Front Desk Manager
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Key skills for this role
About the Role
Marriott International is seeking a Front Desk Manager to assist in overseeing front office operations and supervising staff at a hotel in Doha. The role involves managing guest services, handling complaints, and ensuring efficient check-in/check-out processes.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis
- Manage day to day operations, ensuring quality, standards and meeting customer expectations
- Handle complaints, settle disputes, and resolve grievances and conflicts
- Supervise staffing levels to ensure guest service, operational needs and financial objectives are met
- Ensure regular ongoing communication with employees to create awareness of business objectives and communicate expectations
- Understand the impact of department’s operations on overall property financial goals and manage to achieve or exceed goals
- Utilize interpersonal and communication skills to lead, influence, and encourage others
- Supervise and manage employees; perform duties in employees' absence
- Provide services that are above and beyond for customer satisfaction and retention
- Respond to and handle guest problems and complaints
- Implement the customer recognition/service program
- Support the developmental needs of others through coaching and mentoring
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.
- 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.
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
- 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.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Ensures that regular on going communication is happening with employees to create awareness of business objectives and communicate expectations.
- Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Encourages and building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day to day operations.
- Establishes and maintains open, collaborative relationships with employees.
- Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
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.
- Responds to and handles guest problems and complaints.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
- Ensures employees understand customer service expectations and parameters.
- Interacts with guests to obtain feedback on product quality and service levels.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
- Supervises same day selling procedures to maximize room revenue and control property occupancy.
- Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
- Ensures property policies are administered fairly and consistently.
Supporting Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an 'open door' policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training.
- Participates in employee progressive discipline procedures.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates 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.
- Performs all duties at the Front Desk as necessary.
- Runs Front Desk shifts whenever necessary.
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals.
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