Overnight Front Office Manager

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, Fontainebleau Development. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s 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 Overnight Front Office Manager is responsible to provide a superior level of personalized service by ensuring every need, request, and desire of our guests is fulfilled with the utmost care, professionalism, and dedication. The Overnight Front Office Manager is responsible for all hotel operations during the overnight shift hours, focusing on Front Office operations, night audit and hotel safety and security. This position also holds accountability for instilling consistency of the JW Marriott Turnberry Miami standards as well as generating and promoting ideas to continue in elevating our service levels.

Responsibilities
Approach all encounters with guests, team members, and members in a professional and personalized manner.
Ensure efficient guest registration, check out and telephone service.
Observe Front Office staff and ensure that established procedures are completed in compliance in accordance with policy and procedure.
Resolve any and all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
Ensure department compliance with the JW Marriott Turnberry Miami Resort and Spa policies, procedures and programs.
Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
Ensure that sufficient staffing is present to meet daily business demands.
Ensure that sufficient staffing is present to meet daily business demands.
Complete projects in a timely manner as required
Build rapport with VIPS, Marriott Bonvoy members, distinguished visitors; encourage feedback throughout their stay 
Actively participate in the decision-making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process.
Actively participate in daily briefings and meetings.
Ability to participate proficiently in functions outside one’s department when called upon.
Perform any other reasonable duties as required by management.

At least 2 years of progressive management experience in a hotel preferred
Previous Guest Relations and Front Office experience in a hotel required
Possess outstanding guest services skills and leadership capability.
Detail oriented with outstanding organizational and communication skills
Able to handle a multitude of tasks in an ever-changing environment.
Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members.

Education
High School diploma or equivalent or GED; 4 years’ experience in guest services, front desk, housekeeping or related professional area.
OR
2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in guest services, front desk, housekeeping or related professional area.

Skills and Abilities
Ability to communicate in the English language. Second language is a plus.
Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
Knowledge of OPERA and Guest Experience Platform systems is a plus.

Physical Requirements
On a continuous basis, stand or walk for long periods of time.
Intermittently twist to reach equipment or supplies surrounding desk.
Use telephone and computer keyboard daily.
Must be physically fit to lift, pull, and push items up to 50 pounds.
Also requires standing/walking/reaching and bending throughout shift.

This company is an equal opportunity employer.

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