Assistant Director of Front Office

Additional Information: This hotel is owned and operated by an independent franchisee Fontainebleau Development. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

Scope of Position

The Assistant Director of Front Offices primary responsibility is to assist the Director of Front Office with the planning directing and managing of the Front Office operations to ensure highquality standards and services and guest satisfaction. He/she is responsible for improving the guests experience through the management of the Front Office Manager Guest Service Manager Reservations Manager Front Desk Agents At Your Service Agents Rooms Controller and other associated departments. The Assistant Director of Front Office also holds accountability for instilling consistency in JW Marriott Turnberry Miami Resort & Spa standards as well as generating and promoting ideas to enhance the guest experience.

Responsibilities

Functions in place of the Director of Front Office in his/her absence.
Responsible for overseeing Front Office At Your Service ReservationsLeisure and Guest Services departments.
Must actively participate in the decisionmaking process on guest relocation for nights when overcapacity execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Director of Front Office and/or Manager on Duty prior to shift start.
Complete projects assigned by the Director of Front Office/Hotel Manager in a timely manner.
Approach all encounters with guests members and Associates in a professional and personalized manner.
Resolve all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
Maintain the confidentiality of all guest and member information and pertinent resort data as well as the security of highprofile guests or members in accordance with JW Marriott Turnberry Miami Resort & Spa standards.
Meet deadlines and coordinate among departments the delivery of quality amenities to guests.
Communicates critical information from pre and postconvention meetings to the Front Office staff.
Serve as general guest information source. Act as a salesperson for the Resort.
Actively participate in daily briefings and meetings.
Actively participate in training and continuing education of Front Office/At Your Service/Guest Services/Reservations staff.
Understands GSS (Guest Satisfaction Survey).
Assist in recruiting interviewing and hiring Associates; conduct performance appraisals coach and counsel progressive corrective action motivate develop and train.
Ensure Associates receive ongoing training to understand their job tasks and guest expectations.
Ensures ongoing communication occurs in all areas of responsibility to create awareness of business objectives awareness of expectations and recognition of exemplary performance.
Responsible for scheduling payroll and labor cost management.
Ensure that all Front Office Service Associates are in accordance with Resort accounting policies.
Build rapport with VIPs Bonvoy members and distinguished visitors; escort guests to rooms make welfare calls and encourage feedback throughout guest stays.
Perform any other reasonable duties as required by management.

Position Requirements

Professional demeanor appropriate for a luxury environment.
Minimum 5 years of progressive management experience in a hotel preferred.
Previous Guest Relations and Front Office experience in a hotel required.
Able to handle a multitude of tasks in an everchanging environment.
Detail oriented with outstanding organizational and communication skills.
Effective at listening to understanding clarifying and responding to the concerns and issues raised by guests and members.

Education

High School diploma or equivalent or GED; 4 years experience in guest services front desk housekeeping or related professional area.
OR

2year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; 2 years experience in guest services front desk housekeeping or related professional area.

Skills and Abilities

Able to communicate in the English language. Second language is a plus.
Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
Experience using software programs such as Microsoft Office (Word Excel and Outlook).

Physical Requirements

On a continuous basis stand or walk for long periods of time.
Intermittently twist to reach equipment or supplies surrounding desk.
Use telephone and computer keyboard daily.
Must be physically fit to lift pull and push items up to 50 pounds.
Also requires standing/walking/reaching and bending throughout shift.

This company is an equal opportunity employer.

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