AsstMgr-Front Office I/ アシスタントフロントオフィスマネージャー

Job description

HOTEL DESCRIPTION

Kagoshima is the southwestern prefecture of the Kyushu Island. Major economic pillars of the prefecture include agricultural and food, electronic and automotive-related industries. The Hotel will be part of a mixed-use development that comprises also commercial and recreation facilities. The Hotel will occupy the 3rd to 19th floors of the building above retail podium. The Hotel is located 10 minutes drive away from Kagoshima Chuo Station and 40 minutes drive away from Kagoshima Airport.

The Hotel will offer 228 guestrooms including suites, all of which feature the Sheraton Signature Sleep Experience. In addition to all-day dining, guests will be able to enjoy Sheraton’s original cuisine at the restaurants' facilities and lobby lounge bar. The hotel will also have 953 sqm of function space, including a 500 sqm-banquet room, four meeting rooms, and a pre-function area. Other facilities include a fitness center, Sheraton Club Lounge, spa.

ホテル概要

鹿児島県は九州の南西部です。県の主要な経済の柱は、農業・食品、電子・自動車関連産業です。ホテルは、商業施設とレクリエーション施設で構成される多目的開発の一部になります。ホテルは、小売店の表彰台の上の建物の3階から19階を占めます。鹿児島中央駅から車で10分、鹿児島空港から車で40分です。

ホテルにはスイートを含む228室の客室があり、そのすべてにシェラトンシグネチャースリープエクスペリエンスが備わっています。終日営業のほか、レストランの施設やロビーラウンジバーでシェラトンのオリジナル料理を楽しめます。

ホテルには、500平方メートルの宴会場、4つの会議室、プレファンクションエリアを含む953平方メートルのファンクションスペースもあります。その他の施設には、フィットネスセンター、シェラトンクラブラウンジ、スパがあります。

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, 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.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year 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 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 Front Office 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 Front Office Manager in his/her absence.

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

• Participates in department meetings.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​  begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.