AsstMgr-Front Office I
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Key skills for this role
About the Role
Courtyard by Marriott is seeking an Assistant Front Office Manager to oversee front desk operations and supervise staff. The role involves managing check-in/out processes, ensuring guest satisfaction, and maximizing department financial performance.
Key Skills for This Role
Responsibilities
- Assist Front Office Manager in administering front office functions and supervising staff daily
- Ensure efficient check in and check out process
- Handle complaints, settle disputes, and resolve grievances
- Develop specific goals and plans to prioritize and accomplish work
- Collaborate with Front Office Manager to improve departmental service
- Implement customer recognition/service program
- Monitor adherence to credit policies and procedures
- Communicate critical information to Front Office staff
Requirements
- High school diploma or GED; 2 years experience in 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
Full Job Posting
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.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day to day operations.
- 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 quality, standards and meeting customer expectations.
- Develops specific goals and plans to prioritize, organize, and accomplish work.
- Handles complaints, settling disputes, and resolving grievances and conflicts.
- 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 Front Office goals.
- Participates in development and implementation of corrective action plans.
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.
- 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 regularly to obtain feedback.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
Managing Projects and Policies
- Implements the customer recognition/service program.
- 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.
- Informs and/or updates executives, peers and subordinates on relevant information.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre and post convention meetings to Front Office staff.
- Participates in department meetings.
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