experience:
Manager
Employment Type
Full-Time
