Posting Date Oct 18, 2021 Job Number 21093702 Job Category Rooms & Guest Services Operations Location Nashville Vanderbilt Shared RI, 1801 Hayes Street, Nashville, Tennessee, United States VIEW ON MAP Brand Residence Inn Schedule Full-Time Relocation? N Position Type Management Located Remotely? N Residence Inn by Marriott helps guests thrive while on long stays so they can perform at their best. Spacious suites with full kitchens offer the comforts of the modern home, while employees provide service with a human touch to business and leisure travelers alike. Working at Residence Inn, you will build relationships grounded in team work and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long stay guests. Find Your World™ at Residence Inn by Marriott. JOB SUMMARY Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. CANDIDATE PROFILE Education and Experience \u2022 High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area. OR \u2022 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. CORE WORK ACTIVITIES Leading Guest Services Team \u2022 Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. \u2022 Encourages and builds mutual trust, respect, and cooperation among team members. \u2022 Serves as a role model to demonstrate appropriate behaviors. \u2022 Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. \u2022 Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. \u2022 Ensures recognition of employees is taking place across areas of responsibility. \u2022 Communicates performance expectations in accordance with job descriptions for each position and monitors progress. \u2022 Celebrates successes and publicly recognizes the contributions of team members. Maintaining Guest Services and Front Desk Goals \u2022 Achieves and exceeds goals including performance goals, budget goals, team goals, etc. \u2022 Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. \u2022 Develops specific goals and plans to prioritize, organize, and accomplish your work. \u2022 Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. \u2022 Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. \u2022 Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. \u2022 Understands the impact of Front Office operations on the Rooms area and overall property financial goals. \u2022 Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies \u2022 Ensures compliance with all Front Office policies, standards and procedures. \u2022 Ensures property 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. Ensuring Exceptional Customer Service \u2022 Provides services that are above and beyond for customer satisfaction and retention. \u2022 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. \u2022 Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. \u2022 Acts as the \u201cService Champion\u201d for the Front Office and creates a positive atmosphere for guest relations. \u2022 Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. \u2022 Strives to improve service performance. \u2022 Empowers employees to provide excellent customer service. \u2022 Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. \u2022 Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. \u2022 Responds to and handles guest problems and complaints. \u2022 Observes service behaviors of employees and provides feedback to individuals and/or managers. Managing and Conducting Human Resource Activities \u2022 Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. \u2022 Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. \u2022 Establishes challenging, realistic and obtainable goals to guide operation and performance. \u2022 Solicits employee feedback, utilizes an \u201copen door\u201d policy, and reviews employee satisfaction results to identify and address employee problems or concerns. \u2022 Ensures employees are treated fairly and equitably. \u2022 Manages employee progressive discipline procedures for Front Office Staff. \u2022 Administers the performance appraisal process for direct report managers. \u2022 Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. Additional Responsibilities \u2022 Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. \u2022 Analyzes information and evaluating results to choose the best solution and solve problems. \u2022 Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. \u2022 Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence. 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.