Front Desk Manager

Additional Information: This hotel is owned and operated by an independent franchisee Wincome Management. 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.

The Front Desk Manager at Avenue of the Arts Hotel has the ability to lead and motivate the Front Office Department. The department consists of the front desk night audit PBX concierge & addition to overseeing these sub-departments the position must be knowledgeable of daily operations and hotel statistics and most importantly ensure quality and guest satisfaction. Good thorough knowledge of Opera (PMS) and similar software programs preferred. The Front Desk Manager is responsible for guest interaction and satisfaction while also being able to assist other departments as needed.

Front Office Manager Responsibilities
Lead Motivate and manage the Front Office department including Front Desk Night Audit PBX Concierge and Bell Services.
Oversee daily front office operations to ensure efficiency quality service and guest satisfaction.
Supervise front office staff and ensure smooth check-in and check-out processes.
Serve as the primary point of contact for guest interaction satisfaction and issue resolution.
Perform all duties of Front Desk Agent Night Auditor Concierge Bell and PBX Operator when necessary.
Participate in the Weekend Manager on Duty program.
Maintaining Property Standards
Maintain the highest levels of guest satisfaction in accordance with AAA 4- Diamond Standards.
Ensure hotel amenities are available functional and delivered to guests as expected.
Inspect hotel lobby restrooms meeting rooms and public areas regularly; report and follow up on deficiencies
Ensure all parking lot and front drive operations meet company standards
Work with Rooms Division leadership housekeeping and engineering to ensure rooms and facilities meet quality standards
Ensure the hotel is properly utilizing all property systems and software (e.g. Marsha GXP Kipsu etc)
Participate in safety meetings and ensure compliance with all safety and security policies.
Managing Profitability
Review and analyze daily occupancy statistics room inventory and rate plans.
Monitor and manage front office payroll daily to control labor costs.
Ensure staffing levels align with operational needs events and occupancy to maximize efficiency
Assist guests with credit card disputes and chargebacks.
Complete detailed month-to-month inventory for Guest Services.
Ensure employee incentives are submitted accurately and on time.
Respond to and resolve guest issues and emergencies while adhering to the hotels budgetary constraints.
Managing and Conducting Departmental Activities
Hire coach counsel discipline and terminate guest services team members in compliance with company policy.
Create review and manage weekly front office schedules in collaboration with Rooms Division leadership.
Cross-train staff in all areas of the front office to ensure operational flexibility.
Conduct interviews and ensure compliance with all policies and procedures.
Monitor PBX operations and guest request logs (GXP) to ensure timely resolution of guest requests and issues.
Ensure team members take required breaks to avoid labor and compliance penalties.
Provide training on guest service standards safety and security procedures.
Major Areas of responsibility Include but are Not limited to
Monitoring trace requests and VIP arrivals to ensure expectation are met or exceeded.
Following up with guests staying four or more nights to enhance the guest experience.
Responding to guest inquiries complaints and feedback according to company policies.
Monitoring and responding to TripAdvisor Guest voice and other social media reviews as needed.
Coordinating with Sales and Rooms Division teams on VIPs Groups and Familiarization (FAM)stays.
Ensuring all guest service-related actives align with brand and service standards.

Qualifications and Requirements
Proven leadership ability with experience managing front office or guest services teams.
Strong working knowledge of hotel operations and performance metrics.
Proficiency in Opera PMS and similar hotel management systems preferred.
Ability to evaluate guest service processes and implement strategies for continuous improvement.
Strong problem- solving skills and the ability to handle high pressure or emergency situations effectively
Experience with AAA 4- Diamond Standards

Education and physical requirements
Ability to work days evenings overnight shifts weekends and holiday based on business needs.
Must be able to stand walk and move throughout the property for extended periods.
Ability to perform

The salary for this position is $80000.00 annually.

Thank you for your interest in this position. It is a job opportunity with one of Marriott Internationals franchisees.
Please apply via email at:

This company is an equal opportunity employer.

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