Front Desk Manager

Job description

Job Overview:

 

Assists the Assistant Front Office Manager / Front Office Manager in administering front office functions and supervising staff on a daily basis.  Position directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction and maximizes the financial performance of the department.

 

 

DUTIES & RESPONSIBILITIES

 

General Activities

·  Exceeding Customer Expectations
·  Providing services that are above and beyond for customer satisfaction and retention.
·  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.
·  Improving Service
·  Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
·  Developing and building teams
·  Encouraging and building mutual trust, respect and cooperation among team members.
·  Demonstrating appropriate behaviors
·  Serving as a role model to demonstrate appropriate behaviors.
·  Supervising Associates
·  Supervising and managing associates. Managing all day-to-day operations. Understanding associates positions well enough to perform duties in associates’ absence.
·  Communicating with Supervisors, Peers or Subordinates
·  Providing information to supervisors, co-workers and subordinates by telephone, in written form, email or in person.
·  Making Decisions and Solving Problems
·  Analyzing information and evaluating results to choose the best solution and solve problems.
·  Managing Daily Operations of the Area or Department
·   Managing day-to-day operations, ensuring quality, standards and meeting the expectations of the customers on a daily basis.
·  Coaching and Developing Others
·  Identifying the developmental needs of others and coaching, mentoring, or helping others to improve their knowledge or skills.
·  Guiding, Directing, and motivating Subordinates
·  Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
·  Communicating Information Timely
·  Informing and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
·  Organizing, Planning and prioritizing Work
·  Developing specific goals and plans to prioritize, organize, and accomplish your work.
·  Resolving Conflicts and Negotiating with Other
·  Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
·  Monitoring and Communicating Customer Recognition/Service
·  Implementing the customer recognition/service program. Communicating and ensuring process.

 

Specific Tasks

·  Responds to and handles guest problems and complaints
·  Sets a positive example for guest relations
·  Empowers associates to provide excellent customer service
·  Observes service behaviors  of associates and provides feedback to individuals
·  Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.
·  Trains staff and monitors adherence to all hotel and partner companies’ policies and procedures to reduce bad debts and rebates
·  Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
·  Supervises same day selling procedures to maximize room revenue and control hotel occupancy
·  Supervises Front Desk shift operations and ensures compliance with all policies, standards and procedures
·  Ensures associates understand customer service expectation and parameters
·  Brings issues concerning associates satisfaction to the attention of the department manager and Human Resource
·  Performs all duties in the desk as necessary
·  Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
·  Assist as needed in the interviewing and hiring of associate team members with the appropriate skills
·  Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team
·  Interacts with guests to obtain feedback on product quality and service levels
·  Ensure 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
·  Supervises all areas of the Front Office in the absence of the Front Office Manager
·  Ensure that regular on-going communication is happening with associates to create awareness of business objectives and communicate expectations, recognizes performance, and procedures desired result
·  Front Desk shifts whenever necessary
·  Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
·  Participate in departmental meetings and continually communicates a clear and consistent message regarding the concierge desk goals to produce desired results
·  Understands the impact of department’s operations on the overall hotel financial goals and objectives and manages to achieve or exceed goals
·  Supports a departmental orientation program for associates to receive the appropriate new hire training to successfully perform their job
·  Participate in associate progressive discipline procedures

 

Other

·  Performs other duties as assigned to meet the business need

 

 

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.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, 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.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.