Manager on Duty (Front Office)
Manager on Duty (Front Office)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Manager on Duty
About the Company
Marriott Internationalportfolio of brands includes JW Marriott alongside 33 other Marriott International is the worlds leading global hospitality company with more brands more hotels and more opportunities for associates to grow and succeed.
JW Marriottis part of Marriott Internationals luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if youre happy our guests will be happy. Its as simple as that. Our hotels offer a work experience unlike any other where youll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training development recognition and most importantly a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. Thats The JW Treatment.
About the role
Manager on Duty in administering Front Office functions and supervising staff on a daily basis. Front office areas include Concierge/Porters 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.
Critical responsibilities:
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. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees 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 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.
Strives to improve service performance.
Collaborates with the Rooms Division Manager on ways to continually improve departmental service.
Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
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.
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 on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.
Provides feedback to employees based on observation of service behaviors.
Handles guest problems and complaints effectively.
Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies
Implements the customer recognition/service program communicating and ensuring the process.
Ensures compliance with all Front Office policies standards and procedures.
Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Additional Responsibilities
Provides information to supervisors and co-workers by telephone in written form e-mail or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives the peers and the subordinates on relevant information in a timely manner.
Functions in place of the Rooms Division Manager in his/her absence.
Communicates critical information from pre- and post-convention meetings to the Front Office staff.
Participates in department meetings.
Successful Candidates will have:
- 2 years experience in a similar role.
- Luxury hotel background desired.
- 2-year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major is desired
- Confident calm decision-making especially during emergencies or guest issues.
- Strong leadership to oversee staff and delegate responsibilities effectively.
- Deep understanding of luxury service standards
- Skilled in conflict resolution and turning complaints into positive experiences.
- Capable of stepping into various roles or assisting during busy periods.
- Proficiency in hotel systems
- Poised discreet and confident in all guest and staff interactions.
The Benefits
Enjoy the benefits of:
- Unlimited strategic development and career opportunities
- Generous accommodation and food and beverage discounts including all properties within the Marriott International group
- Recognition programs to keep you motivated
- The best hotel training opportunities provided
- Wellbeing and mindfulness programs to ensure you stay healthy
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 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.
Required Experience:
Manager
Employment Type
Full-Time
