Front Office Manager

Job description

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll 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. That's The JW Treatment™.

Desired profile

Qualifications :

JOB SUMMARY

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, At Your Service Operations & Guest Services/Front Desk. Directs and works with managers and associates to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

SCOPE / BUSINESS CONTEXT

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A Full Time position based at JW Marriott Marquis Dubai.

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Number of Direct Reports -

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Titles of Direct Reports –

CANDIDATE PROFILE

Experience:

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High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.

OR

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

Skills and Knowledge

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Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).

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Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

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Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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Operating Procedures - Knowledge of Standard and Local Operating Procedures (SOPs and LSOPs) that apply to job.

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Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

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Writing - Communicating effectively in writing as appropriate for the needs of the audience.

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Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

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Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.

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Mathematics - Using mathematics to solve problems.

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Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.

CORE WORK ACTIVITIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

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Exceeding Customer Expectations - Providing services that are above and beyond for customer satisfaction and retention.

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Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

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Improving Service - Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

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Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

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Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.

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Modeling Appropriate Behaviors - Serving as a role model to demonstrate appropriate behaviors.

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Achieving/Exceeding Goals - Achieving and exceeding goals including performance goals, budget goals, team goals, etc.

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Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.

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Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.

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Communicating Information Timely - Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.

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Setting Goals - Establishing challenging, realistic and obtainable goals to guide operation and performance.

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Supervising Associates - Supervising and managing associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.

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Managing Daily Operations of the area or department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

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Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.

MANAGEMENT COMPETENCIES

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Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment.

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Applied Business Knowledge - Understands market dynamics, enterprise level objectives, financial metrics, and important aspects of Marriott's business; skilled at using business knowledge to anticipate opportunities and risks.

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Building a Successful Team - Skilled at building a cohesive team and facilitating goal accomplishment.

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Building Strategic Working Relationships - Skilled at developing and using collaborative relationships to facilitate the accomplishment of work goals.

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Building Trust - Ability to interact with others in an honest, fair and respectful way; giving others confidence in one's intentions and those of the organization.

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Communication - Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.

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High Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

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Leading Through Vision and Values - Keeps Marriott's values and business strategy at the forefront of decision making and actions.

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Planning and Organizing - Skilled at establishing courses of action for self and others to ensure work is completed efficiently.

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Strategic Decision Making - Ability to gather and organize information relevant to a long-range goal or vision, develop alternative strategies, and execute a course of action to carry out strategy.

BUSINESS RESULTS

Balanced Scorecard Results: Implements strategies and executes activities to drive and continuously improve financial results, guest satisfaction, human capital index and market share

JOB SPECIFIC TASKS

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Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

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Ensures compliance with all Front Office policies, standards and procedures.

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Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.

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Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.

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Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

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Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.

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Ensures associates are treated fairly and equitably.

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Strives to improve service performance.

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Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

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Empowers associates to provide excellent customer service.

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Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.

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Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

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Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

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Ensures recognition of associates is taking place across areas of responsibility.

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Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

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Manages associate progressive discipline procedures for Front Office Staff.

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Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

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Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

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Administers the performance appraisal process for direct report managers.

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Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

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Celebrates successes and publicly recognizes the contributions of team members.

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Responds to and handles guest problems and complaints.

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Observes service behaviors of associates and provides feedback to individuals and/or managers.

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Manages department controllable expenses to achieve or exceed budgeted goals.

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Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

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Responsible for guest profiles in OPERA

OTHERS

TRAINING

All statutory Marriott training schemes.

Including: Orientation, Passport to Success, Telephone etiquette, Problem Free Stay, Grooming, 100% Leaders

Essential Skills, Train the Trainer, HR Refresher, PAF's, Interviewing Techniques, LPP's, Coaching and Disciplinary, Finance Overviews, Leadership Skills, Advanced Business Correspondence, Computer Skills, Security, MOD Training.

WORKING CONDITIONS

All Uniformed Associates are provided with a Marriott Uniform.

All associates are expected to wear the correct uniform, Marriott Basic Card and their name badge at all times. You are required to maintain high standards of personal hygiene, ensuring that you are always clean and well turned out during your working hours. In the eyes of the guest, you represent Marriott.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.